Customer Success Associate

Location
San Diego, California, United States
Posted
Sep 21, 2020
Ref
o52xdfwB
Hotbed
Biotech Beach
Required Education
Bachelors Degree
Position Type
Full time
SUMMARY
Supports client accounts and laboratory logistics by proactively providing customer support to clients, patients, Prometheus sales representatives, and other departments including marketing and billing. Serves as frontline lead generating resource and promotes Prometheus' products and services to health care practitioners (HCPs), staff and all decision-makers related to the products' use primarily through outbound customer contact such as telephone and email.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Responsible for outbound communication of availability of test results upon issuance
  • Maintains strict adherence to provided call plan (list of targets) and executes identified strategy for lead generation / escalation.
  • Designs and implements a remote-based communication productivity plan for assigned territory to ensure effective reach and frequency to targeted customers to maximize sales
  • Makes outbound customer contact using multiple means (such as telephone, email, fax) to schedule virtual sales presentations to target decision-makers for Regional Sales Specialists
  • Conducts lead qualification activities on behalf of Regional Sales Specialists in an attempt to schedule more in depth reviews of product portfolio
  • Identifies areas where upselling / add-on opportunities exist
  • Educates HCPs on entire Prometheus product suite where and when appropriate
  • Logs all interactions within CRM in a timely fashion
  • Enters new customer data and update changes in the company customer database.
  • Identifies and investigates customer concerns. Addresses and or communicates with appropriate company personnel to promptly solve customer problems
  • Handles inbound calls triaged from Client Customer Service group; identifies optimal solutions for customer needs
  • Notifies HCPs of abnormal and cancelled test results via phone or fax on a daily basis


SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This along with the requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Strong presentation skills; ability to effectively convey concepts in a clear, concise and professional manner through telephone and face-to-face interactions.
  • Excellent interpersonal, time management and organizational skills.
  • Adaptable, open to change, and able to work in ambiguous situations and respond to new information and unexpected circumstances.
  • Able to productively and proactively contribute to a team environment while demonstrating ability to manage workload and priorities independently.
  • Ability to function productively within a fast-paced, multi-tasking, entrepreneurial environment.
  • Ability to work on telephone and computer simultaneously.
  • Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.


EDUCATION and/or EXPERIENCE
Generally requires 2 years' experience in a related medical customer service role or inside sales functions. Healthcare, biotech, and/or medical billing setting highly preferred. Computer literacy is essential with proficiency in Microsoft Word, Excel, and PowerPoint. Candidate should possess analytical and problem solving skills; have very good verbal and written communication skills. Previous handling of inbound and outbound call center phones preferred.

LANGUAGE SKILLS
Ability to write routine reports and correspondence. Excellent verbal communication skills with ability to speak effectively with customers or employees of organization. Ability to develop and maintain strong and effective working relationships with internal and external customers.

MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discount, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY
High skills: Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables surrounding the analysis of managed market strategies and contracting.

CERTIFICATES, LICENSES, REGISTRATIONS

None Required

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected class.