Customer Service Manager

Working From Home
Sep 24, 2021
Required Education
Bachelors Degree
Position Type
Full time

Biofidelity’s mission is to improve and extend cancer patients’ lives by enabling better targeting of therapies, early detection of treatment resistance, and routine monitoring of treatment response. Our unique technology is designed to allow rapid, broad adoption of our assays in testing labs around the world, enabling a step change in patient care. 

At Biofidelity we are proud to have built a culture of humaity, openness and high expectations. We work towards well-defined goals, with a strong belief that we can bring real benefits to patients. Our people are keen to take responsibility for their work and share both their successes and challenges.

The role 
Biofidelity is looking for an experienced Customer Service Manager to deliver a world class customer experience and drive the organization’s service and revenue goals delivered through the client service group while ensuring the client obtains maximum value from our laboratory services. This position reports into the Chief Commercial Officer.

Key responsibilities:

  • Set-up the client service department and determine staffing and training needs during the pre-launch phase of the Biofidelity lab 

  • Act as a working manager in the early stages of the company’s development and establish SOPs for key areas of responsibility

  • Coach, train and supervise a staff of client service professionals, providing direction, guidance and developmental opportunities

  • Manage workflows and the distribution of time sensitive work to the department, ensure timely resolution of customer complaints 

  • Partner with clients to derive optimal value from Biofidelity services, ensuring a seamless flow of client requirements through the delivery services process

  • Serve as project leader between the client and Biofidelity – translate client needs into action plans with the internal service team (i.e. determine responsibilities and timeframes and negotiate resources with internal departments)

  • Establish key performance metrics that align with customer service goals 

  • Perform full assessments of client needs on a regular basis

  • Provide in-depth training in Biofidelity databases, products and service requirements (e.g. report-input deadlines) as needed

  • Motivate direct reports to achieve higher levels of performance

Knowledge, Skills and Abilities:

  • Proficient in Microsoft applications and the utilization of CRM and LIMS systems 

  • Business acumen (knowledge of the healthcare industry preferred)

  • Strong communication skills, including ability to train, present and deal tactfully with clients

  • Experience developing and delivering training to clients (preferred)

  • Managerial skills, including a strong focus on team building

  • Experience in managing employee performance relative to key performance metrics

Requisite Education and Experience/Minimum Qualifications:

  • Bachelor's Degree required

  • Two (2) years of customer service experience required

  • Previous experience working in a clinical laboratory (preferred)

  • Understanding of HIPAA and confidentiality of patient data