Job Summary:
As the Manager of Customer Experience at CDx Diagnostics, you will lead the retention and growth and loss prevention of our customers, which include Gastroenterologists, Thoracic surgeons, and other gastrointestinal providers in the early identification of Barrett’s Syndrome, early detection of Dysplasia, and avoidance of Esophagus cancers. This position will partner with sales, marketing, customer relations plus all of our analytic departments to enhance all customer related activities, build long-term relationships and success plans for our clients, and ensure customer retention and growth. This role will include the development of succinct dashboards to review retention metrics and performance, root cause and service gaps to address performance opportunities and barriers to full adoption and deliver a world-class customer experience overall. The Manager of Customer Experience will be accountable for key measures of success including growth metrics such as Net Revenue Retention, Customer Lifetime Value, Product Adoption, and Churn Prevention, as well as operating metrics like Net Promoter Score (NPS), CSAT, and Customer Health Score.
Location: Remote, Eastern US
Duties and Responsibilities:
Domain Expertise Development
- Builds deep understanding of clinical areas, technologies, and market in order to always be a credible resource to customers.
Account Management
- Collaborates with Sales leadership and Territory Sales Managers on newly acquired customers, Customer Retention, relationship management and expansion, enabling sales to focus on market development and new customer penetration.
- Documents interactions and developments in Salesforce CRM and utilizes contacts to perform targeted market research.
- Partners with Commercial sales team in executing or completing all customer inquiries and requests, planning cycles, regulatory and reimbursement updates, monthly/quarterly reviews, support issues, and all other customer needs.
- Monitors customer feedback regularly and identifies areas for improvement.
- Implements customer retention initiatives, including loyalty programs.
New Client Onboarding, Training, and Implementation
- Collaborates with Clinical Sales Specialists to plan and execute quality and timely account activation and ensure that positive first impressions are established.
- Teaches, supports, and enables users to realize and maximize the value of our offerings and to accelerate their usage across the customer organization.
- Builds and optimizes processes for onboarding and implementation that are scalable, defect-free, and result in user’s ability to self-direct for resources and solutions.
- Works with the marketing team to develop and distribute training content.
Long-Term Customer Retention and Expansion
- Sets appropriate stretch goals and targets for departmental performance; monitors and addresses gaps in quality or efficiency while building and executing plans to exceed expectations for financial and operating performance. Key metrics include Net Revenue Retention, Customer Lifetime Value, Product Adoption, and Churn Prevention.
- Set appropriate stretch goals and targets for account performance; monitors and addresses gaps in quality or efficiency while building and executing plans to exceed expectations for financial and operating performance. Key operating metrics include number of Active Users, Usage rates (day/week/month), Average Usage per User, Net Promoter Score (NPS), CSAT, and Customer Health.
- Proactively interacts with account personnel to share success stories, reiterate value propositions, share insights and best practices, and make the customer feel like they are part of a movement.
- Supports the development of User Group Community to share insights and best practices across customer organizations and provide feedback and input to product developers, facilitating discussions and encouraging participation.
- Coordinates testimonials, references, case study participation and any other market promotions originating from clients based on internal needs from marketing and other departments.
- Solicits referrals and lead generation opportunities from physicians and administrators based on their relationships in other health systems or medical groups.
- Prepares the organization to scale in proportion to business growth with the addition of Customer Success Manager resources and key investments such as training and technologies.
Required Skills and Abilities:
- Excellent interpersonal, planning and communication skills.
- Strong cross-functional leadership skills with a track record of building and managing high performing teams, working cooperatively with Sales, Operations, and Marketing teams.
- Excellent project management skills and organizational abilities, delivers on commitments for revenues, expenses, and customer satisfaction despite time and budget constraints.
- Exceptional communication and presentation skills with the capacity to speak to clinical and technical experts with authority regardless of size of audience.
- Proactive, strategic thinker with high adaptability and learning velocity.
- Willing to travel as needed to grow and support the business, estimated 25%.
Education and Experience:
- Bachelor’s degree required
- 5+ years of experience in customer-facing leadership roles in healthcare diagnostics, technologies, or services.
- Proficient in Microsoft Office and CRM, preferably Salesforce.
- Proven experience in customer success, retention and client-facing operations roles serving physicians, clinical users, and financial executives.
Work Environment & Physical Demands:
- This is a full-time, remote position.
- May require prolonged periods of sedentary work that requires sitting at a desk and working on a computer
- 25% travel
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status or any other status protected under federal, state or local law.
We participate in E-Verify.
