GeneDx is focused on delivering personalized, actionable insights that improve health outcomes. We sit at the intersection of diagnostics and data science, pairing decades of genomic expertise with an unmatched ability to interpret clinical data at scale. Our exome and genome testing is among the best in the industry. We expect that it will be even more advanced in the future with the help of Centrellis®, our innovative health information platform. Powered by millions of medical records, Centrellis® integrates digital tools with artificial intelligence to ingest and synthesize clinical and genomic data. As a result of our robust test menu, including our exome and genome testing, and the comprehensive insights generated by Centrellis®, we are developing a more complete understanding of complex disease than ever before. This translates to faster diagnosis, more effective treatment plans, and enhanced drug discovery. Our offerings help a whole spectrum of healthcare partners -- clinicians, researchers, health systems, pharmaceutical companies, and payors -- improve patient experiences and advance population health.

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.

Summary

The Client Success Manager is responsible for working with our largest and highest potential accounts, as well as teammates in sales and client services to ensure the best possible client experience.

Job Responsibilities

Work with clients in conjunction with our sales and client services teams to:

Deepen existing client relationships:

Build lasting relationships across key accounts
Identify areas of potential growth with existing customers by working with clients to find upsell and cross sell opportunities
Work across client services, sales and medical affairs groups to provide clients access to people who can answer their questions and issues as they come up

Ensure seamless customer experiences:

Help new accounts get setup for success from their first order
Educate and train new accounts on how to work well with GeneDx and help develop workflows, practices, etc. in conjunction with the customer to make our testing work for them
Work proactively to identify potential issues or areas of dissatisfaction within an account and address it head on before it becomes a problem
Handle individual cases relating to orders in conjunction with client services, billing, and other cross functional teams
Partner with colleagues in sales and client services to ensure clients have their needs met in a seamless fashion that’s efficient while maximizing their satisfaction

Help grow high potential accounts

Collaborate with sales to identify opportunities for growth within high potential accounts
Work with sales to identify issues that may prevent accounts from working with GeneDx more and work with internal stakeholders to resolve those issues
Develop strategies for how you and field sales can work together to drive growth within your accounts
Build relationships with customer stakeholders to ensure broad, lasting satisfaction and buy in

People Manager

Education, Experience, and Skills

Bachelor’s degree preferred
Experience in healthcare a plus
5+ years of work experience on the front lines in relevant customer-facing functions, including customer/client success, account management, customer support and/or sales (including field, inside and national accounts)
A track record across your work history of solving complex, cross-functional customer facing problems
Excellent relationship development and management skills
Active listener who can help clients feel heard while also getting to the root cause of the issues a customer is facing
Dynamic problem-solving mindset oriented towards finding creative solutions to customer issues
A truly great teammate who works well with others cross functionally to find common ground and constructively solve issues as they arise
Ability to think big picture while also focusing on the details of a situation that are causing problems for a client
Knowledge of Salesforce and other relevant tools highly desirable

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 talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

Work is primarily performed in remote office setting

May require flexibility to work multiple time zones

#LI-REMOTE

Pay Transparency, Budgeted Range

$80,000—$110,000 USD

Science - Minded, Patient - Focused.

At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.

Experts in what matters most.

With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.

SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.

From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:

TECHNICAL EXPERTISE

High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.

CLINICAL EXPERTISE

Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.

Learn more About Us here.

Our Culture

At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:  

Be bold in our vision & brave in our execution. 
Communicate directly, with empathy. 
Do what we say we're going to do.  
Be adaptable to change.  
Operate with a bias for action.

Benefits include:

Paid Time Off (PTO)
Health, Dental, Vision and Life insurance
401k Retirement Savings Plan
Employee Discounts
Voluntary benefits

GeneDx is an Equal Opportunity Employer.

All privacy policy information can be found here.

Client Success Manager

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