About the Job:
The Customer Experience Executive (CEE) within the Customer Experience team
partners directly with a subset of current, key FMI accounts serving as a single
point and liaison of contact for pre-, peri-, and post-testing. The position is
responsible for providing operational and excellent customer experience end to
end which includes support across all of FMI’s product portfolio and services in
addition to direct insights on case management.
The CEE ensures FMI’s customers and patients are satisfied with our products and
services, client concerns and questions are documented and addressed promptly,
and monitors all client activities and ordering patterns to identify
opportunities for improvement and refinement of service delivery. This role
works strategically with all relevant stakeholders to recommend tailored
services that champion the sustainability and growth of key accounts. The CEE is
a role model for collaboration and the best customer service to ensure metrics
display the best in the business.
Key Responsibilities:
Partner closely with large client accounts to educate and assist in
operationalizing FMI’s product portfolio and offerings to exceed client
expectations end to end, becoming a reliable point of contact
Collaborate cross-functionally with internal stakeholders to improve account
services and implement custom solutions tailored to needs of the client that
may be outside of standard resolution process
Identify potential operational issues that may delay existing orders, suggest
resolutions, and implement solutions
Partner with critical internal and external stakeholders to strategize
process changes that help sustain and grow accounts
Collaborate with CEE leadership as well as Area Director (AD), based on
assigned Area, to identify priority accounts / support needs, which may
evolve over time based on priorities
Monitor client activities and ordering patterns to improve and refine service
delivery, follow through to ensure all improvements are reviewed and put in
place
Gather and document feedback from clients regarding process improvements,
work with Operations team to put ideas in place to ensure the best customer
experience
Proactively schedule and maintain regular interactions with key customer
contacts to optimize workflow and service delivery for excellent customer
experience as measured
Manage collection of information required for testing and documentation with
external contacts, including hospitals, pathology laboratories, and patients
Be an expert at FMI services, offer support across a range of technology
product offerings in a welcoming manner
Meet regularly with internal stakeholders to stay current with procedural
changes, ensure training is compliant
Ensure commitment to FMI patients and clients while maintaining a
professional and warm presence in all settings (email, phone, occasional
face-to-face)
Attend to emails within 24 hours unless exceptional circumstances arise
(vacation, sick) and formulate backup plans when appropriate
Responsible for collaborating with different work groups internally and
departments to improve the customer experience
Coordinate internal projects and determine the best utilization of resources
for the best customer experience
Partner across various support areas within Client Services ensuring
collaboration and teamwork
Travel within assigned area (per performance standard) and to company
meetings (bi-annually). Commitment to travel up to 60% of the time
Other duties as assigned
Comply with FMI's attendance policies
Qualifications:
Basic Qualifications:
Bachelor’s Degree or relevant equivalent work experience
4+ years of experience in customer service supporting biotech, healthcare, or
healthcare sales roles
Lives within 50 miles of defined workload center of territory/accounts
Preferred Qualifications:
5+ years of experience in a related customer service, biotech, healthcare, or
sales role
Experience with utilizing a Customer Relationship Management (CRM system)
Experience using the Salesforce contact platform
Experience in data and trend analysis for account management
Prior experience in working with remote teams
Demonstrated history of managing multiple concurrent initiatives while
maintaining workflow
Proficiency with Microsoft products, including Word, PowerPoint and Excel
Demonstrated ability to manage and escalate issues and drive issue resolution
Demonstrated ability to problem solve both technical and human/interpersonal
problems
Ability to work independently with minimal direct supervision
Ability to perform in a detail-oriented and accountable manner that meets
deadlines
Established problem-solving abilities and analytical and negotiations skills
Strong interpersonal skills, including excellent written and oral
communication
Understanding of HIPAA and the importance of patient data privacy
Commitment to reflect FMI’s values: Integrity, Courage, and Passion
The expected salary range for this position based on the primary location of
Remote is $67,280 - $84,100 per year. The salary range is commensurate with
Foundation Medicines compensation practice and considers factors including, but
not limited to, education, training, experience, external market conditions,
criticality of role, and internal equity. A discretionary annual bonus may be
available based on individual and Company performance. This position also
qualifies for Foundation Medicine's benefits.
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