Manage onboarding of new clients upon the execution of an agreement by the Sales team.
Serve as the Baylor Genetics Subject Matter Expert (SME), providing guidance and education to assigned clients.
Regularly monitor client activity, working closely with cross-functional teams to manage and resolve critical situations.
Execute a comprehensive engagement and communication strategy, focused on proactive customer satisfaction and retention.
Perform periodic (quarterly) customer business reviews, engaging key client stakeholders.
Leverage Salesforce CRM to document client activity, improve operational effectiveness.
Represent the Voice of the Customer, effectively communicating customer feedback to key internal stakeholders.
Work closely with the logistics team to send kits and other supplies.
Support client expectations and manage project deliverables and timelines with clients and company stakeholders.
Understand the full scope of operations to accommodate new business and partnerships.
Achieve all KPIs related to onboarding, issue resolution, and retention.
Adhere to the Code of Conduct as outlined in the Baylor Genetics Compliance Program.
Perform other job-related duties as assigned.

Bachelor’s degree
Demonstrated history of 2-4 years of successful client experience/account coordination
Ability to think critically and independently
Must be solution-driven and proactive in setting parameters and adhering to deadlines.

Customer Relationship Manager

Key skills