Engage with our client base to ensure best in-class client experience while also deepening our relationships with key stakeholders in our client portfolio with a hands-on approach
Drive and prioritize voice of customer by inter-departmental collaboration to bring the VOC to product development
Collaborate with sales counterparts on accelerating account expansions and renewals as well as identify renewal risks and implement remediation plans
Develop scalable processes to gain efficiencies in workflows and report out with appropriate KPIs
Manage and mentor your high performing teams
Cross-collaborate and ensure teams are trained to handle new onboarding procedures
Act as hiring manager when expanding your teams
Develop and train Clinical Service team members
Review and manage customer satisfaction results
Overall responsibility for customer feedback QMS process

MS with 3+ years of experience or Ph.D. in Biology, Bioinformatics, Computational Biology, Computer Science or related fields
PMP certification a plus
Understanding and skills in analyzing next-generation sequencing data, qPCR, and a strong biology background
Experience in clinical laboratory setting with deep understanding of clinical reporting
Strong track record of improving operations and data driven decision making
Personal initiative and ability to effectively lead a team.
Excellent communication skills and ability to learn and work independently when necessary
High energy and inquisitive and strong attention to detail

Technical Services Manager

Key skills