Client Relationship Management - Area Manager East

GeneDx is a patient-centric health information company that delivers personalized and actionable health insights that inform diagnosis, guide treatment and improve drug discovery. The company is transforming healthcare through its industry-leading exome and genome testing and interpretation, fueled by one of the world’s largest rare disease data sets and its powerful clinical interpretation engine, Centrellis. GeneDx is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. This will enable strategic partnerships built around data from Centrellis that would provide equitable and value based care within a health system

REGION: EAST

Summary:

The Client Relationship Management, East Area Manager reports to the Head of Sales, East and will oversee 9-10 Client Relationship Managers (CRMs). Responsible for hiring, training, coaching and development of CRMs. This individual will ensure our client’s first experience with GeneDx is a memorable one by providing top-tier customer service, full account management, onboarding training, and ongoing educational support as needed. This individual will work in partnership with their Regional Sales Directors in the East as well as with other cross functional Leads in identifying opportunities for improvement, implementing workflows, and defining roles and responsibilities.

RESPONSIBILITIES:

• Recruiting/hiring and evaluation of talent for CRMs
• Demonstrates personal agility; recognizes when to adjust style or approach to meet the situation; dedicates time and energy to self-development.
• Meets expectations and deadlines for all projects and administrative tasks
• Managing escalations to ensure effective resolutions for customer issues.
• Identifying and optimizing coaching moments with the team. Overarching goal is to empower team members to make thoughtful decisions on their own.
• Weekly one-on-ones with direct reports.
• Stay up to date on new product, policy, and program launches and anticipate what type of support the team will need.
• Constantly providing feedback to team members, both positive and constructive.
• Keep a pulse on the team morale and alignment to Company’s mission.
• Proactively identify any CRM activities that show trends of either positive or negative impact, and then take the necessary steps to discuss vigorously and decide if there’s an area for improvement.
• Provide support for new hires by working with Training to facilitate the training sessions.
• Engage with RSDs and other team leads as appropriate to gather feedback on CRM performance.
• Work cross functionally with leads/managers to provide best support from CRM team.
• Work cross functionally to identify more efficient and effective workflows for the business.
• Support RSD to speak with clients who have complaints or complicated needs.
• Work with RSD to make sure that CRMs and Regional Account Executives s are working together in lockstep.

Qualifications:

• Preferred Bachelor’s degree in business, marketing, sciences or related field/or equivalent experience
• 3-5 years of experience in customer relations
• 2+ years of experience in the Diagnostics/Genetics/Genomics industry strongly preferred
• 3 years of experience leading and motivating a team of inside account managers or client facing roles
• Excels in a rapidly changing, competitive environment
• Demonstrates excellent written and verbal skills
• Proficient in Microsoft Word, Excel, PowerPoint and Outlook
• Demonstrates curiosity and exploratory skills
• Advanced presentation skills and business acumen
• Excellent organizational and multitasking capabilities
• High level of emotional intelligence, customer empathy, and active listening skills

Budgeted Pay Range: 127,545 – 135,000