Customer Experience Executive - OR & WA
Role Overview
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.
Full Job Posting
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.
- #LI-Remote
About Foundation Medicine
Foundation Medicine is a precision-medicine company developing genomic diagnostic tests for cancer patients, clinicians, researchers, and biopharma companies.
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