Regional Client Relations Manager, Esoteric (Virtual in SW Region) in Irving, TX at Quest Diagnostics

Date Posted: 8/5/2019

Job Snapshot

Job Description

Under minimal supervision, the Regional Client Relations Manager is responsible for developing and cultivating long-term esoteric customer relationships and securing customer/revenue retention for the company.  This position is responsible for managing new customer onboarding and optimizing current customer service levels.  The Manager acts as a cross-functional subject matter expert able to resolve issues, provide education and facilitate customer communication. The Manager is proactive in the identification of both business risk and growth opportunity.

Essential Job Duties and Responsibilities

  • Ensure customer retention by building relationships with esoteric accounts.  Act as a resolution advocate between customers and laboratory for operational, technical, logistics, billing, IT and other issues.
  • Produce and continuously improve Quarterly Business Review documents and process; collaborate with Corporate Marketing and Commercial staff to integrate business reviews into customer feedback mechanisms.  Make customer visits with/without Commercial staff to deliver and present Business Reviews.  Support company goals of standardization of processes where applicable.
  •  Proactively partner with Commercial organization, using available tools and insights to identify upsell opportunities and business risk.
  • Support Commercial organization in sales efforts, demonstrating the value of on-boarding process. Oversee new account on-boarding process; manage project according to SOP and corporate policies.  Collaborate with Commercial and Operations to expedite new business and achieve proactive client satisfaction, including client visits.
  •  Visit new and existing clients regularly to obtain VOC and builds relationships with strategic and at-risk customer at multiple levels of the organization, including the C-Suite.
  • Provide expertise, consultation, and resolution support to best address customer problems, increasing engagement and retention.
  • Develop strategic service plans to reduce attrition and at risk customers.
  • Partner with esoteric lab operations and service solutions, keeping current on day-to-day operations and sharing customer VOC insights
  • Provide team support across territories, offering creative insights into new service offerings, building market and functional knowledge banks, and supporting large project implementations
  • Ensure compliance with company policy and government regulations.


Experience, Education, and Licensure

  • B.S. or B.A. degree (or the equivalent in experience), and a minimum of five years’ experience in a high volume, laboratory customer services environment.
  • Six Sigma certification and/or project management certification desirable.

Knowledge, Skills and Abilities                                                                                   

  • Must have a global understanding of departmental functions: Specimen Processing, Logistics and Patient Service Centers/In Office Phlebotomy, Problem Resolution, Client Services, Technical Support, IT Connectivity Systems, Billing Compliance, and Regulatory Compliance
  • Strong facilitation and problem solving skills, and proven successful project management abilities
  • Excellent interpersonal skills necessary to effectively communicate with customers, vendors, and internal personnel, including excellent verbal and written communication skills.
  • Ability to work collaboratively across different work groups, including virtual team environments
  • Possess strong general business acumen – understanding business financials and metrics
  • Strong presentation skills at all levels of client organization.
  • Ability to learn and articulate our value proposition; ability to effectively train end users in small or large group settings; ability to modify training style and content to be meaningful to the audience.
  • Ability to understand and articulate strengths, weaknesses, opportunities and threats (SWOT analysis) in competitive offerings.
  • Ability to understand, interpret, and articulate clinical technical elements and infrastructure; facilitate scientific consultation as required

Please note: This position is virtual but candidate must reside within SW region. Travel will be 60-70%.

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