Research Cust Relations Mgr- Wood Dale, IL req55088 in Wood Dale, IL at Quest Diagnostics

Date Posted: 11/13/2020

Job Snapshot

Job Description

Research Cust Relations Mgr- Wood Dale, Illinois - Monday - Friday

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.


The Research Customer Relations Manager is responsible for developing and cultivating long-term customer relationships and securing customer/revenue retention for the company. This includes interacting with the customer to deliver optimal customer service and coordinating activities that derive the most value to the customer. This position will lead a team of customer solutions personnel to support clinical research solutions function.This position will lead a team of customer solutions personnel to support clinical research solutions function.


•Act as advocate for subjects / patients and customers within the organization, based on insights from phone interactions.
Overall project management of Clinical Research accounts; liaison on project matters with key business functions

•Visits new and existing clients regularly to obtain VOC and build relationships with strategic and at-risk customers.

•Maintain local market knowledge of competitor service offerings and make recommendations to improve our service.

•Work with Commercial / Research Account Executives  to set reasonable operational targets (service / quality metrics), participate in strategic options for new accounts; participate in strategic review sessions.

•Proactively partners with the Sales Team to ascertain current customer needs and identify potential opportunities with existing and new clients.

•Supports Commercial organization by identifying up-sell opportunities.

•Provides expertise, consultation, and resolution support that best address the customer’s problems and increases engagement and retention.

•Develops and coordinates strategic Service Plans for assigned accounts that target customer’s key business initiatives and pain points. This includes proactively monitoring renewal risk factors such as Requisition volume, customer pain points, customer satisfaction, and internal training needs.

•Drives and organizes client specific and/or regional education seminars, technology and/or skills fairs, user groups, and value based on-site client engagements.

•Serves as a point of contact for the customer with internal partners such as Commercial. Operations and Franchises to share relevant feedback and recommendations related to customer needs

•Reconcile monthly and miscellaneous billing for client and billing operations to ensure accurate billing

•Facilitate client supply kid production and delivery

•Primary contact for sponsor for central lab studies


This position will supervise a team of 6 to 10 employees in the service solutions functions:  service solutions representatives, service solutions specialists, sales support coordinators and IT resources.


•B.S. or B.A. degree (or the equivalent in experience), and a minimum of five years’ supervisory experience in a high volume, fast-paced customer services environment.  
•Proven administrative and management ability to provide for the competent direction, control, and planning of all departmental activities.

•Strong leadership and problem solving skills;

•Basic knowledge of systems analysis and data processing applications as related to computerized record keeping systems.

•Excellent interpersonal skills necessary to effectively communicate with customers, vendors, and Quest Diagnostics  personnel.

•Excellent verbal and written communication skills.

•Ability to understand and articulate strengths, differentiation, weaknesses, opportunities and threats in competitive offerings.

•Ability to work collaboratively across different work groups.

•Possess strong general business acumen – understanding business financials and metrics

•Ability to prioritize decisions based on business impact and targets.

•Ability to take a strategic approach to managing an account and proposing viable solutions to problems.

•Strong analytic skills; ability to understand metrics and usage statistics.

•Strong presentation skills at all levels of client organization.

•Ability to learn and articulate our value proposition; possess and 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, interpret, and articulate technical elements and infrastructure

•Direct the staff of Research Customer Solutions

•Leads by example in demonstrating “gold standards” behaviors

Physical /Mental Requirements:

• Ability to stand and sit for extended periods of time

• Occasional overnight travel may be required.

• Extensive judgment skills utilized

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