Customer Experience Operations Manager at Foundation Medicine, Inc. in Morrisville, North Carolina

Job Description:

About the Job

The Customer Experience Operations Manager within the Client Experience team partners directly with the Area Leaders of all territories in support of the Customer Experience vision and in support of an optimal customer experience and exceptional customer satisfaction end to end. The position is responsible for collection and processing of customer data to obtain a better understanding of FMI customers' points of view, pain points, and experiences across all regions. This position can be located in Cambridge, MA or Morrisville, NC (RTP).

This position is also responsible for strategy execution, onboarding, Customer Experience training and coaching. This position owns content creation and establish best practices based on data driven insights and trends. This role works closely with area leaders to develop tools and cross functional initiatives that drive efficiency.

Key Responsibilities

• Work collaboratively with Customer Experience leaders and other Client Services personnel by providing an additional layer of mentorship, training, and client support.

• Partner closely with clients and key internal stakeholders to educate and assist in operationalizing Foundation Medicine's product portfolio and offerings, in a way that meets client expectations.

• Work cross functionally with internal stakeholders to improve account management, both broadly and account based, by designing and implementing custom solutions tailored to needs of the client that may be outside of standard resolution process.

• Serve as a supportive link for the Client Experience leadership team.

• Assist with the development and execution of strategy to deliver end to end customer experience.

• Drive efficiencies through strategizing and implementation of process changes that will help sustain and grow accounts.

• Design and develop training and educational materials focused on onboarding, product initiatives, market trends and the end to end customer testing journey.

• Host "train-the-trainer" sessions for internal subject matter experts.

• Partner with Process Excellence to develop best practices and tools to support proactive service and support the best possible customer experience.

• Analyze account data and trend ordering patterns proactively across accounts to identify account management solutions at scale and present findings to relevant stakeholders.

• Understand data analytics and extract useful or actionable information along with strong problem-solving skills for ensuring customer service gaps are addressed by the Client Experience team.

• Collaborate with business partners to initiate client and/or customer surveys with a lens on continuous process improvement.

• Support CEEs in developing service plans and engaging with senior stakeholders when appropriate.

• Assist in collecting ancillary information required for testing and documentation with various external contacts including, but not limited to, hospitals, pathology laboratories, and patients.

• Offer technical support across a range of technology product offerings.

• Meet regularly with internal operational stakeholders to stay current with procedural changes.

• Travel up to 25% a year to attend meetings and meet with stakeholders.

• Other duties as assigned.

• Bachelor's Degree

• 6+ years of experience in a related customer service, biotech, healthcare, or sales role

• 2+ years of experience with utilizing a Customer Relationship Management (CRM system)

• 2+ years of experience in data and trend analysis

• 4+ years of account management experience in a health care or biotech setting

• Experience:
  
  
  • in data and trend analysis for effective account management and operational process improvement
  • working with and supporting remote teams
  • problem-solving both technical and human/interpersonal problems
  • identifying when to escalate customer success issues as necessary, either to customers or within the organization

• History of managing multiple concurrent initiatives while maintain one's own workflow, and of performing work in a detail-oriented manner that meets project deadlines

• Track record of managing escalated issues and driving issue resolution

• Advanced skillset in Microsoft Suite, including, Word, PowerPoint, Excel, PowerBI, and SQL

• Strong interpersonal skills that include excellent written and oral communication

• Demonstrated ability to work independently, with minimal supervision

• Understanding of HIPAA and importance of patient privacy and data regulations

• Commitment to reflect FMI's values: passion, patients, innovation, and collaboration