Client Support Executive providing customer support for Kainos' Smart™ applications. Analyzing customer needs and assisting with onboarding and continuous improvement of services offered.
About the role
- Client Services Associate providing exceptional client experience in biotech industry. Handling complex inquiries and collaborating with healthcare professionals to ensure efficient operations.
Responsibilities
- Serve as the primary point of contact for escalated or complex client inquiries
- Drive territory growth and retention by resolving cases with urgency, accuracy, and a high degree of customer satisfaction
- Maintain comprehensive and precise documentation of all communications, follow-up activities, and resolution steps in Salesforce and LIMS
- Ensure strict adherence to SOPs, quality standards, and compliance requirements while identifying opportunities to streamline processes
- Independently manage order workflows, proactively engaging with healthcare professionals to gather missing or critical information to ensure accurate order fulfillment
- Collaborate with Clinical Laboratory, Commercial, and Operations teams to troubleshoot issues and implement scalable solutions
- Manage the release, correction, and re-delivery of patient reports with a focus on timeliness and accuracy
- Leverage Salesforce and integrated systems to track, manage, and communicate case progress effectively
Requirements
- Bachelor's degree preferred; high school diploma or equivalent required
- 0-2+ years experience working with customers within biotech, life sciences, diagnostics, or healthcare sectors
- Proven proficiency using Salesforce.com and Microsoft Office Suite
- Excellent written and verbal communication skills
- Strong computer skills, preferably in a Mac environment
- Ability to multitask and manage multiple projects independently
- Experience working effectively in a collaborative team environment
- Flexibility regarding working hours based on operational needs
- Bilingual in English and Spanish is a plus.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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