[Hiring] Customer Experience Executive @Foundation Medicine

Role Description

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.

• Ensure FMI’s customers and patients are satisfied with products and services.
• Document and address client concerns and questions promptly.
• Monitor client activities and ordering patterns to identify opportunities for improvement.
• Work strategically with stakeholders to recommend tailored services.
• Serve as a role model for collaboration and customer service.

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 negotiation 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.

Requirements

• Travel within assigned area (per performance standard) and to company meetings (bi-annually).
• Commitment to travel up to 60% of the time.
• Comply with FMI's attendance policies.

Benefits

• The expected salary range for this position based on the primary location of Remote is $67,280 - $84,100 per year.
• A discretionary annual bonus may be available based on individual and Company performance.
• This position also qualifies for Foundation Medicine's benefits.