Senior Manager, Strategic Partnership Support, Client Services
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Job Description
We are seeking a Senior Manager of Strategic Partnership Support to lead the Client Services team dedicated to our high-impact strategic partners in the genetic testing space. This individual will be responsible for delivering a seamless and elevated customer experience, while proactively identifying and resolving complex issues that affect our partners. The role requires strong cross-functional collaboration to drive operational excellence and ensure client satisfaction at scale. The ideal candidate brings a strategic mindset, strong leadership skills, and a passion for delivering exceptional service in a fast-paced, evolving environment
Qualifications:
Education:
- Bachelor’s degree in Business Administration or related field
Experience & Skills:
- 3-5 management experience
- 8 years experience in genetic testing/ health care industry
- Ability to clearly define customer service workflow issues and work with cross-functional teams to solve them.
- Strong knowledge of Salesforce and smartsheets
- Excellent written and verbal communication skills
- A willingness to define and navigate ambiguity, pivoting quickly with changing priorities in a fast-paced environment with tight deadlines.
Key Responsibilities:
- Serve as the primary escalation point for partnership-related service issues, resolving complex problems with a sense of urgency and professionalism.
- Mentor and coach team members to ensure professional development and alignment with company goals and customer needs.
- Analyze customer service trends, identify root causes of issues, and implement process improvements to drive efficiency and customer satisfaction.
- Act as the bridge between the client and internal teams (e.g., operations, laboratory, commercial, billing, and IT) to ensure aligned priorities and seamless service.
- Develop a deep understanding of the client's needs, workflows, and success metrics to proactively anticipate and resolve issues.
- Support regular business reviews and performance updates with client stakeholders.
- Monitor service levels and ensure the team consistently meets or exceeds KPIs including response time, resolution turnaround time (TAT), and client satisfaction.
- Work effectively with Sales, Customer Success, SMD, Clinical Support and Billing to provide exceptional service across the customer journey.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.