Clinical Software Success Manager

Customer Service Manager, Laboratory Software

Central Time Zone or Eastern Time Zone

Daytime hours, typically 8:00am-5:00pm

As a Customer Service Manager, Laboratory Software you will leverage your deep clinical workflow expertise to champion healthcare technology adoption, strengthen client partnerships, resolve technical challenges, and collaborate closely with the sales and support teams.

Job Responsibilities

• Partner with sales to deliver clinical and technical demonstrations of Labcorp software products and provide ongoing guidance to internal teams and customers.
• Collaborate with sales and other internal stakeholders to define, document and refine clinical workflows, incorporating Labcorp software solutions and other support tools.
• Monitor and analyze client metrics and feedback to identify optimization opportunities and maximize customer success with software and genomic testing solutions.
• Capture, document and communicate client feedback to influence the release of enhancements and bug fixes.
• Partner with Enterprise Project Managers to facilitate implementation/integration projects.
• Lead customer onboarding and training to drive adoption and longterm success.
• Partner with internal customer support and technical support teams to help resolve client escalations and be an active participant in special projects.
• Present relevant client metrics and insights during customer business reviews with key stakeholders.

• Bachelor's Degree (BA/BS) OR Registered Nurse
• 3 years or more of experience in implementing, onboarding and supporting clinical decision solutions with clinics and health systems of all sizes
• 3 years or more of demonstrated success in account management, customer success management or other business to business relationship engagements
• Working knowledge of clinical, research and/or electronic medical record workflow
• 3 years or more of experience managing multiple project timelines

• Registered nurse, Board-certified genetic counselor or similar clinical position that requires navigating patient clinical IT system workflows on a daily basis
• 2 or more years of experience using Epic systems and clinical decision support tools in hereditary cancer
• 2 years or more of experience in clinical or translational research, preferably in a clinical genetics laboratory setting, or comparable combination of experience
• 1 year or more of project management experience
• 1 year or more of performing data analysis for healthcare or laboratory organizations

• A passion for customers and a commitment to high customer satisfaction.
• Excellent communication and teamwork skills - including the ability to map out components of a project and create an estimated timeline for the work.
• Ability to present to diverse levels of internal and external organizations including a variety of clinical areas.
• Strong interpersonal skills and the ability to establish solid relationships and elicit cooperation from a variety of stakeholders.
• Exceptional analytical and strategic problem-solving skills.
• The ability to work both independently and collaboratively in a dynamic environment.
• Flexible shifting priorities, demands, and timelines; able to promptly and efficiently react to project adjustments and changes.