Hybrid Senior Manager, Strategic Partnership Support, Client Services en Baylor Genetics
Baylor Genetics · Houston, Estados Unidos De América · Hybrid
- Professional
- Oficina en Houston
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.