Job Summary:

As the Diagnostic Genomics Senior Manager of Customer Success, you will lead a team dedicated to driving customer satisfaction, retention, and expansion. Your role focuses on ensuring successful customer adoption, identifying growth opportunities, and fostering long-term relationships with our clientele.

Qualifications and Experience:

Education:

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred).

• Proven experience 5-7 years in a customer success or related role, with 2-3 years in a managerial or supervisory capacity.
• Exceptional leadership skills with the ability to mentor, motivate, and develop a high-performing team.
• Strong analytical skills, capable of interpreting data to derive insights and drive customer success strategies.
• Excellent communication and interpersonal abilities, capable of building and maintaining strong client relationships.
• Proficiency in CRM systems, customer success software, and the Microsoft Office Suite.

Duties and Responsibilities:

• Customer Relationship Management: Oversee a team responsible for maintaining strong relationships with customers, providing guidance, and ensuring overall satisfaction.
• Customer Onboarding and Adoption: Develop and optimize customer onboarding strategies, ensuring a smooth transition for new clients and driving product adoption.
• Renewals and Upselling: Collaborate with the sales team to strategize renewal processes and identify opportunities for upselling or cross-selling products or services.
• Customer Advocacy: Cultivate a culture of advocacy among customers, ensuring their voice is heard within the organization, and leveraging feedback for product/service improvements.
• Performance Analysis: Track and analyze customer success metrics, generating reports, and implementing improvements based on insights to meet departmental KPIs.
• Team Leadership: Mentor and develop the customer success team, fostering a high-performance culture and providing guidance for individual growth.

EEO Statement:

Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.