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Client Services Manager

OncoHost is looking for an experienced Client Services Manager (CSM) to help us grow and expand our reach. This position reports directly to the Chief Commercial Officer (CCO).

As the CSM, you will be a key member and leader of our growing client services department. You will be responsible for providing superior customer service to clients and patients, overseeing and working collaboratively with other Client Services team members to achieve department goals, and working cross-functionally with commercial and lab operations partners to identify scalable solutions for OncoHost. This is a full-time on-site position.

Key responsibilities:

  • Build and lead a team of customer service associates and ensure they are providing an exceptional client experience
  • Receive and respond to all types of communication: phone, email, and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while always demonstrating a positive and professional image for OncoHost
  • Keep precise and clear documentation of all email, fax, phone communications and follow-up activities
  • Partner with the clinical lab to ensure client information is correctly entered
  • Professional and effective communication internally and externally
  • Assist with kit orders, and coordinate offsite phlebotomy services as needed
  • Communicate with clients, patients, and sales team using Salesforce (CRM) and other integrated software platforms
  • Use problem-solving skills to resolve customer complaints and escalated situations
  • Demonstrate flexibility and adaptability in a fast-paced dynamic environment

Requirements:

  • 3+ years of experience working in client services with some leadership responsibilities is required
  • Experience in the diagnostic, medical device, biotech, or healthcare setting is preferred
  • Client services experience with oncologists and pathologists is preferred
  • Solid experience using Microsoft Office and Salesforce (CRM) is preferred
  • Quick learner who can work collaboratively in a dynamic, fast-paced environment and create and implement procedures and policies
  • Excellent written and verbal communication skills with a high level of computer proficiency
  • Ability to multitask, work with self-discipline, good judgment, and independence
  • Demonstrated ability to be an organized, detailed-oriented problem solver and manage client-facing escalated situations in a professional manner
  • Flexibility with respect to working hours based on client and company needs
  • Bilingual English/Spanish is an asset

Contact us

US office

1110 SE Cary Parkway, Suite 205
Cary, North Carolina
27518
T. (855) 950-2112
E. support@oncohost-us.com

Israel office

17 Hamelacha Street, Floor 1
Binyamina, Israel
3057324
T. +972 485 37558
E. support@oncohost.com