As an Account Specialist Representative (ASR), you will report to VP Commercial Operations/Director Customer Success and provide account-specific support to a subset of practices who utilize Counsyl. You will be the main point of contact for all service and support questions from your assigned accounts.You will be tasked with understanding the needs and challenges facing your accounts and devising ways to reduce service gaps associated with ordering Counsyl tests for patients. The ASR will be on the front lines and will act as the face of the organization for our customers including physicians, clinics, and their medical staff. We work to resolve and preempt customer issues to ensure a positive customer experience and limit the amount of operational burden on Counsyl to support these.
Counsyl’s ASR team carefully balances reactive issue resolution and proactive account management to best address the needs of their accounts related to Counsyl. Counsyl ASRs are senior members of the Customer Success team within the Commercial Operations organization at Counsyl. As such, they are expected to step in to assist when the team at large needs support or to provide advice or guidance to more junior CSAs.
ASRs often assist with training of CSAs both formally and informally as well. You will also interact directly with Director and VP level members of the field team, as needed. ASRs also participate in work groups and discussions when the needs of customers require a knowledgeable person from the Client Services/Customer Success org. Counsyl ASRs also participate in discussions related to onboarding new strategic accounts effectively and efficiently, piloting new Counsyl products or services with accounts or assisting accounts and Counsyl through major service transitions (e.g. large scale EMR integrations).
ASRs must be skilled in all Client Services functions and the operations of their accounts. They must also be able to think outside the box to solve issues and create solutions that may not be present when the root cause of an issue is identified.
Counsyl is a health technology company that offers DNA screening for diseases that can impact men, women and their children. The Counsyl philosophy is simple: screen for diseases where advanced knowledge makes a difference in health outcomes, whether it’s changing a behavior, pursuing preventative measures, or simply preparing for what lies ahead.
The Counsyl team includes an accomplished group of problem-solvers — top engineers, scientists, and designers — who are taking the lead on building the modern clinical laboratory. Scientific rigor, custom robotics, and software are at the heart of every Counsyl product, resulting in better, faster and more affordable screens that are broadly accessible. Beyond the laboratory, Counsyl offers doctors and patients a technology platform for results delivery in real time, with on-demand access to board-certified genetic counselors.
Counsyl has screened more than 750,000 patients and served more than 10,000 health care professionals in its CLIA-certified, CAP-accredited and NYS CLEP-permitted clinical laboratory. The company has raised a total of $102 million and is privately backed by Pilot Growth Equity, Goldman Sachs Asset Management, Founders Fund, Felicis Ventures, David Drummond, and other high profile investors.