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South San Francisco, CA

Account Specialist Representative

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Position description

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.

What you'll do:

  • Onboarding new strategic accounts - participate in internal prep conversations and act as main point of contact for the accounts
  • Support existing accounts under ASR management to facilitate improved interactions/operations with Counsyl through both reactive and proactive outreach
  • Travel to key meetings for associated accounts to provide insights into our support offerings and receive feedback on continuous improvement opportunities for Counsyl. Relay learnings to key stakeholders in HQ to drive change
  • Address named accounts’ needs related to all support and billing questions, fulfillment needs, and outbound follow up
  • Participate in business reviews for named accounts in partnership with the accounts’ sales representatives
  • Ensure account documentation is accurate in our CRM system
  • Identifying problems/trends with the accounts and working on ways to decrease/resolve them
  • Main point of contact and working cross-functionally to get questions answered and problems resolved

About you:

  • Results-Oriented Self-Starter. Strong individual contributor capable of working independently and achieving results with minimal daily management from supervisor.
  • Strong Communicator. Clearly articulate the needs of the customer with internal partners and determine the best possible course of action that supports Counsyl and customer success. Effectively and professionally communicate critical messages to customers under management - whether applicable to one or many accounts - ensure the message is customized to each account for maximum efficacy.
  • Accountable Role Model. Operates effectively with freedom to customize daily routine to best meet internal and customer based needs. Continued focus on driving expected results. Highly accountable for delivering on desired KPIs and goals. Key participant in ensuring the entire Concierge team meets their objectives, not just their own.
  • Builder with Beginner’s Mind. Combine institutional knowledge within the team with creativity and data to continuously improve Counsyl’s ability to meet the needs of our customers. Provide feedback to Customer Success/Commercial Operations leadership to improve the customer experience.
  • Track and Measure for Continuous Improvement. Help drive quantitative measurement of the work of the ASR team and ensure we are accurately capturing the account experience and working to improve it through process, product and services. Help assess how to best support Concierge accounts now and in the future.
  • Strategic Thinking. Provide feedback on the strategic vision for the ASR team to help maximize our efforts, return and team engagement.

Qualifications

  • A Bachelor's degree. Master’s degree or equivalent experience a plus.
  • Experience with Salesforce and Service Cloud
  • 1-2+ years in a Client Services role at Counsyl or related company (healthcare/biotech preferred), 4 years+ in Client Services in totality
  • Extensive knowledge of customer needs assessment and how to manage customer relationship effectively; experience delivering consistent service to internal and external stakeholders
  • Extremely comfortable and effective at engaging customers remotely and face-to-face
  • Proven ability to track and improve upon desired metrics for managed accounts. Proactive communication if KPIs begin to decline so that we can take action to improve.
  • Advanced organizational skills with the ability to handle multiple assignments
  • Proven ability to lead by example
  • Outstanding verbal, written and presentation skills
  • Alignment to Counsyl’s vision and core valuesTravel as required

About Counsyl

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.

Interview process

Counsyl is driven by some of the brightest people in the industry. Our interview process is geared to ensure that we continue to hire the very best. We are an equal opportunity employer and value diversity at our company.

Our interview process is composed of practical and situational interviews in a series of settings spanning Skype, practical exams, and in-person meetings. Our goal is to gauge both your ability to succeed in the first 90 days as well as your capacity to scale with us as we grow.

Why Counsyl?

Throughout it all, we are looking to understand why you are driven to be a part of our company. Specifically, we want to know how you identify with our mission and will contribute to our team.

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Counsyl has renamed its products effective July 19, 2017. The Family Prep Screen is now the Foresight Carrier Screen. The Informed Pregnancy Screen is now the Prelude Prenatal Screen. The Inherited Cancer Screen is now the Reliant Cancer Screen.

The new names now appear on all communications from Counsyl. If you have any questions, please contact Counsyl directly.

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