Help drive overall post-sales relationship with assigned accounts to promote expansion of DI footprint, including activities such as training, professional services, technical support, and renewals
Focus on the delivery of Support to assigned Partners and Strategic Customers
Provide a single point of contact for technical escalations to ensure issues are being resolved in a timely manner and updates are being provided to the correct resources
Establish and maintain relationships with assigned Partners and Strategic Customers
Provide oversight of assigned Partners and Strategic Customers’ support interactions
Act as an escalation point for support within the CS Teams for their assigned accounts
Provide broad picture view for services for assigned customers; relay best practices
Regular check-ins for support related issues with assigned Partners and Strategic Customers to ensure customer satisfaction and success with DI products and services
Identify and resolve barriers to customer success and reduce support turnaround times
Identify renewal and upsell opportunities, move customer toward Enterprise-wide deployment of DI solutions
Track assigned customer and partner engagement metrics and satisfaction indicators
Ensure customer and partner feedback is communicated internally to enable ongoing improvement of DI products and services
Work with VP of Operations, Partners and Strategic Customers to address trends and establish a way to address
Ensure Partners are getting the training they need
Ensure Partners are meeting contractual obligations for Support
Liaison/Collaboration with TPS , Partner and Sales teams to ensure customer and partner satisfaction
Travel up to 25%
Knowledge, Skills, and Abilities:
Strong interpersonal and communications skills; including ability to communicate highly technical concepts to people of varying level of technical competency
Proven problem-solving approach
Ability to mentor others
Process Improvement Mindset
Possess high attention to detail
Excellent customer interaction skills
Self-motivated and to effectively manage multiple projects
Extensive experience and knowledge of computer hardware, computer networking, Microsoft operating systems and Microsoft Office Suite (Word, Excel and Outlook)
Expert level of knowledge related to Strategic Customer Account management, support and service
Ability to follow DI’s policy and procedures
Meets customer requirements for on-site visits (may include immunization requirements)
Education and/or Experience
Minimum of an Associate's Degree and least 5 years of relevant professional experience in a Technical Account Manager/Support Engineer role or at least 5 years relevant working experience.
Physical Requirements/Working Conditions:
While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer.
Preferred skills and experience:
In addition to the above requirements, the ideal employee/candidate will have experience with the following:
Clinical laboratory space and workflow knowledge
Healthcare IT Software
Previous experience with Instrument Manager
Project Management
Supervision Level
This person reports directly to the VP of Operations and may mentor others in the department.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
