Client Retention Manager

About Us

Inform Diagnostics, a Fulgent Genetics Company, is a nationally recognized diagnostics laboratory focused on anatomic pathology subspecialties including gastrointestinal pathology, dermatopathology, urologic pathology, hematopathology, and breast pathology.

Founded in 2011, our parent entity, Fulgent Genetics, has evolved into a premier, full-service genomic testing company built around a foundational technology platform.

Through our diverse testing menu, Fulgent is focused on transforming patient care in oncology, anatomic pathology, infectious and rare diseases, and reproductive health. We believe that by providing a wide range of effective, flexible testing options in conjunction with best-in-class service and support, we can redefine the way medicine is managed for patients and clinicians alike.

Since integrating with our therapeutic development business, Fulgent is also developing drug candidates for treating a broad range of cancers using a novel nanoencapsulation and targeted therapy platform. By merging our fields of expertise, we aim to become a fully integrated precision medicine company.

Summary of Position

The Client Retention Manager works with Inform Diagnostics' clients and business partners, leads company-wide initiatives that focus on enhancing the client experience, proactively improves client loyalty, reduces client attrition, and re-engages lost clients. The role oversees and reviews client complaints and holds departments accountable for conducting root cause analysis, providing timely resolutions, partnering with IDX teammates to drive resolution for global process improvements to prevent future complaints, and driving follow up communication with the complaint originator. The Client Retention Manager acts as the voice of the customer and the ambassador for all client-related activities. This position reports into the head of Client Services with a dotted line reporting into Sales leadership.

Key Job Elements

Dedicated Cross-Functional Retention Advocate

• Influences decisions related to client satisfaction and experience for all service-related departments at all organizational levels.
• Partners with all service-related departments to ensure service agreements and commitments are met.
• Collaborates with leaders to enhance our service offerings, service recovery efforts, and reduce service failures.
• Meets weekly with Sales leadership to review their book of business, client temperament, and to provide guidance and support.
• Communicates directly to both satisfied and dissatisfied clients to help improve our core product and service offering through outbound calls, emails, and in-person meetings.
• Partners with the Marketing team to create a client survey and drive initiatives to improve our Net Promoter Score based on survey results.
• Exudes a positive attitude/energy that is visibly by clients and team members while displaying a commitment and passion for patient care.
• Partners with Finance to forecasts potential loss of revenue and case volume due to various complaint metrics.
• Works across the organization to ensure customer cases are identified, flagged, and responded to promptly.
• Monitors the SLA for complaint resolution across the organization and develops the strategy to drive enhanced customer satisfaction.
• Works cross-functionally to increase understanding on how to interpret Customer Health data, including Sales, Marketing, Client Services, Product, Finance, Pathology, Laboratory Operations, and IT. Establishes tracking and reporting methods for internal use and distribution to the field team and or/various departments.
• Makes recommendations on client retention strategies and improvements based on the feedback.
• Analyzes data, identifies trends, makes recommendations, and prepares and presents results regarding client retention plans and metrics to the senior leadership team on a regular basis.
• Compiles feedback and reports it to the necessary departments for further action.
• Works closely with our Continuous Improvement team to drive larger company-wide projects to enhance the client experience, proactively reduce complaints, and loss of clients.
• Supports the on-boarding and monitoring of new clients and renewal of existing clients. Creates and drives a formal client off-boarding program.

At-Risk Client Management

• Create a robust process for clients deemed as At Risk. The At Risk process will include quick action to mitigate losing the client, monitoring the heath of the client, and long-term strategies to prevent clients from being At Risk.
• Partner with Continuous Improvement team to perform customer analysis, segment customers into meaningful and actionable groups, establish reporting infrastructure, track, and analyze performance, and communicate out results.

Low/No-Utilization Clients

• Partners with Sales to create a re-engagement campaign for lost clients. Success of this role is measured by decreasing client attrition, enhancing client experience, and re-engaging lost clients.
• Along with our Continuous Improvement Team, map and optimize the end-to-end customer journey: Work with internal teams to identify places in the customer journey where customer disengage, then develop strategies to pre-emptively identify, win back and retain those customers.
• Define proactive retention strategy to target customers with low/no usage who are at risk for not renewing. Leverage data models and customer insights to identify ways to segment and target customers to drive usage.
• Create and manage long and short-term customer development and retention plans to increase revenue.

Knowledge/Experience

• Bachelor's Degree preferred and/or relevant experience.
• Minimum of 8 years' experience (including 5 years' account management and/or customer service experience and 3 years interpreting client data, data analytics, and interfacing with clients).
• Ability to be flexible and adaptable to changing priorities while maintaining high level of personal accountability Demonstrate "Core" level knowledge of the lab industry, technology solutions and competitive strategies through the use of company resources, on the job training, and marketing material.
• Ability to negotiate and influence across functions to drive results.
• Ability to analyze and document workflows and productivity.
• Excellent written and verbal communication skills, organizational and multitasking skills.
• Proficient in MS Office, must be able to run reports, create graphs, and analyze data.

Environment

Fulgent Therapeutics, LLC is an Equal Employment Opportunity Employer.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.

Please note that Fulgent (and its affiliated companies, including Inform Diagnostics and CSI Laboratories) does not accept unsolicited information and/or resumes from search firms or agencies for our job postings. Search firms or agencies without an applicable contract and/or express approval to recruit for the role in question - that choose to submit a resume or client information to our career page or to any employee of Fulgent - will not be eligible for payment of any fee(s), and any associated shared data will become the property of Fulgent.