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_QualTex Laboratories is an FDA-registered and CLIA-certified organization that provides state-of-the-art, high volume capacity donor screening and biological testing services. It is one of the largest independent, nonprofit testing laboratories in the United States and has locations in San Antonio and Atlanta_

Job Title: Customer Success Associate, QT Customer Success

Revision: 0000

Job Code: 701682

FLSA: Exempt

Hybrid? N

Dept.: Customer Success

Business Unit: QualTex‐SA

CPF Level: TB3

General Summary

As a Customer Success Associate at Qualtex, your primary responsibility is to support Customer Success Managers and internal teams in ensuring operational excellence in terms of customer experience, revenue recognition, churn mitigation, and overall company improvement.

Your role is essential to the business as you run audits and other transactional efforts to deliver world‐class service.

Your role is crucial in ensuring that Qualtex delivers exceptional service to its customers, drives revenue growth, minimizes churn, and continuously improves its operations.

Your ability to be organized, detail‐oriented, and adept at managing the customer lifecycle will be instrumental in your success in this role.

You are expected to demonstrate a strong background in business operations and customer success skills. Your expertise should encompass streamlining workflows, enhancing customer engagement, and aligning actions with organizational objectives.

Success in this role hinges on your strategic acumen and ability to get things done, as well as your capacity to foster collaboration across various departments.

Your contributions will play a pivotal role in steering our organization towards sustained success and operational excellence.

Commit to and abide by the character of BioBridge Global’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE). Support, communicate and reinforce the mission and vision of the enterprise.

Provide world class customer service by capturing and being responsive to the voice of the customer (internal or external, including donors for select positions) through multiple feedback channels in order to resolve issues and drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes.

It is essential that the incumbent have a valid driver's license and be at least 18 years old with a good driving record to meet organization driving standards.

Major Duties and Responsibilities

Essential Tasks

Customer Account Management:

Support Customer Success Managers in managing and optimizing customer accounts.

Address and resolve complex customer issues and concerns with a focus on long‐term satisfaction. Develop and maintain strong, trusting relationships with key customer stakeholders.

Operational Excellence:

Lead initiatives to streamline and enhance operational processes, ensuring seamless customer interactions.

Implement best practices to improve efficiency and effectiveness in customer service delivery.

Monitor and report on key performance indicators (KPIs) to track progress and identify areas for improvement.

Revenue Recognition and Growth:

Identify and execute opportunities for upselling and cross‐selling products and services.

Collaborate with sales and marketing teams to develop strategies that drive revenue growth.

Analyze customer data to identify trends and develop action plans to maximize revenue potential.

Churn Mitigation:

Proactively identify and address factors contributing to customer churn.

Develop and implement retention strategies to improve customer loyalty and reduce churn rates.

Conduct regular reviews and assessments to ensure customer satisfaction and identify risks early.

Company Improvement:

Provide actionable insights and feedback to internal teams to enhance products, services, and processes. Participate in cross‐functional projects aimed at driving organizational improvement and innovation.

Stay informed about industry trends and best practices to ensure QualTex remains competitive.

Audits and Compliance:

Conduct thorough audits and transactional activities to ensure compliance with company standards and regulatory requirements.

Maintain accurate and up‐to‐date records of all customer interactions and transactions.

Ensure adherence to all Standard Operating Procedures (SOPs) and quality standards.

Customer Lifecycle Management:

Develop and implement strategies to optimize each stage of the customer lifecycle.

Monitor customer journey metrics and take corrective actions to enhance customer experiences.

Ensure consistent and effective communication with customers throughout their engagement with QualTex.

Data Analysis and Reporting:

Compile and analyze customer feedback to identify trends and opportunities for improvement.

Prepare detailed reports for senior management on customer satisfaction, churn rates, and revenue growth.

Use data‐driven insights to inform strategic decision‐making and customer success initiatives.

Training and Development:

Train and mentor junior team members on best practices in customer success and account management. Develop and deliver training programs to enhance the skills and knowledge of the customer success team. Stay updated on industry trends and incorporate new knowledge into team training.

Process Improvement:

Identify gaps in existing processes and implement improvements to enhance efficiency and customer satisfaction.

Work with cross‐functional teams to develop and refine workflows that support customer success.

Implement technology solutions to streamline operations and improve service delivery.

Customer Advocacy:

Serve as the voice of the customer within the organization, advocating for their needs and concerns. Participate in customer advisory boards and feedback sessions to gather insights and drive product improvements.

Collaborate with the product development team to ensure customer feedback is incorporated into new features and updates.

Event Coordination:

Plan and coordinate customer engagement events, such as webinars, workshops, and user conferences. Represent QualTex at industry events and conferences to build relationships and promote our services. Organize and manage customer appreciation initiatives to enhance loyalty and retention.

Crisis Management:

Develop and implement crisis management plans to address and resolve urgent customer issues. Coordinate with internal teams to provide timely and effective responses during critical situations. Communicate transparently with customers during crises to maintain trust and satisfaction.

Customer Onboarding:

Design and execute comprehensive onboarding programs for new customers to ensure a smooth transition.

Work with customers to set clear expectations and goals from the outset.

Monitor and support new customers during the initial phase to ensure successful integration.

Quality Assurance:

Ensure all customer interactions and processes adhere to quality standards and regulatory requirements. Conduct regular audits of customer accounts and processes to identify and address any issues.

Implement continuous improvement initiatives to maintain high‐quality service delivery.

Performs other duties as assigned.

Education

Requires a high school diploma or general equivalency diploma.

Prefer a Bachelor’s Degree from an accredited college or university.

Licenses and/or Certifications

Valid United States Driver’s License US Passport preferred

ITIL/PMP Preferred

Experience

Requires three or more years of Customer Success, Account Management, Business Operations or relevant experience in a leadership role with negotiation, growth, and customer success experience.

Prefers one year of Salesforce Experience

Knowledge

Must maintain current knowledge of regulatory/quality requirements (national and international, i.e., FDA, EU, GHM, ISO, OSHA & cGMP) and perform within all Standard Operating Procedures (SOPs) and policies.

Must stay current on industry trends, best practices, and product knowledge to better serve customers and contribute to organizational growth.

Must acquire and maintain understanding of the customer lifecycle and ability to effectively manage each stage to maximize customer retention and success.

Must maintain a working knowledge of clinical laboratory techniques.

Must acquire knowledge of all existing QualTex Laboratories client accounts.

Must have a working knowledge in all aspects of technical procedures of a clinical laboratory.

Skills

Must possess strong organizational, customer service, and troubleshooting skills.

Must be prepared to identify root causes of problems and select the best course of action when circumstances require.

Must have strong customer service skills.

Must have excellent verbal and written communication skills to include grammar, spelling, and punctuation.

Must have diligence in ensuring accuracy and precision in customer interactions, documentation, and follow‐up activities.

Must possess strong organizational skills to manage multiple tasks, prioritize effectively, and ensure that customer needs are met in a timely manner.

Must have the capacity to identify issues or challenges faced by customers and develop creative solutions to address them.

Must be capable of operating motor vehicles in all types of weather conditions.

Must have the ability to communicate effectively with customers, understand their needs, and convey information clearly and professionally.

Abilities

Must be able to communicate clearly and concisely both orally and in writing.

Must be able to flex schedule to meet the demands of our business.

Must be able to keep information confidential.

Must be able to perform multiple requests simultaneously while maintaining quality and accuracy.

Must be able to work well independently and as a team member as well as lead organizational team activities.

Must be capable of evaluating, interpreting, and reporting accurate/valid test results.

Ability to collaborate with internal teams, including sales, marketing, and product development, to ensure a

cohesive approach to customer success.

Must be neat in appearance and well groomed.

Must be professional, organized, detail oriented, communicative, and have the ability to greet the public in a friendly and courteous manner.

Must have a capacity to adapt to changing circumstances, customer needs, and business priorities to maintain high levels of customer satisfaction.

Must have an aptitude for analyzing data and extracting insights to inform decision‐making and improve customer success strategies.

Must have strong problem‐solving skills and the ability to prioritize multiple projects simultaneously.

Must have the ability to communicate effectively with customers, understand their needs, and convey information clearly and professionally.

Must have the ability to handle challenging situations and customer interactions with professionalism and composure.

Must have the ability to think creatively and strategically while handling difficult and complex issues.

Working Environment

Works in well‐lighted, air‐conditioned and heated vehicle or office environments, but may work in confined spaces and non‐climate controlled conditions.

May be exposed to electrical and chemical hazards and other conditions common to an office environment. Will be required to work at any time of the day, evening or night during the week or weekend to include being on‐call.

Requiring 24/7 on‐call to support client and business needs.

Occasional out of town and overnight stays required.

Ability to use personal motor vehicle for company business required.

Occupational Exposure Assignment‐Category II

10% Travel Required.

Physical Requirements

Must be able to drive on behalf of the organization.

Will sit, stand, walk, and bend during working hours.

Requires ability to reach, lift and carry up to 20 lbs.

Requires manual and finger dexterity and eye‐hand coordination.

Requires normal or corrected vision and hearing corrected to a normal range.

We invest in our people by offering competitive compensation, excellent benefits, and the opportunity to work with the first blood center in America to receive the ISO 9002 accreditation!

All Full Time Positions Qualify for an Affordable and Competitive Benefits Package to include:

• Competitive salary

• 100% Employer Paid Life Insurance

• 401(k) with Employer Contribution

• 100% Employer Paid Long-term Disability Plan

• Paid Time Off (PTO)

• 100% Employer Paid AD&D

• Extended Illness Benefits (EIB)

• 100% Employer Paid Employee Assistance Program

• Shift Differentials

• Group Health Medical Plan with prescription coverage

• Paid Holidays

• Variety of Voluntary Supplemental Insurances

• Incentive Compensation Plan

• Voluntary Dental Coverage

• Educational Assistance Program

• Voluntary Vision

QualTex Laboratories, a subsidiary of BioBridge Global, is proud to be an Equal Opportunity Employer committed to providing employment opportunities to minorities, females, veterans, and disabled individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, genetic data, sexual orientation, gender identity, or any other legally protected characteristics. For more information about your EEO rights as an applicant under the law, please clickhere (http://www1.eeoc.gov/employers/upload/eeoc\_self\_print\_poster.pdf) . QualTex Laboratories maintains a Tobacco & Drug-Free Workplace.