Senior Manager, Strategic Partnership Support, Client Services

We are seeking a Senior Manager of Strategic Partnership Support to lead the Client Services team dedicated to our high-impact strategic partners in the genetic testing space. This individual will be responsible for delivering a seamless and elevated customer experience, while proactively identifying and resolving complex issues that affect our partners. The role requires strong cross-functional collaboration to drive operational excellence and ensure client satisfaction at scale. The ideal candidate brings a strategic mindset, strong leadership skills, and a passion for delivering exceptional service in a fast-paced, evolving environment

Qualifications

Education:

• Bachelor’s degree in Business Administration or related field
  
  

Experience & Skills

• 3-5 management experience
• 8 years experience in genetic testing/ health care industry
• Ability to clearly define customer service workflow issues and work with cross-functional teams to solve them.
• Strong knowledge of Salesforce and smartsheets
• Excellent written and verbal communication skills
• A willingness to define and navigate ambiguity, pivoting quickly with changing priorities in a fast-paced environment with tight deadlines.
  
  

Key Responsibilities

• Serve as the primary escalation point for partnership-related service issues, resolving complex problems with a sense of urgency and professionalism.
• Mentor and coach team members to ensure professional development and alignment with company goals and customer needs.
• Analyze customer service trends, identify root causes of issues, and implement process improvements to drive efficiency and customer satisfaction.
• Act as the bridge between the client and internal teams (e.g., operations, laboratory, commercial, billing, and IT) to ensure aligned priorities and seamless service.
• Develop a deep understanding of the client's needs, workflows, and success metrics to proactively anticipate and resolve issues.
• Support regular business reviews and performance updates with client stakeholders.
• Monitor service levels and ensure the team consistently meets or exceeds KPIs including response time, resolution turnaround time (TAT), and client satisfaction.
• Work effectively with Sales, Customer Success, SMD, Clinical Support and Billing to provide exceptional service across the customer journey.