Specialty Customer Support Executive, Strategic Accounts - West Coast

About the position Labcorp is hiring a remote-based Specialty Customer Support Executive – Strategic Accounts to support the West Coast. This position is responsible for onboarding, maintaining, and cultivating relationships with key accounts/practices to guarantee a top-level customer experience. The role involves providing support to assigned accounts, including running reports, ordering kits, monitoring turnaround times (TAT), addressing lab issues, handling specialty pricing requests, and updating Salesforce, EMR, and portal information. Additionally, the executive will execute internal sales operations for establishing new practices, coordinate portal setup, and develop remediation plans. A significant part of the role (75%) involves sales operations support, while the remaining 25% focuses on lead generation and new growth opportunities through cold calling and securing appointments for Directors of Strategic Accounts. The role also involves upselling current clients, training on new product lines, and collaborating with various Labcorp teams to meet customer needs and support growth in the Genetics, IVF, Donor, and Women’s Health segment.

Responsibilities

• Onboarding, maintaining, and cultivating relationships with key accounts/practices to guarantee a top-level customer experience.
• Providing support to all assigned accounts, including running reports, ordering kits, monitoring TAT, dealing with lab issues, specialty pricing requests, updating Salesforce, EMR, and portal requests.
• Executing all internal sales operations needed to establish a new practice, including shipping kits and coordinating portal set-up with IT and portal usage.
• Developing intervention/remediation plans as needed.
• Utilizing comprehensive analysis to target selected low-volume clients and potential new clients via cold calling for new growth opportunities and generate leads for aligned Directors of Strategic Accounts.
• Working collaboratively with Labcorp Division sales teams and Regional Directors, operations, marketing, and customer master groups on an as-needed basis to satisfy customer needs and support the growth of new opportunities.
• Upselling current clients and providing training on new product lines, ensuring a smooth submission of new product line orders.
• Researching, contacting, and securing 2-3 quality appointments per month in a defined group of target accounts for the Directors of Strategic Accounts that this role supports.

Requirements

• High school diploma or equivalent

Nice-to-haves

• Bachelor’s degree in life sciences
• 3 or more years’ of Customer Success, Account Management, or Sales Experience in the Diagnostics segment
• Proven ability to manage multiple accounts simultaneously while maintaining attention to detail.
• Highly adaptable, comfortable with ambiguity, and easily acclimating to a rapidly changing environment.
• Women's healthcare experience and relationships with IVF clinics, Gamete Donor banks, large OB consortiums, and hospital and health systems
• Previous laboratory or diagnostics sales experience
• Excellent communication skills, both written and verbal
• Salesforce experience

Benefits

• Medical
• Dental
• Vision
• Life
• STD/LTD
• 401(k)
• Paid Time Off (PTO) or Flexible Time Off (FTO)
• Tuition Reimbursement
• Employee Stock Purchase Plan

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