Customer Success Specialist

Essential Duties and Responsibilities

Include the following. Other duties may be assigned.

● Build, organize, and maintain lead lists that have created opportunities for the Sales team

● Lead the end-to-end onboarding process for new clinics, including preparation of onboarding materials, training resources, documentation processing, account setup, access, and service configuration

● Participate in Onboarding and Customer Success training sessions to ensure consistent messaging, process adherence, and best practices across teams

● Ensure a smooth handoff from Sales to Operations and provide support during the transition period

● Coordinate internal resources and timelines to meet onboarding milestones

● Facilitate meetings between clients and internal teams to align on service expectations and technical requirements

● Serve as the primary liaison between clients and internal teams, including Laboratory Operations and Customer Support, for case updates and operational concerns

● Act as a buffer to reduce friction during escalations or sensitive issues

● Provide backup support for complex customer service matters requiring cross-team collaboration

● Maintain accurate, up-to-date documentation of all communications and case activity

● Coordinate with the Software team to support API integration and portal customization, ensuring client needs are communicated clearly and timelines are aligned

● Track individual case progress through the Laboratory Information System (LIS)

● Monitor turnaround times (TAT) and flag any delays or irregularities

● Compile and maintain case dashboards and status summaries for internal and client use

● Analyze trends in lab volume, case processing times, and key performance indicators (KPIs)

● Generate weekly and monthly performance reports to highlight operational strengths and areas for improvement

● Work closely with lab leadership to identify and address workflow inefficiencies

● Conduct satisfaction surveys and collect actionable client feedback

● Monitor account activity to detect early signs of service decline or disengagement

● Engage clients who have reduced or discontinued services, identify key pain points, and coordinate internal solutions to drive account reactivation

● Ensure all case documentation, communication, and reporting comply with HIPAA and internal privacy protocols

● Adhere to all laboratory safety and documentation requirements, particularly when managing sensitive data or regulated information

● Assist the Marketing team with efforts to support outreach and Sales Initiatives

Qualifications

● High school diploma required

● Bachelor’s degree preferred

● Strong proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint

● Strong organizational skills with a detail-oriented and proactive approach

● Familiarity with fertility services, IVF, or genetic testing is highly desirable

● Experience using account management platforms such as Revela or similar tools

Physical Requirements

● Repetitive movement of hands, arms and leg, fingers (typing and/or writing)

● Exposure to general office environment conditions

● Occasionally required to lift up to 20 pounds

● Requires sitting, walking, and standing

● Must be able to thrive when exposed to high pressure/high stress situations

Available Shift:

Monday through Friday 8:30 am to 5:00 pm

Job Type: Full-time

Pay: $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person