Client Relationship Manager - APAC at ArcherDX

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MUST SPEAK English and preferably one of the following Chinese and/or Japanese

Hiring locations: Singapore or Japan

Invitae is a rapidly growing genetic testing company driven by the mission to expand access to high-quality, comprehensive, low-cost genetic testing. To support this growth, Invitae is looking to add a Client Relationship Manager to our team. The Client Relationship Manager will be responsible for working with our largest and highest potential accounts, as well as teammates in sales and client services to ensure the best possible client experience with Invitae.

Work with clinician customers in conjunction with our sales and client services teams to:

  • Deepen Existing Client Relationships:
    • Build lasting relationships across key accounts
    • Identify areas of potential growth with existing customers by working with clients to find upsell and cross sell opportunities
    • Work across Invitae’s client services, sales, and medical affairs groups to provide clients access to people who can answer their questions and issues as they come up
  • Ensure Seamless Customer Experiences
    • Help new accounts get setup for success from their first order
    • Educate and train new accounts on how to work well with Invitae and help develop workflows, practices, etc. in conjunction with the customer to make Invitae work for them
    • Work proactively to identify potential issues or areas of dissatisfaction within an account and address it head on before it becomes a problem
    • Partner with colleagues in sales and client services to ensure clients have their needs met in a seamless fashion that’s efficient while maximizing their satisfaction
  • Help Grow High Potential Accounts
    • Collaborate with sales to identify opportunities for growth within high potential accounts
    • Work with sales to identify issues that may prevent accounts from working with Invitae more and work with internal stakeholders to resolve those issues
    • Develop strategies for how you and field sales can work together to drive growth within your accounts
    • Build relationships with customer stakeholders to ensure broad, lasting satisfaction and buy in

What you will bring:

  • Bachelor’s degree or other relevant advanced degree is a plus
  • Experience in healthcare a plus, but not required
  • Experience with germline genetic testing is a plus.
  • 5+ years of work experience on the front lines in relevant customer-facing functions, including: customer/client success, account management, customer support and/or sales (including field, inside and national accounts)
  • Experience working with customers internationally, especially APAC, highly desired
  • A track record across your work history of solving complex, cross-functional customer facing problems
  • Excellent relationship development and management skills
  • Great listener who can help clients feel heard while also getting to the root cause of the issues a customer is facing
  • Dynamic problem solving mindset oriented towards finding creative solutions to customer issues
  • A truly great teammate who works well with others cross functionally to find common ground and constructively solve issues as they arise
  • Ability to think big picture while also focusing on the details of a situation that are causing problems for a client
  • Knowledge of Salesforce and other relevant tools highly desirable
  • Flexibility with working unconventional hours for the first 1-2 months, for training purposes
  • Open and able to travel a few times per year for training, if needed

At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

#LI-DNI

#LI-REMOTE


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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases

Location

Conveniently located minutes from downtown Boulder via Pearl Street or the Goose Creek Path. Easily commutable from all directions.

An Insider's view of ArcherDX

What’s the vibe like in the office?

Collaborative - when I walk through the ArcherDX office at any time of day, I can see cross-functional collaboration in action. Our team members are constantly connecting in structured and unstructured meetings to solve problems and achieve goals.

Sarah

Corporate Recruiter

How do you collaborate with other teams in the company?

Collaboration between functional groups is key to the Logistics team's success at Archer. Working closely with Sales, Manufacturing, Assay Development, Customer Support, Finance and QA allows us to provide better customer service by improving our processes, troubleshoot, brainstorm new ideas, learn from each other and share our best "dad" jokes.

Judy

Logistics Manager

How do you empower your team to be more creative?

Creativity requires a break from the routine and the screen. Here at Archer the team gets creative through walks to the food trucks, lunch runs, climbing gym sessions or a few end of the week craft brews. Some of our best algorithms were developed or refined on the climbing gym mat.

Aaron

VP of Bioinformatics and Commercial Development

What are ArcherDX Perks + Benefits

ArcherDX Benefits Overview

ArcherDX offers a competitive and generous benefit package including:

• Medical PPO or HMO and Dental-82% of monthly premium covered by the company
• Optional vision, life, FSA, dependent care plans
• Basic AD&D, Short and Long Term disability-covered 100% by the company
• 160 hours PTO per calendar after three months of service
• 6-weeks parental leave covered 100% by the company
• 401K with company match with potential of up to $2000/year
• 2019 bonus - 5% based on company objectives (for non-commissioned employees)
• Company stock options for all employees
• Tuition Reimbursement
• Ecopass

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes work from home on occasion as needed.
Family Medical Leave
Company sponsored family events
Archer sponsors family oriented events annually. This year, we had our summer picnic at the Boulder Reservoir.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Archer hosts company outings Semi-annually.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Cross functional training encouraged
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