Director, Customer Relationship Management

Job Details

Category SalesLocation Portland, OregonJob function SalesJob family Sales

Shift DayEmployee type Regular Full-TimeWork mode Remote

The Director, Customer Relationship Management will lead the assessment of the total relationship with customer to create and drive opportunities to meet customer needs and upsell customers with new products and solutions.  S/He will manage, grow and retain Lab Outreach deals assigned to them. The Director will engage customer senior management, key decision makers and lab staff to build strong relationships and collaboration. S/He will lead renewals for contracts with key customers and assume responsibility for contracting renewal process from beginning to end. 

• Understand and interpret laboratory management contracts and drive appropriate execution; manage process to amend and renew contracts for assigned accounts
• Develop relationships with business and medical senior leadership and key contacts at hospital clients and represent Quest Diagnostics on the Business Committee as assigned
• Track and manage financial performance of assigned accounts
• In conjunction with the regional leadership team, establish annual business plans with each assigned customer and drive execution
• Build collaborative customer relationships and secure the business through quarterly customer business reviews and monthly metric reports; periodically review test utilization for opportunities to upsell and/or bring in new tests to improve patient care
• Define market opportunities and work with regional leadership to develop strategies, tactics and resource plans necessary to exploit them
• Link broader Quest offerings to customer needs and identify opportunities for up-sell
• Work with Finance and ESD to conduct detailed analytics as needed to support customer performance reporting; help to develop tools to support automated customer reporting
• Provide overall support and expertise to customers to ensure they receive highest level of quality service utilizing operational and shared service personnel to resolve problems and deficiencies
• Collaborate with Marketing, Franchise and Commercial organizations to educate consumers on Quest Diagnostics innovative solutions
• Create and maintain in-depth customer profiles
• Stay abreast of changes in the marketplace impacting customers; maintain a working knowledge of company products and those of the competitors and share this information with leadership
• Ensure total compliance with all company policies and government regulations

Required Work Experience: 

• Direct experience in the laboratory environment with a demonstrated knowledge of laboratory management processes and dynamics

Preferred Work Experience: 

• 5-10 years or more of successful commercial or customer relationship experience including strong influencing skills with account worth >$5 Million annually

Physical and Mental Requirements: 

• Sitting or standing for long periods of time

Knowledge: 

• Strong financial/business acumen including pricing strategy

Skills: 

• Ability to develop and sustain strong customer relationships
• Excellent oral and written communication and presentation skills
• Solid PC skills including working knowledge of Microsoft Software 
• Strong planning and organizational skills

EDUCATION
Bachelor’s Degree(Required)
Master’s Degree

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets