About the Job

The Customer Experience Executive (CEE) within the Customer Experience team partners directly with a 
subset of current, key FMI accounts serving as a single point and liaison of contact for pre-, peri-, and 
post-testing. The position is responsible for providing operational and excellent customer experience end 
to end which includes support across all of FMI’s product portfolio and services in addition to direct 
insights on case management. 
The CEE ensures FMI’s customers and patients are satisfied with our products and services, client 
concerns and questions are documented and addressed promptly, and monitors all client activities and 
ordering patterns to identify opportunities for improvement and refinement of service delivery. This role 
works strategically with all relevant stakeholders to recommend tailored services that champion the 
sustainability and growth of key accounts. The CEE is a role model for collaboration and the best 
customer service to ensure metrics display the best in the business.

Key Responsibilities

• Partner closely with large client accounts to educate and assist in operationalizing FMI’s product 
portfolio and offerings to exceed client expectations end to end, becoming a reliable point of 
contact.
• Collaborate cross-functionally with internal stakeholders to improve account services and 
implement custom solutions tailored to needs of the client that may be outside of standard 
resolution process.
• Identify potential operational issues that may delay existing orders, suggest resolutions, and 
implement solutions.
• Partner with critical internal and external stakeholders to strategize process changes that help 
sustain and grow accounts.
• Monitor client activities and ordering patterns to improve and refine service delivery, follow 
through to ensure all improvements are reviewed and put in place.
• Gather and document feedback from clients regarding process improvements, work with 
Operations team to put ideas in place to ensure the best customer experience.
• Proactively schedule and maintain regular interactions with key customer contacts to optimize 
workflow and service delivery for excellent customer experience as measured.
• Manage collection of information required for testing and documentation with external contacts, 
including hospitals, pathology laboratories, and patients.
• Be an expert at FMI services, offer support across a range of technology product offerings in a 
welcoming manner.
• Meet regularly with internal stakeholders to stay current with procedural changes, ensure training 
is compliant.
• Ensure commitment to FMI patients and clients while maintaining a professional and warm 
presence in all settings (email, phone, occasional face-to-face).
• Attend to emails within 24 hours unless exceptional circumstances arise (vacation, sick) and 
formulate backup plans when appropriate.
• Responsible for collaborating with different work groups internally and departments to improve the 
customer experience.
• Coordinate internal projects and determine the best utilization of resources for the best customer 
experience.
• Partner across various support areas within Client Services ensuring collaboration and teamwork.
• Travel up to 50% dependent on region/business need
• Other duties as assigned.

Qualifications:

Basic Qualifications:
• Bachelor’s Degree or relevant equivalent work experience
• 4+ years of experience in customer service supporting biotech, healthcare, or healthcare sales 
roles
• Lives within 50 miles of defined workload center of territory/accounts

Preferred Qualifications:
• 5+ years of experience in a related customer service, biotech, healthcare, or sales role
• Experience with utilizing a Customer Relationship Management (CRM system)
• Experience using the Salesforce contact platform
• Experience in data and trend analysis for account management
• Prior experience in working with remote teams

• Demonstrated history of managing multiple concurrent initiatives while maintaining workflow
• Proficiency with Microsoft products, including Word, PowerPoint and Excel
• Demonstrated ability to manage and escalate issues and drive issue resolution
• Demonstrated ability to problem solve both technical and human/interpersonal problems
• Ability to work independently with minimal direct supervision
• Ability to perform in a detail-oriented and accountable manner that meets deadlines
• Established problem-solving abilities and analytical and negotiations skills
• Strong interpersonal skills, including excellent written and oral communication
• Understanding of HIPAA and importance of patient privacy and data regulations
• Commitment to FMI values: patients, innovation, collaboration, and passion

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