DIRECTOR, CUSTOMER RELATIONSHIP MANAGEMENT
Company: Quest Diagnostics
Location: Portland
Posted on: October 10, 2024
Job Description:
Overview
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.
This professional must reside or be willing to relocate to Oregon
or Washington State.
Responsibilities
- 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 Qualifications
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
#LI-SH1
EEO
Equal Opportunity Employer: Race/Color/Sex/Sexual
Orientation/Gender Identity/Religion/National
Origin/Disability/Vets
Keywords: Quest Diagnostics, Gresham , DIRECTOR, CUSTOMER RELATIONSHIP MANAGEMENT, Executive , Portland, Oregon
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