Novir
biotechnology
CustomerSuccessSpecialist
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“Customer Success Specialist at Novir. Skills: client relations, client management, customer support. Serve as the primary point of contact for assigned OHS customers before, during, and after onsite vaccination clinics. Build strong, trusted relationships with community leadership and key stakeholders”
What You'll Achieve.
Number of clinics scheduled; Clinic participation; Account Retention Rate; Customer Feedback
Industry & Context.
excellent problem-solving skills; You’re Analytical: You understand systems and reporting, and are able to critically analyze data; maintaining a solution-focused approach
What They're Looking For.
Must Have
3+ years' experience in client relations or management, preferably in a B2B environment, Experience effectively managing multiple clients, and prioritizing tasks in a fast-paced environment, understanding of proactive customer support strategies and best practices, Experience working with CRM software and other relevant tools to manage and track client interactions
Nice to Have
Previous experience within senior living, elder care, long-term care, skilled nursing, and gerontology is highly desirable
What You'll Do.
Serve as the primary point of contact for assigned OHS customers before
and after onsite vaccination clinics
trusted relationships with community leadership and key stakeholders
Proactively communicate timelines
and next steps to ensure a smooth customer experience
Act as an advocate for customers internally
ensuring their needs and concerns are addressed promptly
Manage all clients at various stages of onboarding and service cycles
ensuring clear communication to all internal and external partners
Develop and nurture relationship with assigned clients
acting as their main point of contact from onboarding through service completion
Educate customers on Novir’s OHS process
and best practices for driving successful clinics
Actively work to understand client needs
and objectives to provide tailored solutions and ensure client satisfaction
Collaborate with internal teams
and product development
to deliver exceptional service and support to clients
Monitor account performance metrics
proactively addressing any issues or concerns
Conduct regular check-ins virtually and in-person with clients to provide updates
and maintain a deep understanding of their evolving needs
Advocate for and represent the voice of the customer internally
Proactively listens to customer needs
provides accurate information
and manages expectations while maintaining a solution-focused approach
Ensure accurate and timely record-keeping of all client interactions in our CRM
How You'll Work.
Team & Collaboration
Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients; Build strong, trusted relationships with community leadership and key stakeholders; Be a great partner both internally and externally
Communication Scope
excellent communication; Proactively communicate timelines, expectations, and next steps; Communicate with confidence
Full Job Description
## Description Who We Are Novir is an emerging diagnostic biotechnology company with an unmatched team of professionals and trusted partners delivering smart, fast and flexible testing solutions supported by reliable, cost-effective screening products and best-in-class technology. Our Values Care for Tomorrow. Create a lasting, positive difference in the lives of others. Serve people with compassion and understanding. Recognize what truly matters and center every action around meeting the needs of our community both now and into the future. Delight our Customers. Appreciate every interaction with our customers and find ways to bring them joy. See through the Customer’s eyes, understand and anticipate their needs to consistently deliver solutions exceeding their expectations. Be Bold – Say It. Be direct and open. Speak with honesty and courage, and respect others for doing the same. Say what you think, embrace passionate debate, and always bring the issue to the table. Communicate with confidence. Bring Your Best Self. Show up and be authentic. Utilize your greatest strengths and stay true to who you are. Bring positive energy, be genuine in your approach, and continually seek ways to grow. Be uncompromisingly you. Innovate Relentlessly. Explore new possibilities and be willing to take a risk. Challenge status quo. Try new ideas, learn from mistakes, and rally the team to raise the bar. About This Role: Novir is looking for a Customer Success Specialist who will serve as the primary point of contact for assigned OHS customers before, during, and after onsite vaccination clinics. Build strong, trusted relationships with community leadership and key stakeholders. Proactively communicate timelines, expectations, and next steps to ensure a smooth customer experience. Act as an advocate for customers internally, ensuring their needs and concerns are addressed promptly. The ideal candidate is a proactive and results-driven professional with excellent communica
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