SUMMARY:
Baylor Genetics is hiring a Director of Client Relationship Management who will be responsible for developing and executing strategies to strengthen client relationships, drive customer satisfaction, and maximize client retention and growth. This role will lead a team of relationship managers and serve as a senior liaison between clients and internal business units, ensuring that client needs are met with excellence, efficiency, and innovation. The Director will be instrumental in shaping client experience strategies, implementing best practices, and aligning services with organizational objectives.
QUALIFICATIONS:
- Education:
- Bachelor’s degree in Business, Marketing, Communications, or a related field; MBA preferred.
- Experience:
- 5-7 years of progressive experience in client relationship management, account management, or customer success, with at least 3 years in a leadership role.
- Proven track record of driving client satisfaction, retention, and revenue growth.
- Exceptional leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities, with experience using CRM tools and client analytics platforms.
- Ability to build relationships across all organizational levels, both internally and externally.
DUTIES AND RESPONSIBILITIES:
- Build and maintain strong, long-term relationships with key clients and stakeholders.
- Serve as an executive sponsor for high-value accounts, ensuring strategic alignment and client satisfaction.
- Develop and implement programs that enhance client retention and lifetime value.
- Lead, mentor, and develop a team of client relationship managers, providing coaching, training, and performance management.
- Establish team goals, KPIs, and metrics to measure and improve client satisfaction and account growth.
- Identify opportunities to expand client partnerships through upselling, cross-selling, and value-added services.
- Partner with Sales, Marketing, and Product teams to align client strategies with business objectives.
- Analyze client feedback and industry trends to recommend improvements to services and solutions.
- Design and oversee client engagement processes that deliver consistent, high-quality experiences.
- Monitor client health metrics and proactively address risks to account retention.
- Ensure accurate forecasting, reporting, and tracking of client relationship activities.
- Adheres to Code of Conduct as outlined in the Baylor Genetics Compliance Program
- Performs other job-related duties as assigned.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Frequently required to sit
- Frequently required to stand
- Frequently required to utilize hand and finger dexterity
- Frequently required to talk or hear
- Frequently required to utilize visual acuity to operate equipment, read technical information, and/or use a keyboard
- Occasionally exposed to bloodborne and airborne pathogens or infectious materials
EEO Statement:
Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.
