Client Success Manager

The Client Success Manager will be responsible for engaging directly with clients to deduce and resolve issues as well as overall client satisfaction/support. While this position is technical in nature and will require a level of software knowledge and general IT expertise, it is essential that this team member be a fanatic about customer service.

About us
Pathagility is a web-based lab management software company that appeals to up and coming anatomic, clinical, molecular, and genetic labs eager to get started or that need customization added to their legacy system(s). Our system design/architecture is flexible enough to feel like a custom solution, but rigid enough for labs to get started entering and signing out cases today. We provide to our customers:

  • Web-based LIS/LIMS systems
  • Custom reporting
  • Interfacing to EMR, billing systems, instruments
  • Web-based reporting

What we are looking for

  • Hungry, hard working team member
  • Excited about being part of a start-up/early growth company
  • Mindset to not only immediately resolve client issue but deliver long term solutions
  • Ability to engage with clients directly and deliver results individually on a high percentage of customer service opportunities
  • Work in harmony with Senior Technologists and entire team
  • Develop processes/procedures/documentation that lead to faster, consistent enhancements, fixes and IT support
  • Experience with a LAMP Stack (Linux, Apache, MySQL, PHP/Python/Perl, etc.)
  • Experience with other software platforms and software delivery methodologies
  • General IT support aptitude
  • Great communication skills

How does this sound to you?
Much will be expected of this team member, but the upside of helping make a startup/early growth company successful is huge. Flexibility will be a key attribute while learning to work with the established team. This position must be available during normal business hours to field/work customer support inquiries and there will be times of extended work hours when driving to a timeline commitment.

Pathagility is a small team of individuals who work well with each other. We are not built to manage people closely. We are built so that everyone plays their role and know how to manage their work/life balance. Every person at Pathagility has sacrificed for a chance to be a part of a team where they can share in our success. Once you have the job, your performance will be evaluated on:

  • The quality of your work
  • Your ability to juggle multiple clients and assignments
  • Your interactions with teammates
  • How clients respond to you as a person