Description

***This role is remote. This role supports the Midwest region, we are targeting someone who resides in Des Moines, IA or Omaha, NE or Kansas, MO***

Position Summary

The Clinical Account Manager - Midwest Region (CAM) plays a critical role in supporting CND's account management and Clinical Services functions to ensure clinician customers using CND's neurodiagnostic testing services are consistently engaged, satisfied and successful. The CAM collaborates closely with cross-functional teams including Sales, Medical Affairs, Marketing, Logistics, Pathology, and Lab Operations to implement departmental processes, establish best practices and deliver exceptional customer service. Key responsibilities include onboarding and training clinician customers, educating practices on the use and value of CND's tests, and supporting both clinical and operational needs. The CAM leverages Salesforce to drive proactive account management and uses customer data to inform engagement strategies and minimize inactivity. Additionally, the CAM addresses clinical inquiries and coordinates with the Medical Affairs team to ensure timely and accurate responses to clinician's questions throughout the testing process.

What you'll be working on...

Job Responsibilities

Sales support and customer onboarding

• Collaborate with the Sales team to onboard new clinician customers through standardized training and education programs on CND's tests.

• Establish communication channels with both clinical and administrative staff; define and monitor 90-day onboarding goals to ensure early success.
• Serve as the primary point of contact for clinician practices, while maintaining alignment with Sales counterparts for ongoing strategic engagement.

• Guide customers in following proper skin biopsy protocols, offering feedback and course corrections as needed to ensure sample quality and adherence to best practices.

• Champion the consistent and effective use of Salesforce as a central platform for managing Clinical Services workflows.

Customer management and clinical support

• Maintain regular, proactive communication with customers to drive sustained engagement across their entire practice.

• Monitor account activity in Salesforce to detect usage trends and initiate timely interventions as needed.

• Provide ongoing clinical support by sharing relevant case studies, educational materials, and patient-facing resources.
• Triage clinical questions and coordinate with the Medical Affairs team to ensure accurate, expert-level responses to complex inquiries.

• Encourage consistent and appropriate utilization of CND's testing services, working to minimize dormancy and improve account health.
• Conduct periodic satisfaction check-ins both informal and formal to gather insights and inform future service enhancements.

Customer data analysis and reporting

• Analyze customer data in Salesforce to uncover trends in usage, satisfaction and engagement.
• Partner with manger and Sales counterparts to review key findings and refine departmental strategies to support growth and retention.

What you'll need...

Knowledge, Skills & Experience

• Minimum of 1-2 years of experience supporting clinical practices in a commercial or research setting.
• Prior experience working with neurologists and advanced practice providers is preferred.
• Background in neurology as a nurse, scientist, research, or commercial account manager is preferred.
• Strong project management skills and the ability to deliver high-quality client service across multiple clinical sites.
• High level of professionalism and attention to detail in customer-facing interactions.
• Proactive, collaborative team player with a strong work ethic.
• Demonstrated ability to thrive in a fast-paced, deadline-driven environment.
• Effective multitasking and time management skills.
• Excellent verbal and written communication skills.
• Dedicated to continuous improvement and delivering service excellence.
• Experience with Salesforce preferred.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams) and general internet navigation for business use.

Education, Certifications, and Licensures

• Bachelor's degree in related scientific or healthcare related field required.

Other

• This is a hybrid position if the candidate lives in Phoenix or Atlanta. The employee will be required to come into the office three (3) days a week and remote the other two.
• Employees not located in Arizona or Atlanta will be remote. Travel to CND's Scottsdale, AZ headquarters may be required a few times per year.