Customer Success Representative (Field-Based)

Complete Venture Group is a growing organization supporting a portfolio of businesses. Aptive Diagnostics, one of its operating companies, is currently hiring a Customer Success Representative.

Aptive Diagnostics | Metro Atlanta Territory

About Aptive Diagnostics

At Aptive Diagnostics, we believe exceptional customer service is just as important as exceptional laboratory testing. Our Customer Success Representatives are the face of our company, building trusted relationships with healthcare facilities while ensuring they receive the education, support, and service needed to provide outstanding patient care.

If you enjoy building relationships, solving problems, educating others, and working independently in the field, we'd love to hear from you.

Position Summary

The Customer Success Representative (CSR) serves as the primary point of contact for assigned healthcare facilities throughout the Metro Atlanta area. This is a field-based position focused on strengthening customer relationships, providing education and training, supporting specimen collection processes, and ensuring an exceptional client experience.

The ideal candidate is personable, organized, self-motivated, and passionate about delivering white-glove customer service.

Schedule

• Full-time, Monday-Friday
• Four (4) days per week spent visiting customer facilities
• One (1) administrative day each week for meetings, documentation, training, and special projects
• General customer availability between 8:00 AM-6:00 PM
• Most facility visits occur between 9:00 AM-4:00 PM

Territory

Travel is required throughout a territory within approximately a 100-mile radius of Metro Atlanta, including:

• North: Cartersville, Canton
• South: Fayetteville, McDonough, Jackson
• East: Winder, Conyers, Decatur
• West: Douglasville, Marietta, Jonesboro

Reliable transportation and the ability to travel daily are required.

What You'll Do

Build Strong Customer Relationships

• Serve as the primary liaison between Aptive Diagnostics and assigned facilities
• Develop trusted relationships with Directors of Nursing, Assistant Directors of Nursing, administrators, unit managers, infection preventionists, and nursing staff
• Follow up on customer concerns and ensure timely resolution
• Deliver exceptional customer service during every interaction

Educate & Train Facility Staff

• Train nursing staff on specimen collection procedures
• Educate customers on Aptive Portal workflows and order entry
• Review packaging and shipping requirements
• Provide refresher training for existing staff and onboarding for new employees
• Identify knowledge gaps and proactively provide education

Conduct Facility Visits

During routine site visits you will:

• Review specimen collection boxes for accuracy
• Identify and correct collection errors
• Meet with facility leadership to discuss service quality and training opportunities
• Monitor laboratory supply inventory
• Deliver emergency supplies when needed
• Complete detailed visit documentation following each visit

Customer Support & Issue Resolution

• Investigate and resolve customer concerns
• Document issues and follow through until resolved
• Coordinate with internal departments to ensure outstanding customer support
• Keep customers informed throughout the resolution process

Daily Operations

Additional responsibilities include:

• Assisting with STAT specimen verification calls
• Coordinating transportation or courier pickups when needed
• Supporting critical value notifications
• Participating in weekly team meetings
• Collaborating with teammates and leadership to improve customer success

What Makes You Successful

Successful Customer Success Representatives are:

• Relationship builders
• Strong communicators
• Problem-solvers
• Organized and accountable
• Adaptable in a fast-paced environment
• Passionate about helping customers succeed

Benefits & Perks

• Company-branded scrubs/shirts and outerwear provided
• Mileage reimbursement (if applicable)
• Opportunities to attend customer appreciation events and community activities
• Professional development and ongoing training
• Potential team-building travel opportunities after one year of employment

Why Join Aptive Diagnostics?

At Aptive Diagnostics, our mission is simple: deliver an exceptional customer experience through education, partnership, and service. We believe our clients' success is our success, and we're looking for team members who share that commitment.

If you're ready to make a meaningful impact while building lasting relationships with healthcare professionals across Metro Atlanta, we'd love to meet you.

Requirements

• Excellent communication and interpersonal skills
• Outstanding customer service experience
• Strong organizational and time management skills
• Ability to work independently while managing multiple priorities
• Comfortable presenting and training groups
• Professional, dependable, and detail-oriented
• Proficient with computers and Microsoft Office
• Experience in healthcare, laboratory services, nursing, customer success, or medical sales is preferred