Ross Gagnon
Molecular Diagnostics Professional and Laboratory Advocate
- Role
- Director of Customer Success & Strategy at Natera
- Location
- Durham, NC, US
- LinkedIn followers
- 500 followers
About Ross Gagnon
Utilizing over 10 years of Molecular Diagnostics experience, I am a highly motivated individual looking to continue innovating in the Personalized Medicine space. My experience is derived from on-the-bench CAP/CLIA development in all areas of molecular, including NGS, real-time PCR, extraction chemistries, automation, and more. Following assay development, I have broadened my experience to include positions as a Project Manager, Field Application Specialist, and Manager of Customer Service. My current focus is growing my leadership skills as a manager and continuing to develop best practices in Business Development.
Experience
Director of Customer Success & Strategy
May 2024 — Present · Cary, NC, US
As Director of Customer Success & Strategy, I oversee a team of ~50 CSMs across 4 teams (Enterprise, Oncology, Organ Health, & Women\'s Health). We are a highly visible team responsible for proactively solving problems for at-risk customers and helping new customers to successfully start a frictionless journey with Natera. Achievements include:+ Establishing KPIs for the newly-created CSM team & developing CRM reporting mechanisms to drive success across the team resulting in-Average reduction of 50% of missing information required for testing across 1200 clinics -Average EMR utilization growth of 38% in oncology implementations -Revenue recovery of $17M+ in the first year of direction across all 3 BUs -Achieved goal of 90% of Billing information recovered from CSM team tickets+ Development & deployment 3 Provider experience improvement features + Development & Execution of asynchronous messaging platform for Sales -> various support channels resulting in 700 Sales / CX conversations in the first month of deployment
Education
The University of North Carolina at Chapel Hill
Master of Science (MS), Molecular Diagnostics
2010 — 2012
The University of North Carolina at Chapel Hill
Bachelor of Science (BS), Biology
2005 — 2009
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