Director of Client Experience, Lab Network

This is a fully remote position, open to applicants in United States.

📋 Description

• Proactively manage the lab network portfolio by anticipating client needs, risks, and opportunities.

• Keep track of account status, health, contract position, and next steps.

• Reach out to clients in advance of any changes, issues, and renewal milestones.

• Analyze usage, renewal, and account data to inform account strategy.

• Serve as the primary contact and escalation point for the lab network portfolio following implementation.

• Foster relationships with executive sponsors, operations leaders, commercial leadership, and technical teams.

• Conduct regular business reviews that cover usage, adoption, open issues, and account objectives.

• Oversee the renewal process from initial planning to the signing of agreements.

• Monitor renewal timing, contract terms, and notice periods.

• Collaborate with Legal and Finance on renewal terms, pricing, and contract structure.

• Identify opportunities for cross-selling, upselling, and network expansion.

• Develop account plans and establish strategies for network expansion.

• Encourage adoption across client practices and assist with lab and partner onboarding.

• Track usage and account health to address any drop-off issues.

• Partner with Lab Network Operations to ensure interface health, escalation paths, and connectivity standards.

• Maintain accurate lab network data across Salesforce, the interface monitor, and public-facing lists.

• Enhance internal processes related to handoffs, tracking, reporting, onboarding, communication, issue resolution, and documentation.

• Transform recurring issues into sustainable solutions and document repeatable processes.

• Automate reconciliation, renewal tracking, account health reporting, and client communications.

• Utilize AI tools and share effective workflows and reusable resources.

• Relay client and partner feedback to Product and leadership teams.

• Provide reports on renewal rates, expansion, account health, and network performance.

⛳️ Requirements

• A minimum of 5 years in account management, client success, partner management, or network operations within a health technology company, lab, LIS vendor, or clinical data network.

• Proven experience in managing renewals and expansions, including cross-sell and upsell initiatives.

• Demonstrated ability in proactive portfolio management and identifying risks and opportunities.

• Capacity to assess account health and evaluate partner growth or exit potential.

• Experience in enhancing internal and client-facing processes.

• Background in developing coverage models, reconciliation processes, onboarding workflows, or operating cadences from the ground up.

• Familiarity with AI tools and automating practical work, along with reviewing AI outputs.

• Proficient understanding of lab data exchange formats: HL7 v2, ORU/ORM, and LOINC.

• Knowledgeable about interoperability frameworks such as CCDA, FHIR, TEFCA/QHIN, and Carequality.

• Skilled in diagnosing issues related to defects, configuration problems, contract gaps, and data discrepancies.

• Ability to collaborate with operational, technical, and executive contacts.

• Competence in aligning priorities across Sales, Implementation, Engineering, Legal, and Finance teams.

• Strong communication skills for conveying complex situations clearly.

• Preferred: experience at a reference lab, LIS vendor, or clinical data network.

• Preferred: experience managing channel partner or reseller relationships.

• Preferred: previous ownership of a partner or vendor network at scale.

🏝️ Benefits

• New hire stock option grant.

• 401(k) plan with discretionary matching (historically matched at 3%).

• Unlimited PTO plus 12 holidays.

• Medical, dental, and vision insurance for you and your family.

• Short- and long-term disability, along with life insurance.

• Optional benefits: Pet Insurance, Legal Services, and Credit Monitoring.

• Support for mental health and wellness.

• Paid parental leave (up to 12 weeks).

• Monthly stipend for phone and internet expenses.

• $400 stipend for additional equipment.