Director of Client Experience, Lab Network

📋 Description

• Proactively manage the entire laboratory network portfolio, monitoring account health, contractual
• Serve as the primary point of contact and escalation lead for laboratory clients, lab partners, and
• Lead regular business reviews covering adoption, usage, outstanding issues, account objectives, and
• Own the full renewal lifecycle, from early planning and risk assessment to negotiations and signed
• Identify and pursue cross-selling and upselling opportunities, including additional practices
• Drive product and network adoption across client practices to maximize value and engagement.

🎯 Requirements

• At least 5 years of experience in account management, client success, partner management, or
• Demonstrated experience managing a portfolio of clients, owning contract renewals, mitigating churn
• Ability to anticipate client needs, recognize account health indicators, identify retention risks
• Proven ability to build and improve operational processes from the ground up.
• Strong understanding of laboratory data exchange standards, including HL7 v2, ORU/ORM, and LOINC
• Practical experience using AI tools to automate workflows and improve operational efficiency.

🎁 Benefits

• Annual base salary ranging from $125,000 to $160,000
• Stock option grant for new hires
• 401(k) plan with discretionary employer matching, historically at 3%
• Unlimited PTO and 12 company holidays
• Medical, dental, and vision insurance
• Short-term disability, long-term disability, and life insurance