Director of Client Experience, Lab Network

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Director of Client Experience, Lab Network based in the United States. As Director of Client Experience, Lab Network, you will lead client relationships and drive the growth, retention, and operational excellence of a healthcare technology network. You will oversee a diverse portfolio of laboratory clients and partners, serving as their primary point of contact and internal advocate. Your responsibilities will span account management, contract renewals, revenue expansion, client adoption, and network performance. Working cross-functionally with teams across operations, implementation, product, engineering, legal, and finance, you will strengthen partnerships and deliver measurable business outcomes. You will also leverage AI-powered tools and automation to streamline workflows, improve reporting, and scale client support efficiently. This remote leadership opportunity is ideal for a proactive healthcare technology professional who combines commercial expertise, technical knowledge, and a passion for continuous improvement.

Portfolio Management: Proactively manage the entire laboratory network portfolio, monitoring account health, contractual status, usage, renewal timelines, and growth opportunities. Prioritize accounts according to their value, risk, and expansion potential, using data-driven insights to guide account strategies. Client and Partner Relationships: Serve as the primary point of contact and escalation lead for laboratory clients, lab partners, and channel partners following implementation. Build trusted relationships with executive sponsors, operational leaders, commercial stakeholders, and technical teams. Business Reviews and Account Strategy: Lead regular business reviews covering adoption, usage, outstanding issues, account objectives, and opportunities for improvement. Anticipate client needs and address potential risks before they affect the relationship. Renewals and Retention: Own the full renewal lifecycle, from early planning and risk assessment to negotiations and signed agreements. Track contractual obligations and notice periods, develop retention strategies, and collaborate with Legal and Finance on pricing, terms, and contract structures. Revenue Expansion and Network Growth: Identify and pursue cross-selling and upselling opportunities, including additional practices, laboratory integrations, higher-volume tiers, and complementary products. Develop account expansion plans and establish network growth strategies based on business value and client needs. Client Adoption and Onboarding: Drive product and network adoption across client practices to maximize value and engagement. Coordinate with Implementation teams on laboratory and partner onboarding, monitor utilization, and address early signs of declining adoption. Network Operations and Data Integrity: Partner with Lab Network Operations to maintain interface health, connectivity standards, and effective escalation procedures. Ensure laboratory network information remains accurate and consistent across Salesforce, interface monitoring systems, and public-facing directories. Process Improvement: Identify and resolve inefficiencies across Sales, Implementation, Operations, and Finance. Improve the client experience through better onboarding, communication, issue resolution, and documentation, while developing standardized processes that prevent recurring problems. AI and Automation: Identify repetitive manual tasks and implement AI-powered workflows to improve reconciliation, renewal tracking, account health reporting, and client communications. Build reusable tools and scalable processes, validate AI-generated outputs, and share successful practices across the organization. Client Feedback and Performance Reporting: Communicate client and partner feedback to Product and leadership teams to inform product development and business strategy. Monitor and report on renewal rates, account expansion, client health, and overall network performance. Requirements Relevant Experience: At least 5 years of experience in account management, client success, partner management, or network operations within a healthcare technology company, laboratory, laboratory information system (LIS) provider, or clinical data network. Commercial Account Ownership: Demonstrated experience managing a portfolio of clients, owning contract renewals, mitigating churn risks, and generating account growth through cross-selling and upselling. Proactive Portfolio Management: Ability to anticipate client needs, recognize account health indicators, identify retention risks, and prioritize opportunities based on commercial value and long-term potential. Process Development and Optimization: Proven ability to build and improve operational processes from the ground up, including account coverage models, reconciliation procedures, onboarding workflows, reporting systems, or recurring operating cadences. Healthcare Interoperability Expertise: Strong understanding of laboratory data exchange standards, including HL7 v2, ORU/ORM, and LOINC, as well as interoperability frameworks such as CCDA, FHIR, TEFCA/QHIN, and Carequality. Ability to communicate technical concepts confidently to clients and internal Product and Engineering teams. AI and Automation Proficiency: Practical experience using AI tools to automate workflows and improve operational efficiency. Ability to design reusable solutions, assess the quality of AI-generated outputs, and integrate automation into day-to-day work. Analytical and Problem-Solving Skills: Ability to investigate complex issues, distinguish between technical defects, configuration challenges, contractual gaps, and data quality problems, and coordinate effective resolutions rather than simply escalating concerns. Cross-Functional Collaboration: Experience aligning priorities across Sales, Implementation, Operations, Engineering, Legal, and Finance while balancing client expectations with business requirements. Relationship Management and Communication: Excellent interpersonal, written, and verbal communication skills, with the ability to build trust at operational, technical, and executive levels, manage escalations calmly, and communicate complex situations clearly. Preferred Qualifications: Experience working at a reference laboratory, LIS vendor, or clinical data network; managing channel partner or reseller relationships; or overseeing a large-scale partner or vendor network. Benefits Competitive compensation: Annual base salary ranging from $125,000 to $160,000, depending on experience. Compensation ranges may change, and offers are not guaranteed to reach the top of the range. Equity opportunities: Stock option grant for new hires. Retirement savings: 401(k) plan with discretionary employer matching, historically at 3%. Paid time off: Unlimited PTO and 12 company holidays. Comprehensive healthcare: Medical, dental, and vision insurance coverage for employees and their families. Insurance protection: Short-term disability, long-term disability, and life insurance. Optional additional coverage: Access to pet insurance, legal services, and credit monitoring. Mental health and wellness: Resources and support designed to promote employee well-being. Parental leave: Up to 12 weeks of paid parental leave. Remote work support: Monthly stipend for phone and internet expenses, plus a $400 equipment stipend. Remote flexibility: The opportunity to work remotely within the United States.