Director, Client Services - Key Accounts

Guardant Health

3d•Hybrid

About The Position

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook. We are seeking a Director, Client Services-Key Accounts to lead and scale support for our most strategic and enterprise clients. This role is responsible for developing the vision, strategy and roadmap for the Client Services Key Account Program by delivering a consistent, high-quality client experience while driving operational excellence across the cancer care continuum. This is a new role and you will build a team of Key Account Specialists and managers, design scalable workflows, and partner closely with Commercial leadership to proactively manage risk, improve performance, and support key account growth. This role requires a leader who can operate at both a strategic and hands-on level, building structure while navigating complexity.

Requirements

Bachelor’s degree in a science, engineering or an analytical discipline required; advanced degree preferred
15+ years of experience in healthcare, diagnostics, life sciences, biotechnology, or medical device with proven ability to drive product adoption and proactive customer engagement in the field with new innovative technologies
10+ years of leadership experience building and managing remote, geographically dispersed technical field teams within lifesciences, diagnostics or healthcare
Demonstrated experience commercializing and operationalizing innovative products and providing field based support for enterprise or national accounts, large academic centers, community based practices
Proven ability to operate within a commercial organization and partner effectively with Sales, Marketing, Software, Clinical Operations, Product
Expertise in designing and troubleshooting clinical and operational workflows in regulated environment, in EMR (eg Epic) systems, CRM (SFDC)
Experience in clinical setting handling Pathology lab documentation, ABNs, and working with PHI compliance is a plus
Advanced analytical capabilities and experience building reports, dashboards, and KPIs, identifying problems and suggesting solutions
Demonstrated ability to resolve complex escalations related technical and operational issues for high impact clients
Proven track record of delivering results in a performance-driven, fast-paced, and operationally complex environment, including adapting to changing processes and product launches
Excellent written and verbal communication skills, including the ability to present business reviews to executive audiences and customers
Ability to travel domestically to customer sites in the US and Guardant Health offices and national meetings

Responsibilities

Lead, develop, and scale a high-performing team of Key Account Specialists and managers who will proactively manage relationships while providing white glove customer service and developing customized workflows for Guardant Health’s Key Accounts that include large academic hospitals, complex physician networks, integrated delivery networks
Own national performance for the Client Services- Key Account Program and establish custom service levels (SLAs), SOPs, coverage models, and workflows that scale for Guardant Health’s Key Accounts
Build and manage a metrics-driven solutions program for Key Accounts, defining and tracking KPIs such as, adoption metrics, support volume, turnaround time, training completion, and customer satisfaction and retention
Ensure client needs are met and exceeded at an account level across multiple sites and territories; present KPIs during internal business reviews to Guardant’s executive team and at client sites
Build and lead a team Key Account Specialists and Managers who will be working at the client site and remotely to drive sample volume through problem case resolution utilizing the client’s EMR capabilities, coordinating sample procurement, client education on our test ordering process, addressing billing questions and serving as the single point of contact of for various activities
Identify and troubleshoot systemic issues, define customer workflow requirements, implement scalable custom solutions for Guardant Health’s key institutions while serving as the senior escalation point for complex client and operational issues
Build customer training programs across clinical workflows, systems, and escalation management for Client Services Key Account Specialists
Collaborate cross functionally with Sales, Marketing, Key Accounts, Compliance, Billing, Clinical Operations, Software, and Product teams from field insights into solution requirements, integration enhancements, enablement tools, and roadmap priorities to drive Key Account Program success
Partner with Key Account and Sales team to align solution scope and timing to account plans, ensure clean handoffs, and support pilot-to-scale adoption across key accounts
Establish team resource plan, hire, train, coach, audit, perform competency assessments for a team of Client Services Key Account Specialists and managers
Ensure compliance with HIPAA, data security standards, and internal legal and compliance requirements; reinforce the use of approved processes, documentation, and customer communications