Director of Client Experience, Lab Network

Health Gorilla, Inc.

24d•$125,000 - $160,000

About The Position

The Director of Client Experience, Lab Network owns Health Gorilla’s portfolio of lab network clients and partners after implementation. This person serves as the primary point of contact and internal advocate for clients, manages relationships and escalations, owns renewals, and identifies opportunities to expand accounts and grow the lab network. The role also oversees the accuracy and operational health of network information and improves processes across internal teams and the client experience. The position requires proactive portfolio management, relationship building, renewal and expansion planning, adoption support, network data oversight, and collaboration with teams including Sales, Implementation, Operations, Engineering, Product, Legal, and Finance. The Director will use portfolio data and client feedback to guide account strategy, report on outcomes, and inform company planning. They will also identify manual work for automation, use AI tools and workflows to improve coverage and efficiency, and document repeatable processes. The role reports to the VP of Operations.

Requirements

At least 5 years of experience in account management, client success, partner management, or network operations at a health technology company, lab, LIS vendor, or clinical data network.
Experience owning renewals and growing accounts through cross-selling and upselling.
Ability to proactively manage a portfolio, anticipate risks and opportunities, and prioritize account attention.
Ability to assess client and partner health and determine whether relationships are suited for growth or exit.
Experience identifying and fixing process problems, including building a coverage model, reconciliation process, onboarding workflow, or operating cadence from scratch.
Uses AI tools routinely, has automated real work with them, and reviews AI-generated output before it is shared.
Fluency in lab data exchange, including HL7 v2, ORU/ORM, and LOINC, and interoperability frameworks including CCDA, FHIR, TEFCA/QHIN, and Carequality.
Ability to break down problems and determine whether they involve a defect, configuration issue, contract gap, or data problem before engaging other teams.
Ability to build trust with operational, technical, and executive contacts and align priorities across Sales, Implementation, Engineering, Legal, and Finance.
Clear communication skills, including the ability to make complex situations actionable for clients and colleagues.

Nice To Haves

Experience at a reference lab, LIS vendor, or clinical data network.
Experience managing channel partner or reseller relationships.
Prior ownership of a partner or vendor network at scale.

Responsibilities

Manage the lab network portfolio proactively, monitoring account status, health, contract position, risks, opportunities, and next steps.
Prioritize portfolio coverage based on account value, risk, and growth potential; analyze usage, renewal, and account data to guide account strategy.
Serve as the primary point of contact and escalation point after implementation for lab partners, channel partners, and lab network clients.
Build relationships with executive sponsors, operations leaders, commercial leaders, and technical teams; lead regular business reviews.
Own renewal planning and execution for every account, including tracking contract terms and notice periods, assessing renewal risk, and coordinating terms, pricing, and contract structure with Legal and Finance.
Identify and pursue expansion opportunities such as additional practices, labs, higher volume tiers, and other Health Gorilla products; build account plans and set network expansion strategy.
Drive client adoption across practices, coordinate with Implementation on lab and partner onboarding, and respond to signs of declining usage or account health.
Partner with Lab Network Operations on interface health, escalation paths, and connectivity standards.
Oversee lab network data as the source of truth across Salesforce, the interface monitor, and public-facing lists; maintain reconciliation standards and cadence.
Improve internal processes and handoffs among Sales, Implementation, Operations, and Finance, as well as external onboarding, communications, issue resolution, and documentation.
Turn recurring issues into lasting fixes and document processes so they are repeatable and clear.
Identify repetitive manual work and automate tasks such as reconciliation, renewal tracking, account-health reporting, and client communications; use AI tools and share effective workflows across the organization.
Bring client and partner feedback to Product and leadership to inform the roadmap and company strategy.
Report on renewal rates, expansion, account health, and network performance across the portfolio.