[Remote] Director, Client Services - Key Accounts

Note: The job is a remote job and is open to candidates in USA. Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. They are seeking a Director, Client Services – Key Accounts to lead a high-impact organization responsible for delivering operational support to strategic enterprise clients, ensuring successful adoption and optimization of their diagnostic solutions.

Responsibilities

• Define and execute the strategy and roadmap for the Client Services – Key Accounts program, aligning technical, clinical, and operational support with business and commercial objectives
• Build, lead, and scale a high-performing, field-based team of Key Account Specialists and Technical Support leaders
• Establish a scalable operating model, including SOPs, SLAs, coverage models, and engagement strategies for enterprise clients
• Serve as the senior escalation point for complex clinical, technical, and operational issues impacting key accounts
• Lead a team responsible for onboarding, training, and supporting enterprise clients remotely and onsite on Guardant Health’s diagnostic products, workflows, and systems
• Ensure effective integration of Guardant’s solutions into clinical workflows, EMR systems (e.g., Epic), and laboratory operations
• Partner with Product, Engineering, and Clinical teams to identify root causes, troubleshoot issues, and deliver scalable solutions
• Translate complex operational and technical concepts into clear, actionable guidance for customers
• Partner closely with Sales and Key Account teams as the process improvement, technical and operational SME
• Drive product adoption, utilization, and growth across strategic accounts by aligning solutions to customer needs
• Support enterprise account planning, design processes, pilot programs, and expansion strategies, ensuring seamless transition from pilot to scale
• Provide field insights to influence product roadmap, integration enhancements, and go-to-market strategies
• Own national performance for the Key Account program, defining and tracking KPIs such as adoption, utilization, turnaround time, customer satisfaction, and retention
• Deliver executive-level business reviews to internal leadership and client stakeholders, highlighting performance, insights, and opportunities
• Ensure a white-glove, proactive client experience across all enterprise accounts, managing relationships across multiple sites and stakeholders
• Design and implement scalable workflows and customer-specific solutions to address complex operational and clinical needs
• Build and deliver training programs across clinical workflows, product usage, and escalation management for both internal teams and customers
• Lead continuous improvement initiatives to enhance efficiency, quality, and customer outcomes
• Establish data-driven processes, dashboards, and reporting to support decision-making and performance tracking
• Collaborate with Sales, Marketing, Product, Clinical Operations, Billing, Compliance, and Software teams to align on priorities and drive execution
• Partner with Compliance and Legal to ensure adherence to HIPAA, data security standards, and regulatory requirements
• Work with Data and Engineering teams to improve data pipelines, system integrations, and reporting capabilities

Skills

• Bachelor's degree in a scientific or technical discipline (e.g., biology, molecular biology, clinical sciences); advanced degree (MS/PhD) strongly preferred
• 15+ years of experience in diagnostics, life sciences, biotechnology, or healthcare, with direct experience supporting complex clinical or technical products
• 10+ years of leadership experience building and managing field-based, geographically dispersed teams, including managers-of-managers
• Proven experience leading field applications, technical support, or scientific services organizations supporting enterprise or national accounts
• Deep understanding of clinical workflows, laboratory operations, and healthcare systems, including EMR (e.g., Epic) and CRM platforms (e.g., Salesforce)
• Demonstrated success partnering with Sales and Commercial teams to drive product adoption, utilization, and growth
• Strong experience in troubleshooting complex technical and operational issues and delivering scalable solutions
• Experience in oncology, molecular diagnostics, or precision medicine
• Familiarity with pathology workflows (sample procurement), lab documentation, and reimbursement processes (e.g., ABNs)
• Experience supporting enterprise healthcare systems, IDNs, academic medical centers, and large physician networks
• Exposure to product launches, pilot programs, and scaling innovative technologies

Benefits

• Hybrid Work Model: This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies.
• Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time.
• All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays.
• Ability to travel domestically to customer sites and company offices as needed
• Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs.
• A background screening including criminal history is required for this role.
• GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).
• Guardant Health is an Equal Opportunity Employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
• All your information will be kept confidential according to EEO guidelines.

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