Lead, develop, and scale a high-performing team of Key Account Specialists and managers
Own national performance for the Client Services- Key Account Program and establish custom service levels (SLAs)
Build and manage a metrics-driven solutions program for Key Accounts, defining and tracking KPIs
Ensure client needs are met and exceeded at an account level across multiple sites and territories
Identify and troubleshoot systemic issues, define customer workflow requirements, implement scalable custom solutions
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
Partner with Key Account and Sales team to align solution scope and timing to account plans, ensure clean handoffs
Establish team resource plan, hire, train, coach, audit, perform competency assessments for a team of Client Services Key Account Specialists

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
10+ years of leadership experience building and managing remote, geographically dispersed technical field teams
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)
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
Ability to travel domestically to customer sites in the US and Guardant Health offices and national meetings.

Benefits

Competitive salary
Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

metrics-driven solutionsKPI trackingclinical workflowsoperational workflowsreport buildingdashboard creationtroubleshootingcustomer training programsescalation managementanalytical capabilities

Soft Skills

leadershipteam buildingcoachingcollaborationproblem-solvingcommunicationresource planningcustomer serviceperformance managementcompetency assessment