Director of Client Experience, Lab Network

Health Gorilla, Inc., Remote - United States

The role

Want to revolutionize healthcare?

Health Gorilla is looking for an Associate Account Executive, New Logo to join our Commercial organization. Reporting to the VP of Enterprise Sales, this quota-carrying role drives new business across our priority customer segments while running the structured, repeatable engine that moves deals from first touch to signature. You will compress sales-cycle time by owning the process end to end — lead response, discovery, NDA and sandbox provisioning, compliance coordination, pricing assembly, proposal production, and contract execution — while progressively taking direct ownership of a defined segment of new-logo opportunities.

This is a hybrid seller-operator role and a deliberate development path toward a full Account Executive seat. If you are process-driven, commercially curious, and want to earn your way into a closing role in a fast-moving healthcare technology company, we want to hear from you.

All jobs

Director of Client Experience, Lab Network

Health Gorilla, Inc., Remote - United States

The role

Want to revolutionize healthcare?

What you will do

Proactive Portfolio Management

Manage the lab network portfolio proactively, anticipating client needs, risks, and opportunities rather than waiting for them to surface.
Maintain a view of every account's status, health, contract position, and next steps.
Reach out to clients ahead of known changes, issues, and renewal milestones.
Prioritize time and attention across the portfolio based on account value, risk, and growth potential.
Analyze usage, renewal, and account data across the portfolio to find patterns in how clients adopt, grow, and churn, and use what you learn to shape account strategy and decide where to focus.

Account Ownership & Relationship Management

Own the full lab network portfolio, including lab partners, channel partners, and lab network clients, serving as their primary point of contact and escalation point after implementation.
Build strong relationships across each account, including executive sponsors, operations leaders, commercial leadership, and the technical teams who maintain our interfaces.
Lead regular business reviews covering usage, adoption, open issues, and account goals.
Be the face of Health Gorilla to your accounts, staying calm and effective when escalation lands.

Renewals

Own the renewal process for every account in your portfolio, from early planning through signed agreement.
Track renewal timing, contract terms, and notice periods, and start renewal conversations well ahead of term end.
Assess account health, identify renewal risk early, and build a plan to address it.
Work with Legal and Finance on renewal terms, pricing, and contract structure.

Cross-Sell, Upsell & Network Growth

Identify expansion opportunities within each account, including additional practices, additional labs, higher volume tiers, and other Health Gorilla products.
Build account plans that show where each relationship can grow and what it will take.
Set network expansion strategy: which labs to add, in what order, and the business case for each.

Adoption & Onboarding

Drive adoption across each client's practices so they get full value from the network.
Work with the Implementation team on lab and partner onboarding as needed.
Monitor usage and account health, and act on early signs of drop-off.

Network Health & Source of Truth

Partner with Lab Network Operations on interface health, escalation paths, and connectivity standards.
Oversee the source of truth for lab network data across Salesforce, the interface monitor, and public-facing lists, including the standards and cadence that keep them reconciled.

Process Improvement

Identify ways to improve our internal processes, including handoffs between Sales, Implementation, Operations, and Finance, and the way lab network work is tracked and reported.
Identify ways to improve the external client experience, including onboarding, communication, issue resolution, and documentation.
Turn recurring issues into lasting fixes rather than one-off resolutions.
Document processes so they are repeatable and clear to everyone involved.

Automation & AI Enablement

Find manual, repetitive work in this function and automate it, including reconciliation, renewal tracking, account health reporting, and client communications.
Use AI tooling as a standard part of how you work, and build workflows and reusable assets that let a small team cover a large network.
Share what works with the rest of the organization.

Client Feedback & Outcomes Tracking

Bring client and partner feedback back to Product and leadership to inform the roadmap and company strategy.
Report on renewal rates, expansion, account health, and network performance across the portfolio.

Director of Client Experience, Lab Network

The role

Director of Client Experience, Lab Network

The role

What you will do

What you need

Nice to have

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Health Gorilla, Inc.