Company Description

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 a high-impact, field-based organization responsible for delivering technical and operational support to our most strategic enterprise clients that include large academic hospitals, complex physician networks, integrated delivery networks. This leader will define and execute the vision, strategy, and operating model for a best-in-class Key Account Program that ensures successful adoption, integration, and optimization of Guardant Health's diagnostic solutions across complex healthcare environments.

This is a highly strategic and hands-on leadership role that sits at the intersection of customer support, process improvement, and commercial enablement. You will build and lead a team of specialists who partner closely with Customers, Sales, Product, Software, Key Account and Clinical teams to solve complex problems, develop processes drive adoption, and deliver measurable impact across the cancer care continuum. The ideal candidate brings deep experience in diagnostics, life sciences, or healthcare, with a strong foundation in field applications, technical support, or scientific services, combined with a proven ability to lead teams, influence cross-functional stakeholders, and scale programs in a fast-paced, high-growth environment.

Key Responsibilities:

Leadership & Strategy

• 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

Technical & Operational Client Solutions

• 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

Commercial Partnership & Product Adoption

• 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

Client Experience & Performance Management

• 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

Program Development & Operational Excellence

• 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

Cross-Functional Collaboration

• 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

Qualifications

Required

• 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

Preferred

• 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

Key Competencies

• Strategic thinking with the ability to execute at both a high-level and hands-on
• Strong technical and scientific acumen with the ability to translate complexity into action
• Exceptional stakeholder management and communication skills, including executive-level presentations
• Proven ability to lead through ambiguity, complexity, and rapid growth
• Data-driven mindset with experience building and leveraging KPIs, dashboards, and analytics

Additional Requirements

• Ability to travel domestically to customer sites and company offices as needed

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. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need.Primary Location: Remote - Open Position (USA)Primary Location Base Pay Range: $137,360 - $188,870Other US Location(s) Base Pay Range: $137,360 - $188,870If the role is performed in Colorado, the pay range for this job is: $145,440 - $199,980

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

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. If you need support, please reach out to [email protected]

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.

To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.

Please visit our career page at: http://www.guardanthealth.com/jobs/