Director of Client Services
Posted on 5/22/2023
Memphis, TN, USA
Experience Level
Desired Skills
  • 7-10+ years commercial experience, leading teams in the healthcare or laboratory industry, with experience in a role where service skills are required
  • Experience setting strategic plans, improving processes and change management
  • Ideally, experience launching new technologies or innovations in client service / laboratories
  • Bachelor's degree in Business, Marketing or Life Sciences
  • Computer proficiency, strong typing and data entry skills, demonstrated attention to detail and excellent organizational skills
  • Ability to communicate effectively and follow written and verbal instructions
  • Ability to handle multiple tasks and work in a fast-paced environment
  • Ability to learn and use laboratory management systems
  • Understanding of HIPAA and importance of privacy of patient data
  • Experience with phone-based support or call center experience
  • Notable interpersonal skills with a passion and enthusiasm for providing unparalleled service to prospects and clients
  • Self-motivated and able to thrive in a results-driven environment
  • Responsible to lead a team to deliver a high level of service, maintain client health and satisfaction and effectively manage internal and external customer expectations, thus supporting the commercial success of PathAI Diagnostics
  • Drive broader adoption and retain business through optimized service processes
  • Leverage existing client service data and maximize automated reporting on key metrics to drive customer and operations insights, fueling our strategies and actions and driving productivity
  • Identify solutions for increased overall lab efficiency by implementing new technology applications
  • Hire, develop, and retain qualified staff members
  • Enable and lead team with formal training, training documents and role clarity
  • Set overall strategy and clear expectations and coach to unleash team's potential. Evaluate employee performance to ensure competency is maintained and documented
  • Set key performance indicators to measure success
  • Communicate strategy, set milestones and regularly report updates to inspire confidence
  • Positively impact our culture by building initiatives that are inclusive, drive connectivity and collaboration
  • Establish positive, collaborative relationships with customer(s) and lead team to proactively solve customer problems and resolve pain points of varied complexity
  • Act as a link between external customers and internal operations, while demonstrating a positive and professional image through phone and e-mail communications
  • Serve as part of an escalation path for issues, questions and feedback
  • Proactively identify and troubleshoot problems that may adversely affect customer success
  • Interview and collaborate with customers to design processes and trainings to meet unique customer needs
  • Document all communication and maintain appropriate records and database of client information
  • Liaise with key operations stakeholders and serve as on-site leader of coordinated activities
  • Deeply collaborate with internal stakeholders and make trade-offs to balance critical client needs with business resources and initiatives
  • Advocate for company roadmap additions and alterations given client needs
  • Operate in compliance with all regulatory requirements and company policies

201-500 employees

AI-powered technology for pathology
Company Overview
PathAI is dedicated to improving patient outcomes with reliable AI-Powered technology and meaningful collaboration with biopharma, laboratories, and clinicians — aiming to provide patients with access to accurate diagnoses and effective treatments.
  • Competitive medical, dental, and vision insurance
  • Retirement plan options
  • Paid parental leave
  • Health & wellness benefits
  • Flexible work options
  • Generous paid time off
Company Core Values
  • Passion
  • Collaboration
  • Transparency
  • Humility
  • Trust & Autonomy
  • Creativity