Associate Director, Client Services

Brisbane, California

Why join Freenome?

Freenome is a high-growth biotech company developing tests to detect cancer using a standard blood draw. To do this, Freenome uses a multiomics platform that combines tumor and non-tumor signals with machine learning to find cancer in its earliest, most-treatable stages. 

Cancer is relentless. This is why Freenome is building the clinical, economic, and operational evidence to drive cancer screening and save lives. Our first screening test is for colorectal cancer (CRC) and advanced adenomas, and it’s just the beginning. 

Founded in 2014, Freenome has ~400 employees and continues to grow to match the scope of our ambitions to provide access to better screening and earlier cancer detection.  

At Freenome, we aim to impact patients by empowering everyone to prevent, detect, and treat their disease. This, together with our high-performing culture of respect and cross-collaboration, is what motivates us to make every day count.

Become a Freenomer

Do you have what it takes to be a Freenomer? A “Freenomer” is a determined, mission-driven, results-oriented employee fueled by the opportunity to change the landscape of cancer and make a positive impact on patients’ lives. Freenomers bring their diverse experience, expertise, and personal perspective to solve problems and push to achieve what’s possible, one breakthrough at a time.

About this opportunity:

As the Associate Director of Client Services within our Product Management & Customer Experience team, you will be at the forefront of shaping an exceptional customer experience for healthcare providers, their staff and their patients. We are looking for a Client Services leader who is passionate about creating efficient workflows and seamless standard operating procedures (SOPs) to ensure our customers and patients receive unparalleled support when ordering our future cancer screening tests and services. Additionally, as we launch our products and services, you’ll build and scale a team of exemplary Client Services professionals.  Your expertise will ensure you can collaborate effectively with cross-functional teams, including Commercial, Product & Program Management, Lab Operations, and IT/Engineering, to develop and enhance the tools we use to deliver client services.

This role is reporting to the Senior Director, Product Management.  This is an onsite role (4-5 days per week) based in our Brisbane, California headquarters.   

What you’ll do:

  • Develop and implement comprehensive Client Services workflows and SOPs that align with Freenome’s strategic objectives to deliver a seamless customer experience upon the launch of our blood-based cancer screening tests
  • Develop and implement comprehensive Client Services workflows and SOPs that align with Freenome’s strategic objectives to deliver a seamless customer experience upon the launch of our blood-based cancer screening tests
  • Support our early customers (healthcare providers, their staff and their patients) during customer onboarding, test ordering, report delivery, billing, and more
  • Work with cross-functional teams, including Commercial, Product & Program Management, Lab Operations, and IT/Engineering teams to:
    • Build and optimize tools for client services management, including our CRM and customer communication platforms
    • Proactively resolve customer queries and issues
    • Ensure a seamless customer experience by minimizing workflow issues, both internally and externally
  • Build our future Client Services team, and foster a culture of excellence within the team, providing coaching and guidance to ensure high-quality service and support
  • Be an advocate for our customers, ensuring that internal processes evolve as we scale, so that we can deliver near-real time resolution of problem cases, sample holds and customer queries
  • Partner with cross-functional teams to bring the voice of customer to internal stakeholders so that we can improve and refine workflows and products to drive increasing customer satisfaction
  • In collaboration with the Commercial team, manage customer relationships, ensuring that all interactions are handled with the highest level of professionalism and efficiency
  • Drive continuous improvement of client service processes through data-driven insights and feedback mechanisms
  • Collaborate with senior leadership to set performance metrics and evaluate the effectiveness of Client Services strategies and tools

Must haves:

  • Bachelor’s degree in a relevant field; Master’s degree preferred
  • Minimum of twelve years of progressive experience in diagnostics, biopharma, or life sciences in commercial or product/program management roles
  • Minimum of six years of experience in Client Services, with a minimum of three years in a centralized lab serving healthcare providers and their patients
  • At least three years in a leadership role managing a team of Client Services professionals
  • Proven track record of creating and implementing successful client service workflows and SOPs
  • Experience with CRM systems and customer communication tools
  • Strong project management skills
  • Ability to lead and collaborate with cross-functional teams to achieve shared goals
  • Excellent communication and relationship management skills, with a focus on proactive problem-solving and a solution-oriented mindset

Nice to haves:

  • Experience with advanced CRM customization and integration
  • Deep appreciation of external (e.g., physician offices, health systems, patients) and internal (e.g., lab, commercial teams) stakeholder workflows so that any solution we propose solves for the customer and patient first
  • Experience with phlebotomy services
  • A history of innovation in client services, with examples of improving client engagement through technology solutions
  • Familiarity with data analysis and performance metrics to drive service improvements

Benefits and additional information:

The US target range of our base salary for new hires is $146,625 - $222,500. You will also be eligible to receive pre-IPO equity, cash bonuses, and a full range of medical, financial, and other benefits depending on the position offered.  Please note that individual total compensation for this position will be determined at the Company’s sole discretion and may vary based on several factors, including but not limited to, location, skill level, years and depth of relevant experience, and education. We invite you to check out our career page @ freenome.com/job-openings/ for additional company information.  

Freenome is proud to be an equal-opportunity employer, and we value diversity. Freenome does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Applicants have rights under Federal Employment Laws.  

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