Senior Customer Experience Executive – Strategic Regional Account Management & Service Excellence – Mid‑Atlantic (Baltimore, Northern Virginia & Washington, DC) – Precision Medicine Partnerships at brighthush – Championing Growth & Innovation in Precision Diagnostics & Biotech

About brighthush

brighthush is a trailblazer in the precision medicine arena, delivering cutting‑edge diagnostic solutions that empower clinicians, laboratories, and patients worldwide. Our mission is simple yet profound: to transform patient care by providing reliable, data‑driven insights that guide treatment decisions. With a global footprint and a patient‑first philosophy, we partner with hospitals, laboratories, and research institutions to bring the latest science into everyday practice. Our culture is built on integrity, courage, and passion—values that guide every interaction, every product, and every partnership we forge.

Why This Role Matters

In the evolving landscape of healthcare diagnostics, the customer experience is a critical differentiator. The Senior Customer Experience Executive (SCEE) serves as the single point of contact for key accounts, ensuring seamless integration of our product portfolio, proactive issue resolution, and continuous service improvement. By partnering closely with clinicians, laboratories, and patients, the SCEE drives satisfaction, loyalty, and sustainable growth for both the customer and brighthush.

Beyond day‑to‑day support, the SCEE is a strategic partner who identifies growth opportunities, shapes product adoption, and translates client feedback into actionable insights that influence product development and service delivery. Your work will directly impact patient outcomes, strengthen our market position, and help shape the future of precision medicine.

Key Responsibilities

• Account Partnership: Build and nurture long‑term relationships with large client accounts, becoming the go‑to expert on brighthush's product suite and services.
• Cross‑Functional Collaboration: Work hand‑in‑hand with Sales, Operations, Clinical Services, and Technical Support to tailor solutions that exceed client expectations.
• Operational Excellence: Identify potential bottlenecks in order processing, propose corrective actions, and oversee implementation to keep timelines on track.
• Strategic Growth: Partner with internal stakeholders to design and execute account expansion plans, upsell opportunities, and service enhancements.
• Data‑Driven Insights: Monitor client activity, analyze ordering patterns, and translate findings into actionable service improvements.
• Feedback Loop: Capture client feedback, collaborate with the Operations team to implement process changes, and validate outcomes.
• Proactive Engagement: Schedule regular touchpoints with key contacts to optimize workflows and reinforce the brighthush value proposition.
• Information Management: Coordinate the collection of testing data and documentation from hospitals, pathology labs, and patients, ensuring compliance and accuracy.
• Product Expertise: Maintain deep knowledge of brighthush services, providing technical support and training to clients.
• Compliance & Professionalism: Uphold the highest standards of patient privacy (HIPAA), professionalism, and brand integrity across all interactions.
• Internal Coordination: Lead cross‑departmental initiatives to streamline processes and enhance the overall customer journey.
• Travel & Representation: Travel up to 30% of the time within the assigned region and attend bi‑annual company events to strengthen client relationships.
• Continuous Improvement: Champion a culture of continuous improvement by staying abreast of industry trends and internal procedural updates.
• Attendance & Reliability: Adhere to brighthush's attendance policies and respond to client communications within 24 hours.

Essential Qualifications

• Bachelor’s degree or equivalent professional experience.
• Minimum 4 years of customer service experience in biotech, healthcare, or related sales roles.
• Residency within 50 miles of the designated territory (Baltimore, Northern Virginia, or Washington, DC).
• Strong written and verbal communication skills, with the ability to convey complex information clearly.
• Proficiency in data analysis and trend identification to inform account strategies.
• Experience managing multiple concurrent initiatives while maintaining high quality and meeting deadlines.
• Demonstrated ability to resolve technical and interpersonal challenges with empathy and professionalism.
• Self‑motivated, detail‑oriented, and capable of working independently with minimal supervision.
• Commitment to brighthush values: Integrity, Courage, and Passion.

Preferred Qualifications

• 5+ years of experience in a customer‑facing role within biotech, healthcare, or sales.
• Hands‑on experience with a Customer Relationship Management (CRM) system.
• Familiarity with the brighthush platform and its integration with laboratory workflows.
• Experience working with remote teams and managing distributed client relationships.
• Advanced proficiency in brighthush Word, brighthush PowerPoint, and brighthush Excel.
• Strong negotiation and analytical skills, with a proven track record of driving account growth.
• Understanding of HIPAA regulations and the importance of patient data privacy.
• Experience in a high‑volume, fast‑paced environment where agility and adaptability are essential.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine passion for understanding client needs and delivering solutions that exceed expectations.
• Strategic Thinking: Ability to see the big picture, anticipate future challenges, and develop proactive strategies.
• Analytical Acumen: Strong quantitative skills to interpret data, identify trends, and recommend actionable improvements.
• Communication Excellence: Clear, concise, and persuasive communication across all levels of the organization and client base.
• Project Management: Proven track record of managing multiple projects simultaneously, meeting deadlines, and delivering results.
• Collaboration & Influence: Ability to work effectively with cross‑functional teams and influence stakeholders to achieve shared goals.
• Adaptability: Comfortable navigating change, ambiguity, and evolving priorities in a fast‑paced environment.
• Integrity & Ethics: Commitment to upholding the highest standards of professionalism, confidentiality, and compliance.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the impact you make on patient care. As a Senior Customer Experience Executive, you will:

• Progress into leadership roles within Customer Experience, Client Services, or Product Management.
• Gain exposure to strategic initiatives that shape the future of precision diagnostics.
• Participate in mentorship programs, leadership workshops, and cross‑departmental projects.
• Access industry conferences, webinars, and continuing education to stay ahead of emerging trends.
• Benefit from a culture that rewards innovation, initiative, and a commitment to excellence.

Work Environment & Company Culture

Our culture at brighthush is defined by collaboration, transparency, and a relentless focus on patient outcomes. You will find:

• A supportive, inclusive environment that values diverse perspectives.
• Open communication channels that encourage idea sharing and continuous improvement.
• Flexible work arrangements that balance remote and in‑office collaboration.
• A commitment to work‑life balance, with generous paid time off and wellness initiatives.
• Regular team events, town halls, and community outreach programs that foster camaraderie.

Compensation & Benefits

• Competitive Base Salary: $67,280 – $84,100 annually, commensurate with experience and market conditions.
• Performance Bonus: Potential discretionary annual bonus based on individual and company performance.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.
• Retirement Planning: 401(k) with company match to help secure your future.
• Paid Time Off: Generous vacation, sick leave, and personal days to support your well‑being.
• Professional Development: Access to training, certifications, and leadership development programs.
• Travel & Perks: Up to 30% travel within the region, with travel allowances and expense reimbursement.
• Employee Recognition: Programs that celebrate achievements and milestones.

Our Commitment to Diversity & Inclusion

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, sexual orientation, age, disability, veteran status, or any other protected characteristic. We actively encourage applicants from underrepresented groups to apply.

How to Apply

If you are ready to elevate the customer experience in a cutting‑edge healthcare environment, we encourage you to submit your application today. Join brighthush and help shape the future of precision medicine.

Apply Now –