Partnerships and Growth Representative

About the role

The Partnerships and Growth Representative plays a key supporting role working in close partnership with the Customer Success and Business Development teams to deliver a high-quality experience across Getlabs’ partner base. This role is designed to extend the capacity and effectiveness of both teams, ensuring day-to-day partner needs are addressed, operational workflows run smoothly, and accounts are positioned for growth. The ideal candidate is highly organized, responsive, and proactive, capable of managing multiple priorities while maintaining a strong focus on partner satisfaction and execution.

Responsibilities

• Customer engagement & support
  • Serve as the primary point of contact for a portfolio of partners following implementation.
  • Deliver a white glove customer experience through proactive communication, responsiveness, and relationship management.
  • Build trusted relationships with operational, clinical, and executive stakeholders.
  • Participate in partner escalations from the beginning through resolution while maintaining clear communication and timely follow-up.
  • Develop a deep understanding of each partner's business objectives and recommend solutions to support those achievements.
• Growth & Adoption
  • Drive utilization, adoption, and long-term engagement across assigned partner accounts.
  • Conduct portal demonstrations, training, and onboarding sessions for new and existing partner teams.
  • Introduce new product features and service capabilities that improve partner performance.
  • Identify opportunities for account expansion, cross-selling, and increased utilization.
  • Partner closely with Business Development to support renewal strategies and account growth opportunities.
  • Monitor customer health metrics and proactively mitigate retention risks.
• Project Management
  • Serve as the project manager for partner initiatives from planning through execution.
  • Coordinate implementation of new workflows, operational enhancements, and product launches.
  • Manage timelines, deliverables, follow-up items, and stakeholder communication.
  • Ensure partner requests and internal initiatives are completed accurately and on schedule.
  • Maintain detailed project documentation and action plans in Salesforce CRM.
• Cross-Functional Collaboration
  • Act as the liaison between Business Development and internal departments to ensure alignment throughout the sales process and post close.
  • Coordinate closely with Operations, Clinical, Engineering, Finance, and Patient Experience.
  • Gather partner feedback and collaborate with Product and Operations on continuous improvement initiatives.
• Operational Excellence
  • Monitor partner performance against SLAs, KPIs, and operational metrics.
  • Analyze utilization, appointment volume, adoption trends, and service performance.
  • Identify operational gaps and develop solution-oriented recommendations.
  • Maintain accurate account documentation, reporting, and activity within Salesforce CRM.

Requirements

• 3-5 years of experience in Customer Success, Partnerships, Account Management, Client Success, or Customer Experience.
• Experience working in a high-growth SaaS and services organization.
• Healthcare, diagnostics, laboratory services, digital health, or healthcare technology experience preferred.
• Proven ability to build trusted relationships with executive and operational stakeholders.
• Strong project management skills with the ability to manage multiple priorities simultaneously.
• Experience conducting virtual portal demonstrations and partner training sessions.
• Exceptional communication, presentation, and organizational skills.
• Solution-oriented mindset with excellent problem-solving abilities.
• Strong analytical skills with experience using dashboards and customer performance metrics.
• Proficiency with Salesforce CRM, including account management, reporting, and activity tracking.
• Self-motivated, highly organized, and able to thrive in a fast-paced, evolving environment.
• Strong attention to detail with a passion for delivering exceptional partner experiences.

Benefits

• Competitive salary ($80K–$90K plus performance bonuses – $110K OTE).
• Valuable stock option plan.
• Medical, dental, and vision insurance options.
• Flexible and unlimited vacation.
• A company with a huge vision, a dynamic work environment, and a team of talented, ambitious, and fun colleagues.