Position Overview
As an Account Operations Lead, you will be supporting the company’s clinical product clonoSEQ. In this customer-facing role, you will partner with Adaptive Biotechnologies Clinical Services and Field Based Teams to ensure our clinicians and their patients have an exceptional experience.
Key Responsibilities and Essential Functions
- Partner with field-based team to ensure optimal integration of clonoSEQ testing into the medical practice.
- Build and maintain strategic relationships with customers and drive satisfaction through superior service and execution.
- Manage internal process for addressing institution-specific onboarding requirements.
- Develop custom workflows and provide training to key ordering personnel.
- Ensure accurate and timely reporting of information related to new prospects.
- Serve as customer liaison for priority internal initiatives requiring customer engagement.
- Educate customers on new support offerings to maximize brand performance.
- Provide analytic support and business context to identify and drive critical growth initiatives.
- Collaborate with the Clinical Services team to ensure efficient and effective communication with clinicians and their care team.
- Act as a liaison between the customer and many of the company’s internal departments including Medical Affairs, Marketing, Reimbursement, Legal and Software.
- Contribute to a culture of success and ongoing business and goal achievement.
Position Requirements (Education, Experience, Other)
Required
- Bachelor’s degree + 5 years of related experience
- 2-4 years prior Client Services or Customer Training/Support experience is strongly preferred.
- Proactive approach to work; strong personal drive and desire for feedback.
- Strong customer and patient focus with a clear understanding of HIPAA requirements.
- Must have strong analytical and planning skills with keen attention to detail and meticulous data entry skills.
- Effective project leader able to work autonomously to advance the team toward agreed-upon goals.
- Ability to comprehend, deconstruct, and optimize complex operational workflows.
- Strong interpersonal and organizational skills with excellent listening, oral and written communication skills.
- Ability to engage directly with and provide well-supported recommendations to leadership.
- Residence in the Pacific or Mountain Standard Time (PST or MST) zone preferred.
Working Conditions
- Some travel required (up to 25%)
Compensation
Salary Range: $79,400 - $119,200
Possible “other compensation” elements to include:
- equity grant
- bonus eligible
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