Position Overview
As Account Operations Manager, you will be supporting the company’s clinical product, the clonoSEQ® Assay for detection and monitoring of minimal residual disease (MRD) in lymphoid cancers. In this customer-facing role, you will partner with Adaptive Biotechnologies’ Diagnostics Customer Operations and field-based teams to ensure our customers and their patients have an exceptional experience when ordering and using clonoSEQ.
Key Responsibilities and Essential Functions
- Build and maintain strategic relationships with customers and drive satisfaction through superior service and execution
- Partner with field-based team to ensure optimal integration of clonoSEQ testing into the medical practice
- Team lead for driving system changes in support of customers and internal partners
- Manage internal process for addressing institution-specific onboarding requirements
- Develop custom workflows and provide training to key ordering personnel
- Provide training to new Account Ops Lead in coordination with leadership
- Tier 2 support for escalation of customer issues
- Lead efforts in coordination with leadership to develop new and ongoing refinement of customer support communication materials
- 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 team
- Act as a liaison between the customer and many of the company’s internal departments including Medical Affairs, Marketing, Reimbursement, Legal and IT
- Contribute to a culture of success and ongoing business and goal achievement
Position Requirements
- Bachelor’s degree + 7 years of related experience
- 2-4 years of prior experience operating in a customer-facing commercial role (sales/marketing/customer support) for a regulated healthcare product desirable
- Strong customer and patient focus with demonstrated understanding of HIPAA requirements
- Effective and professional communication skills for engagement with both internal and external personnel
- Demonstrated ability to work in a team environment with the goal of bringing the appropriate resources to address a specific customer need
- Familiarity with basic laboratory and customer service-related systems such as LIMS and SFDC
- Ability to manage multiple tasks to completion in a dynamic office setting
- Strong attention to detail and meticulous data entry skills
Working Conditions
- Some travel required (15%)
#LI-Remote
Compensation
Salary Range: $100,600 - $150,800
Other compensation elements include:
- equity grant
- bonus eligible