Account Operations Manager (West)

at  Adaptive Biotechnologies

At Adaptive, we’re Powering the Age of Immune Medicine. Our goal is to harness the power of the adaptive immune system to transform the way diseases are diagnosed and treated.
As an Adapter, you’ll have the opportunity to make a difference in people’s lives. With Adaptive, you’ll create a career highlight through collaboration with bright, curious colleagues working at the apex of innovation and application.
It’s time for your next chapter. Discover your story with Adaptive.

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.

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

• 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