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. 

This position will be supporting the Northeast region, including New England, Upstate New York, Maryland/CD.

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.

Working Conditions

• Some travel required (up to 25%)

#LI-Remote

Compensation

Salary Range: $79,400 - $119,200

Other compensation elements include:

• equity grant
• bonus eligible