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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.
• All other duties as assigned

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%)
• must be able to support Central time zone

#LI-Remote

Compensation

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

Other compensation elements include:

• equity grant
• bonus eligible