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Adaptive Biotechnologies Account Operations Lead in Seattle, Washington

Job DescriptionWe are powering the age of immune medicine–you can too. At Adaptive, our goal is to harness the power of the adaptive immune system to make a difference in the lives of people living with many different diseases. As an Adapter, you will be surrounded by driven colleagues who think boldly and innovate fearlessly. You will experience meaningful challenges in your work and be fueled by the knowledge that you’re making a difference in patient’s lives. You belong here – come discover your story at Adaptive. 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 report to the Sr Manager of Account Operations. Hiring two Account Operations Leads to cover the Central and West regions. Open to remote. Responsibilities *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 *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 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 Requirements *Bachelor’s degree or an equivalent combination of education and experience *2-4 years prior Client Services or Customer Training/Support experience is strongly preferred *Strong customer and patient focus with demonstrated understanding of HIPAA requirements *Familiarity with basic laboratory and customer service related systems such as LIMS and SFDC *Strong attention to detail and meticulous data entry skills *Ability to manage multiple tasks to completion in a dynamic office setting *Effective and professional communication skills for engagement with both internal and external personnel *Excellent written communication skills are required, including technical computer proficiency (Word, Excel, PowerPoint, etc.) *Flexible team-player with the ability to develop best practices for procedures on new assignments *Some travel required (15%)