Account Operations Manager – Southeast

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November 7

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Adaptive Biotechnologies Corp.

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Biotechnology • Healthcare Insurance • Pharmaceuticals

Adaptive Biotechnologies Corp. is a leader in immune-driven medicine, aiming to revolutionize disease detection and treatment. By utilizing the adaptive immune system, the company develops diagnostic and therapeutic solutions powered by its innovative Immune Medicine platform. They offer clinical diagnostics, particularly in Minimal Residual Disease (MRD) testing, and engage in drug discovery and therapeutic development through adaptive immunosequencing technologies. Their biopharma services support the progression of clinical trials and the development of transformative medicines. Adaptive Biotechnologies leverages the complex biology of the immune system, decoding it to advance medical science and improve patient outcomes.

501 - 1000 employees

Founded 2009

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 $125M Post-IPO Debt on 2022-09

📋 Description

• 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 • All other duties as assigned

🎯 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 • Preferred candidate will be based on the East Coast and available to work hours of 8:30am - 5:00pm EST.

🏖️ Benefits

• Possible “other compensation” elements to include: • equity grant • bonus eligible