Account Operations Manager (West)

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. 

Key Responsibilities and Essential Functions

• 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

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

Working Conditions

• Some travel required (15%)
• Candidates must be located within the Pacific or Mountain Time Zones

#LI-Remote

Compensation

Salary Range: $100,600 - $150,800

Other compensation elements include:

• equity grant
• bonus eligible

ALERT: Malicious groups posing as Adaptive employees have recently used fraudulent email aliases to extend employment offers, provide fake documents, and request sensitive personal and financial information. Legitimate Adaptive employment opportunities are initiated through our careers page and extended after multiple interviews with verified employees. Adaptive does not ask new hires to purchase anything out-of-pocket, including home office supplies and equipment. 

Interested in this position, but don’t meet all the requirements?  Adaptive is committed to building diverse, equitable, and inclusive teams across our organization.  Please consider applying even if your experience doesn’t match all the qualifications; you may be the exact candidate we’re searching for!

Adaptive is not currently sponsoring candidates requiring work authorization support for this position.

Adaptive’s posted compensation information includes a base salary (or hourly rate) range and summary of other available total compensation. The base salary range represents a minimum-to-maximum salary (or hourly rate) available to candidates upon extension of offer. Base salary is thoughtfully considered upon offer and is determined through multiple evaluation checks throughout the interview process, including: a candidate’s ability to meet minimum qualifications (skills/experience/education), a candidate’s ability to thoughtfully address preferred qualifications, current market conditions, and internal pay equity. Listed base salary is exclusive of bonus, commission, equity, differential pay, benefits, and other incentives.

Adaptive's benefits at-a-glance.

Adaptive Biotechnologies is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. Please refer the Equal Employment Opportunity Posters for more information. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email hr@adaptivebiotech.com.

If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please e-mail accommodations@adaptivebiotech.com. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

NOTE TO EMPLOYMENT AGENCIES: Adaptive Biotechnologies values our relationships with our Recruitment Partners and will only accept resumes from those partners who have active agreements with Adaptive. Adaptive Biotechnologies is not responsible for any fees related to resumes that are unsolicited or are received by any employee of Adaptive Biotechnologies who is not a member of the Human Resources team.