[Hiring] Account Operations Manager @Adaptive Biotechnologies

Role Description

The Account Operations Manager plays a critical role in driving the successful integration and utilization of Adaptive Biotechnologies’ clonoSEQ® Assay into diverse healthcare settings. This customer-facing position leads the design and implementation of tailored diagnostic workflows, ensuring seamless onboarding, and providing comprehensive training for clinical teams.

• Manage institution-specific onboarding requirements and develop customized workflows tailored to each account’s operational and clinical needs.
• Lead virtual or in-person trainings for key ordering personnel and support go-live readiness for diagnostic integrations in non-hospital and academic hospital institutions.
• Apply working knowledge of hematologic disease biology, specimen handling, and MRD testing guidelines to support workflow implementation.
• Serve as a resource to internal teams and external stakeholders, helping ensure workflows align with standards of care and institutional protocols.
• Collaborate with sales and customer operations to ensure efficient and effective communication with clinicians and their teams.
• Partner with sales, field medical, reimbursement, digital health, and customer operations to ensure cohesive execution of account strategies and business goals.
• Act as a liaison to support priority internal initiatives requiring customer engagement and feedback.
• Support EMR integration efforts by partnering with technical teams and engaging existing and prospective integration targets.
• Help customers leverage embedded decision support tools to drive diagnostic adoption.
• Build and maintain strategic relationships with customers, driving satisfaction through superior service and execution.
• Ensure accurate and timely delivery of insights related to new prospects and account health.
• Provide training and guidance to new Account Operations team members in coordination with leadership.

Qualifications

• Bachelors + 7 years of related experience in healthcare operations, customer service, account management, or diagnostics/biotech industry.
• Masters + 5 years of related experience in healthcare operations, customer service, account management, or diagnostics/biotech industry.
• Strong customer and patient focus with demonstrated understanding of HIPAA requirements.
• Familiarity with EMR/EHR systems, LIS platforms, and healthcare infrastructure.
• Experience navigating complex workflows and supporting academic, community, and integrated delivery network healthcare organizations.
• Effective and professional communication skills for engagement with both internal cross-functional partners and external customers.
• Proven ability to work in a team environment and influence outcomes in a matrixed organization.
• Strong attention to detail and meticulous data entry skills.
• Ability to autonomously and proactively manage multiple tasks to completion in a dynamic setting.
• Recognized for operational execution and customer-centric problem solving.

Requirements

• 2–4 years of prior experience in a customer-facing commercial role (sales, marketing, or customer support) for a regulated healthcare product preferred.

Benefits

• Salary Range: $101,600 - $152,400
• Equity grant
• Bonus eligible

Company Description

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.