Account Operations Lead – West

Role Overview

• Support institution-specific onboarding requirements and develop customized workflows tailored to account needs.
• Provide virtual or in-person training and customer support.
• Participate in go-live readiness efforts for diagnostic integrations in non-hospital and academic hospital institutions.
• Partner with internal and field-based teams to ensure optimal integration of clonoSEQ testing into diverse healthcare systems.
• Collaborate with sales and customer operations to ensure efficient and effective communication with clinicians and their care teams.
• Partner with sales, field medical, reimbursement, digital health, and customer operations to support execution of account strategies and business goals.
• Act as a liaison to support priority internal initiatives requiring customer engagement and feedback.
• Provide operational support for EMR integrations including cross-functional training efforts, operational go-live readiness, and ongoing integrated workflow optimization.
• Provide feedback to internal stakeholders to inform future integration strategies.
• Build and maintain strategic relationships with customers and drive satisfaction through superior service and execution.
• Educate customers on new support offerings to maximize brand performance, ensuring alignment with evolving clinical and operational goals.
• Provide analytic support related to new prospects and account health.
• Monitor account performance metrics and share observations that inform operational strategies and improvements.
• Contribute to a culture of collaboration, growth, and continuous improvement across the Account Operations team.

Requirements

• Bachelors + 5 years of related experience in healthcare operations, account management, customer service, diagnostics, or biotech.
• Masters + 3 years of related experience in healthcare operations, account management, customer service, diagnostics, or biotech.
• Strong customer and patient focus with demonstrated understanding of HIPAA requirements.
• Familiarity with EMR/EHR systems, LIS platforms, and healthcare infrastructure.
• Effective and professional communication skills for engagement with both internal stakeholders 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 manage multiple tasks to completion in a dynamic setting.
• Recognized for operational execution and customer-centric problem solving.
• 2–4 years of prior experience in a customer-facing commercial role (sales, marketing, or customer support) is strongly preferred.

Benefits

• equity grant
• bonus eligible