Account Operations Manager

Role Overview

• 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. Facilitate cross-functional training efforts, enable operational readiness for integration go-live, and coordinate ongoing integrated workflow optimization.
• Provide feedback to internal stakeholders to inform future integration strategies.
• Build and maintain strategic relationships with customers, driving satisfaction through superior service and execution.
• Educate customers on new support offerings to maximize brand performance, ensuring alignment with evolving clinical and operational goals.
• Ensure accurate and timely delivery of insights related to new prospects and account health.
• Assist in analyzing trends and providing business context to help identify and advance key growth initiatives.
• Monitor account performance metrics and share observations that inform operational strategies and improvements.
• Provide training and guidance to new Account Operations team members in coordination with leadership.
• Foster a culture of collaboration, growth, and continuous improvement across the Account Operations team.
• All other duties as assigned

Requirements

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

Benefits

• equity grant
• bonus eligible