Account Operations Lead (West)

Adaptive Biotechnologies•Seattle, WA

About The Position

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 The Account Operations Lead supports the successful integration and utilization of Adaptive Biotechnologies’ clonoSEQ® Assay into diverse healthcare settings. With strong attention to detail and a strategic focus, the Account Operations Lead helps to create scalable solutions that enhance the end-user experience and accelerate clonoSEQ adoption. This customer-facing position supports diagnostic workflow creation, timely customer onboarding, and provides comprehensive training for clinical teams. Working cross-functionally with field-based teams and internal stakeholders, individuals in this role partner to navigate unique healthcare systems, support EMR integration, and optimize clonoSEQ testing. The Account Operations Lead supports a best-in-class customer experience, educating stakeholders on support offerings, and contributing to continuous advancements across the diagnostics business.

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.

Nice To Haves

2–4 years of prior experience in a customer-facing commercial role (sales, marketing, or customer support) is strongly preferred.

Responsibilities

Customer Onboarding & Workflow Execution 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.
Clinical & Operational Support 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 .
Cross-Functional Collaboration 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.
Technical Enablement & EMR Support 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.
Customer Engagement & Education 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.
Operational Insight Provide analytic support related to new prospects and account health.
Monitor account performance metrics and share observations that inform operational strategies and improvements .
Team Support Contribute to a culture of collaboration, growth, and continuous improvement across the Account Operations team .
All other duties as assigned