Account Operations Manager

📋 Description

• Oversee the onboarding requirements specific to each institution and create tailored workflows that meet the operational and clinical demands of each account.

• Facilitate both virtual and in-person training sessions for key personnel involved in ordering, while ensuring readiness for diagnostic integrations in both non-hospital and academic hospital settings.

• Utilize a solid understanding of hematologic disease biology, specimen management, and MRD testing guidelines to assist in the implementation of workflows.

• Act as a resource for internal teams and external stakeholders, ensuring that workflows are consistent with care standards and institutional protocols.

• Collaborate with sales and customer operations to maintain effective communication with clinicians and their teams.

• Work in partnership with sales, field medical, reimbursement, digital health, and customer operations to ensure the cohesive execution of account strategies and business objectives.

• Serve as a liaison to facilitate priority internal initiatives that require customer engagement and feedback.

• Aid in EMR integration efforts by collaborating with technical teams and engaging both existing and prospective integration targets.

• Assist customers in utilizing embedded decision support tools to enhance diagnostic adoption. Lead cross-functional training initiatives, prepare for integration go-lives, and coordinate ongoing optimization of integrated workflows.

• Provide insights to internal stakeholders to guide future integration strategies.

• Establish and nurture strategic relationships with customers, enhancing satisfaction through exceptional service and execution.

• Inform customers about new support offerings to optimize brand performance, ensuring alignment with their evolving clinical and operational objectives.

• Guarantee the accurate and prompt delivery of insights regarding new prospects and account health.

• Aid in trend analysis and provide business context to identify and propel key growth initiatives.

• Track account performance metrics and share findings that inform operational strategies and enhancements.

• Train and mentor new Account Operations team members in collaboration with leadership.

• Cultivate a culture of collaboration, growth, and continuous improvement within the Account Operations team.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Bachelor's degree with 7 years of relevant experience in healthcare operations, customer service, account management, or the diagnostics/biotech sector.

• Master's degree with 5 years of relevant experience in healthcare operations, customer service, account management, or the diagnostics/biotech sector.

• Strong focus on customer and patient needs, with a solid understanding of HIPAA regulations.

• Familiarity with EMR/EHR systems, LIS platforms, and the healthcare infrastructure.

• Experience in navigating complex workflows and supporting healthcare organizations across academic, community, and integrated delivery networks.

• Excellent and professional communication skills for engaging with both internal cross-functional teams and external customers.

• Demonstrated ability to collaborate within a team environment and influence outcomes in a matrixed organization.

• High attention to detail and strong data entry skills.

• Ability to independently and proactively handle multiple tasks to completion in a fast-paced environment.

• Recognized for successful operational execution and customer-focused problem-solving.

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

🏝️ Benefits

• Equity grant

• Bonus eligible