Project Lead, Partner Operations

Passionate about precision medicine and advancing the healthcare industry?

We are looking for individuals who will oversee institution clients for our Multi-Omics business. The individuals will work with our cross-functional teams on managing key partnerships across our Multi-Omics businesses, ensuring that we deliver a high level of service, maintain client health and satisfaction, retain clients, create a referral/reference network, and track adherence to contract.

This role will be expected to 

• Partner with Sales to build and maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting success as defined by the customer
• Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances
• Serve as part of an escalation path for issues, questions and feedback  
• Share best practices and encourage their adoption 
• Interview and collaborate with customers to design processes and trainings to meet unique customer needs
• Work with customers to set goals and benchmark success, leveraging tools (data, client references, etc.) to win and maintain customer support
• Direct a regional portfolio of clients and been the primary point of contact for all matters related to the needs of these existing partners. 
• Work closely with a cross functional team composed of Ops, business development, lab, clinical, product/technology, and customers service to deliver great service to clients
• Measure and report key performance metrics for your assigned portfolio to relevant internal stakeholders. 
• Partner with the Commercial team to transition and on-board a new client.
• Make tough priority calls and trade-offs to balance critical client needs with business resources & initiatives
• Advocate for company roadmap additions and alterations given client needs
• Contribute to the development of marketing and sales enablement collateral
• Run training sessions for new team members
• Identify areas of process improvement and present potential solutions & their associated feasibility
• Establish a regular cadence for customer communication 
• Work with customer to accurately forecast volume 
• Oversee customer volume and product performance
• Analyze customer volume patterns to identify areas of risk, opportunity and need
• Conduct Account Reviews with customer providing insight to utilization and making recommendations for improvement 

A good candidate:

• Has experience in a client-facing role in a healthcare technology company
• Has a proven track record of setting and achieving high personal standards of performance
• Is highly organized and systematic, with superb attention to detail and the ability to prioritize and complete tasks with a high degree of accuracy
• Is persistent, resilient, and gritty 
• Is a powerful & persuasive communicator with a strong ability to motivate and influence others
• Has the ability to develop and maintain strong relationships; up, down and across
• Has superior analytical and problem-solving skills
• Has a tenacious appetite for success

An ideal candidate also: 

• Has experience at a genomics or management consulting firm
• Possesses an Advanced Degree in Business, Public Health or Science