Senior Client Manager, Business Development

Position Overview

The Immune Medicine (IM) business unit at Adaptive Biotechnologies focuses on accelerating the research and development of transformative immune-based therapeutics that improve people’s lives. Adaptive has a robust IM platform that allows access to the massive diversity of the adaptive immune system. Adaptive is using this differentiated platform to develop its own therapeutics and partner with pharmaceutical companies to accelerate their R&D of innovative medicines.

The IM business has a growing portfolio of more than 50 biopharmaceutical companies that use IM’s platform, immunobiology and computational biology / bioinformatic expertise. The Translational Sciences team directly works with IM’s customers to support the development of immune-mediated, innovative drugs in oncology, infectious diseases, autoimmunity and neurodegenerative disorders.

The Sr. Client Manager, Business Development works directly with pharma customers to support the growth of our IM pharma business. The Sr. Client Manager will work cross-functionally to support executing on project commitments and timelines. The Sr, Client Manager is responsible for processing pharmaceutical/biotechnology customer contracts and orders, handling client inquiries regarding products and services, and managing end-to-end operational logistics. The Sr. Client Manager works cross-functionally with IM’s business operations, Translational science, Business Development and Licensing (BD&L) teams and is responsible for supporting and driving ongoing and new business opportunities to meet IM’s revenue objectives.

Reporting to the Associate Director, Client Management Business Development this individual will focus and contribute to four key business objectives: (1) Exemplary customer service, along with a demonstrated ability to work independently and function effectively as a member of the IM Pharma team, (2) support IM’s revenue goals by managing customer studies from initiation through completion, (3) drive operational excellence with new and existing industry and institutional customers who want access to IM’s platform, capabilities and expertise, (4) contribute to revenue generating efforts and strategic functional initiatives.

The Sr. Client Manager must be independent, organized, an articulate communicator via phone, email, or in-person meetings, and be attentive to detail. The Sr. Client Manager will need to understand both the technical aspects of Adaptive’s services and possess the ability to communicate professionally and effectively with internal and external, cross-functional stakeholders. A high degree of efficiency and organization is required for this role.

Key Responsibilities and Essential Functions

• SME on all aspects of product knowledge, applications and sample preparation processes within their scope of expertise and in accordance with Adaptive Standard Operating Procedures (SOPs)
• Serve as the primary point of contact for key pharmaceutical and academic clients, ensuring strong relationships and client satisfaction
• Lead client meetings, presentations and reviews to communicate progress, insights and opportunities for improvements.
• Manage end-to-end project, contract and order creation processes within Salesforce, ensuring accuracy and efficiency.
• Collaborate cross-functionally with internal teams (e.g. Lab, Translational Science, B&L, Sample Management, Accounts, Legal) to deliver high-quality solutions tailored to client needs
• Ensure seamless project execution by aligning internal resources and managing timelines effectively.
• Assist in the completion of RFIs (requests for Information), ensuring accurate and timely responses
• Support prospecting efforts by identifying and engaging potential clients to drive business growth.
• Collaborate and coordinate sample flow with Lab Operations and Sample Management teams
• Ensure documentation of all communications in Salesforce according to established SOPs and assist with updating SOPs
• Handle complex issues and triage responses to relevant parties within the organization as needed
• Point of contact for responding to complex/sensitive inquiries posted through our corporate website and document each inquiry appropriately
• Ensure completion by customers of sample manifest in accordance with Adaptive SOPs and manage all sample and shipping logistics with customers
• Track the management of sample inventory for active pharma/biotech studies
• Build on existing customer base by providing the highest level of customer service and support
• Address escalated issues as appropriate using established protocols
• Interact with clients, patients, visitors, and fellow staff in a courteous and professional manner
• All other duties as assigned

Position Requirements (Education, Experience, Other)

Required

• Bachelor’s Degree + 7 years of related experience, or
• Master’s Degree + 5 years of related experience
• Experience following and/or developing Standard Operating Procedures (SOPs)
• Strong interpersonal and organizational skills.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
• Excellent listening, oral and written communication skills.
• An excellent team player – highly effective in working with others but also capable of working independently as necessary
• Professional and courteous telephone manner
• Demonstrated ability to handle technically complex scientific documentation and articulate technical concepts to customers
• Ability to multi-task and an attention to detail

Working Conditions

This position may work remotely. However, either Seattle, San Francisco or New York-based is strongly preferred. It may require up to 10% travel from time to time, and a willingness to work according to global hours, as needed.

#LI-Remote

Compensation

Salary Range: $100,600 - $150,800

Other compensation elements include:

• equity grant
• bonus eligible