Key Account Manager

Position Overview

The Senior Key Account Manager acts as the strategic commercial link between Gene by Gene’s high-value B2B partners and internal CAP/CLIA-certified laboratory operations. Joining a cross-functional team across commercial sales, lab ops, and bioinformatics, this role owns enterprise partner retention, drives revenue expansion across Next-Generation Sequencing (NGS) and SaaS diagnostic platforms, and translates complex client requirements into executable lab workflows.

Accountabilities and Responsibilities

• Relationship Management & Retention (30%)
• Primary Account Presence: Serve as the single point of contact and primary account lead across all client interactions; maintain continuous presence in every client meeting.
• Weekly Stand-Up Leadership: Organize, attend, and lead weekly operational stand-up meetings with key account teams to track active projects, resolve emerging blockers, and align on deliverables.
• Proactive Account Health: Monitor client turnaround times (TAT), sample intake queues, and customer support tickets to resolve disputes before they impact account satisfaction.
• Quarterly Business Reviews (QBRs) & Financial Management (25%)
• QBR Execution: Prepare and lead monthly, quarterly, and annual Business Reviews (QBRs/YBRs) with client executives and procurement leads.
• Data-Driven Reporting: Compile and present detailed QBR metric packages covering volume trends, unit pricing structures, assay SLAs, turnaround times, and contract compliance.
• Invoice & Payment Integrity: Review client payment history, monitor Days Sales Outstanding (DSO), address billing discrepancies, and ensure accounts remain current on all invoices.
• Intake, Account Upgrades & Cross-Functional Collaboration (25%)
• Identify cross-selling and upselling opportunities within existing accounts across Gene by Gene's product lines (e.g., transitioning genealogy or standard consumer accounts into advanced clinical sequencing or SaaS interpretation).
• Maintain an accurate pipeline forecast within CRM tools (e.g., Salesforce), tracking deal progression, sample volumes, and contract renewals.
• Collaborate with sales leadership to develop custom account plans aligned with revenue targets.
• CRM Pipeline & Strategic Planning (20%)
• Pipeline Forecasting: Maintain real-time pipeline accuracy in CRM tools (e.g., Zoho, Salesforce), tracking deal progression, sample volume projections, and upcoming contract renewals.
• Account Strategy: Develop custom multi-year account plans aligned with company revenue growth targets.
• Market Feedback: Gather partner feedback and genomic industry trends to inform internal pricing models, assay capacity planning, and service offerings.

Position Requirements

• Lifecycle Account Ownership: Proven ability to manage high-touch B2B relationships from initial sales calls through onboarding, day-to-day operations, and executive reviews.
• QBR & Financial Acumen: Proficiency in analyzing account volume, pricing tiers, SLA data, and invoice/payment histories for executive QBR presentations.
• Technical Translation: Ability to translate lab capacities, NGS assay capabilities, and technical workflows into tailored commercial solutions.
• Cross-Functional Facilitation: Exceptional skill in leading inter-departmental meetings involving bioinformaticians, lab directors, 3PL/shipping leads, billing teams, and project managers.
• CRM & Platform Mastery: Proficiency in managing account pipelines and operational tracking within Zoho.
• Industry Experience: 4 to 6+ years in commercial life sciences, molecular diagnostics, biotechnology, or reference laboratory services.
• Domain Focus: At least 3+ years specifically focused on B2B account management, Next-Generation Sequencing (NGS), or clinical diagnostic sales.
• Track Record: Demonstrated success leading client stand-ups, conducting executive QBRs, negotiating contract renewals, and managing upselling initiatives with Project Managers.
• Required: Bachelor’s Degree in Life Sciences, Bioengineering, Business Administration, or related field.

Key Relationships / Stakeholders

• Internal: Laboratory Scientists & Directors, Bioinformatics Teams, Quality Assurance/Regulatory Compliance, Finance & Billing, Commercial Sales Leadership.
• External: Enterprise B2B Clients, Research Institutions, Healthcare & Clinical Providers, Procurement Leads, Third-Party Platform Partners.

Comprehensive Benefits

• Medical & Health Savings: Choice of 3 medical tiers generously sponsored by the company, with a monthly $50–$100 employer HSA contribution based on plan type and dependent level.
• 100% Covered Dental & Vision: No premium costs for employees or dependents.
• 401(k) Matching: Generous 50% company match up to 6% of annual base salary.
• Diverse PTO Framework: Structured time off incorporating vacation, sick leave, mental health days, personal days, company holidays, and a flexible floating holiday.
• Income Protection & Family Leave: Full company sponsorship of Short-Term and Long-Term Disability (STD/LTD) alongside Paid Family Leave offerings.