Account Manager I, Broad Genomics

The Broad Institute's Genomics Platform seeks a collaborative, versatile account manager. Working in an exciting and fast-paced environment, the Account Manager will support a portfolio of academic, commercial, and collaborative projects. The Account Manager will manage and grow relationships with customers/collaborators, developing a deep understanding of customer needs, ensuring customer satisfaction, securing customer retention, and driving business alignment and growth. This exceptional opportunity offers the chance to work at the forefront of new sequencing technologies and applications. Responsibilities include managing all customer-facing aspects of platform services, from project scoping, contracting, and onboarding to ensuring that services are delivered on time and within budget. The ideal candidate will hold a foundational understanding of sequencing technologies and applications and will be systems-savvy, detail oriented, and able to work independently to anticipate the needs of the project and stakeholders. The Account Manager will join a team engaging with customers within and external to the organization to explore and facilitate projects across a growing suite of genomics services. The complexity of tasks performed is expected to grow as the individual becomes more familiar with our technologies and processes and their customer and project portfolio. OVERALL RESPONSIBILITIES: Manages a portfolio of sequencing customers and projects for the Genomics Platform, from project scoping, contracting, and onboarding to ensuring that quotes, kits, and data delivery are provided in a timely manner. Works independently to anticipate needs of the project and stakeholders and communicates project progress to customers and leadership as needed. Contributes to process optimization and best practices and development of account management resources. Develops and maintains a strong understanding of genomics services and portfolio; seeks portfolio growth opportunities. CHARACTERISTIC DUTIES Serves as the primary relationship manager for assigned organizations and collaborators using the Broad's genomic services; cultivates relationship with customers and ensures customer satisfaction Responds quickly to incoming business inquiries, introducing services, understanding customers' goals, scoping and communicating project/program requirements, and engaging with internal teams to address non-standard needs Facilitates customer/project onboarding, including coordination of project contracting, and monitors projects throughout lifecycle, proactively anticipating, identifying and mitigating potential issues; manages agreed upon reporting activities Ensures that projects and activities adhere to institutional guidelines with regards to safety and regulatory compliance Ensures business leads and activities are actively captured in Customer Relationship Management system; provides up-to-date forecasting to operational and financial teams Tracks key metrics, generates account reports, and collects and analyzes feedback. Liaises with internal teams to address longer term collaborator needs and to inform planning and process improvements Develops and maintains a strong understanding of genomics services and customer needs; seeks portfolio growth opportunities. EXPERIENCE/REQUIREMENTS BS with 5 years of related experience OR Master's with 2 years of related experience OR PhD with 0-2 years of related experience; familiarity with sequencing technologies and applications a plus The Genomics Platform is located in Burlington, MA. The ability to travel to this location and, as needed, the Cambridge-based Broad Institute sites, 3 days per week is required. Demonstrated ability to work with interdisciplinary teams to effectively manage and deliver on program goals Ability to adapt plans and priorities to rapidly shifting goals Able to handle a variety of tasks and effectively solve problems as they arise A high level of initiative and the ability to work independently, as well as in a team environment Highly detail oriented Knowledge of alliance and project management techniques and tools Excellent communication skills; the ability to effectively communicate information and influence others Excellent time management, interpersonal, and organizational skills