Key Account Manager

Our Purpose

Our mission is to build a healthier and more connected world with precision health and genealogy services. We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting-edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.

Our Values

All employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role. This is how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.

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, bi