Account Manager

Account Manager

The Account Manager is an essential member of Belay Diagnostics' commercial organization, working in close partnership with and reporting directly to the Business Development Executive (BDE) assigned to each territory. While the BDE focuses on acquiring new hospital and health system accounts, the Account Manager is responsible for deepening and expanding Belay's presence within a defined set of strategically important, high-volume customers. The Account Manager serves as the primary day-to-day point of contact for these accounts, driving test volume growth by building strong, trust-based relationships with laboratory teams, clinical operations staff, and patient care teams within each institution.

The ideal candidate is a highly organized, relationship-driven professional with experience navigating complex hospital environments and a demonstrated ability to engage effectively across multiple internal stakeholders. This role demands someone who is comfortable operating at both the strategic and operational level capable of identifying growth opportunities within an account while simultaneously ensuring the workflows, processes, and integrations that support test utilization are functioning optimally. The Account Manager must be a collaborative and resourceful team player who can operate with ease in a dynamic, fast-paced startup environment and adapt fluidly as business priorities evolve.

Responsibilities

• Partner closely with the territory BDE to develop and execute account-level strategies that drive Belay test volume growth at high-priority hospital and health system customers
• Serve as the primary post-onboarding point of contact for strategically important accounts, owning the day-to-day relationship and ensuring a consistently exceptional customer experience
• Build and maintain strong working relationships with laboratory leadership, lab directors, pathologists, clinical laboratory scientists, and support staff at target accounts
• Collaborate with clinical care teams including nursing, case management, and neuro-oncology coordinators to ensure Belay testing is integrated into relevant care pathways and ordering workflows
• Identify and address barriers to test utilization by working cross-functionally with Belay's operations, lab, and market access teams to resolve issues quickly and effectively
• Monitor account-level testing trends and proactively develop action plans to address volume gaps, underutilization, or workflow inefficiencies
• Conduct regular business reviews with key stakeholders at priority accounts to communicate performance metrics, reinforce clinical value, and identify opportunities for growth
• Work closely with Belay's laboratory and operations teams to ensure specimen logistics, requisition processes, and result delivery are optimized for each account
• Support the BDE in transitioning newly onboarded accounts by executing the hand-off checklist and assuming ownership of the ongoing customer relationship
• Maintain accurate and complete documentation of all customer interactions, account intelligence, and action items in the Company's CRM platform
• Communicate relevant competitive intelligence, market dynamics, and customer feedback to the BDE and senior leadership on an ongoing basis
• Actively contribute to the continuous improvement of Belay's commercial and operational processes by surfacing insights gathered from customer interactions
• Represent Belay Diagnostics at relevant local and regional professional events, tumor boards, and institutional meetings as appropriate
• Operate with a high degree of responsiveness, urgency, and professionalism when addressing customer-facing issues or internal escalations
• Be responsive and nimble when dealing with the demands of both internal and external customers and partners
• Work products must be delivered in a timely and professional manner
• Candidates will need to demonstrate strong technical proficiency with standard business applications and CRM tools
• Must be adaptable, able to pivot based on business needs, and willing to operate in a highly dynamic startup environment
• Conduct business with internal partners and customers while maintaining the highest degree of ethical standards, adhere to Company values, and operate with integrity

Qualifications

• Bachelor's degree with 3+ years of experience in laboratory diagnostics, oncology, or clinic-adjacent role within a hospital setting (e.g. RN, Lab Tech, Clinical Coordinator)
• Relevant experience working within or selling into hospital laboratory, pathology, or clinical operations environments strongly preferred
• Familiarity with laboratory workflows, specimen handling processes, and the operational dynamics of hospital-based laboratory departments
• Experience interacting with laboratory personnel, including support staff and laboratory directors
• Strong interpersonal and communication skills with a proven ability to build credibility and trust with clinical, laboratory, and administrative personnel
• Ability to articulate the clinical and economic value of specialized laboratory testing to diverse audiences
• Familiarity with CRM platforms, Microsoft Excel, and standard business applications
• Demonstrated time management and organizational skills with the ability to manage multiple priorities simultaneously across a defined territory
• Must be willing to travel overnight

Knowledge, Skills, and Abilities

• Strong understanding of laboratory testing workflows, terminology, and clinical use cases in molecular diagnostics.
• Excellent written communication skills with the ability to craft persuasive, clinically grounded appeal letters.
• Advanced analytical skills to interpret denial rationales and payer policies.
• Comfortable working in a fast-paced, growth-stage environment with evolving processes and systems.
• Highly organized, detail-oriented, and able to manage multiple priorities and deadlines simultaneously.

Belay Diagnostics offers excellent health benefits (Medical, Dental, Vision, Life, and Long-Term Disability) and a 401(k) program. Belay is a team of dedicated and collaborative employees committed to improving healthcare.

Belay Diagnostics is proud to be an equal opportunity workplace. All aspects of employment decisions will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for our colleagues.