Head of Account Management

More than one million people in the United States today are fighting blood cancer. While a traditional allogeneic stem cell transplant has been the best hope for many, the transplant itself can prove fatal or lead to serious conditions, such as graft vs. host disease. Orca Bio is a late-stage biotechnology company redefining the transplant process by developing next-generation cell therapies with the goal of providing significantly better survival rates with dramatically fewer risks. With our purified, high-precision investigational cell therapies we hope to not only replace patients' blood and immune systems with healthy ones, but also restore their lives.
The Head of Account Management for BMT (Bone Marrow Transplant), Cell Therapy at Orca Bio will lead a national team of Account Managers responsible for building strategic partnerships with leading transplant centers, academic hospitals, and commercial accounts. This senior leader will spearhead the establishment of a high touch / hyper care customer engagement account model designed to provide proactive and elevated support throughout onboarding, treatment initiation, and ongoing adoption to support the launch of Orca Bio’s precision cell therapy platform, with a primary focus on the company’s first asset, Orca-T. The role requires in-depth expertise in cell and gene therapy commercialization, hospital-based sales, and a proven track record of launching novel therapies in complex clinical settings.This role is critical to the commercial success of Orca Bio’s precision cell therapy platform and Orca-T, ensuring transformative partnerships and exceptional patient outcomes in the evolving landscape of cell and gene therapy.

Essential Duties & Key Responsibilities

• Leadership and Team Development
• Build, develop, and lead a high-performing team of Account Managers specializing in BMT and cell therapy, with a focus on precision cell therapy for hematologic malignancies.
• Provide ongoing coaching, training, and career development to ensure operational excellence and customer-centric execution.
• Foster a culture of accountability, innovation, and continuous improvement.
• Customer Engagement Account Model Implementation
• Design and implement a high-touch/ hyper care customer engagement account model tailored to the unique needs of centers adopting Orca-T, ensuring seamless onboarding, rapid issue resolution, and proactive support during critical therapy delivery and follow-up phases resulting in an exceptional customer experience.
• Establish clear criteria for customer engagement, including therapy initiation, high-risk patient cohorts, and operational complexity.
• Oversee the deployment of dedicated resources for real-time communication, escalation management, and hands-on training for clinical teams.
• Monitor and report on key metrics (e.g., time to therapy, patient outcomes, customer satisfaction) to drive continuous improvement in the high-touch / hyper care customer engagement program.
• Account Strategy & Execution
• Design and implement a high touch/ hyper care customer engagement account model tailored to the unique needs of centers adopting Orca-T, ensuring seamless onboarding, rapid issue resolution, and proactive support during critical therapy delivery and follow-up phases.
• Establish clear criteria for high touch / hyper care customer engagement, including therapy initiation, high-risk patient cohorts, and operational complexity.
• Oversee the deployment of dedicated resources for real-time communication, escalation management, and hands-on training for clinical teams.
• Monitor and report on key metrics (e.g., time to therapy, patient outcomes, customer satisfaction) to drive continuous improvement in the customer engagement program.
• Cross-Functional Collaboration
• Collaborate closely with Commercial, Marketing, Market Access, Medical Affairs, Clinical Operations, and Manufacturing to ensure alignment and seamless execution of key initiatives and tactics.
• Serve as the “voice of the client” internally, influencing product development, operational enhancements, and strategic direction for Orca Bio’s precision cell therapy portfolio.
• Financial & Operational Management
• Develop and manage departmental budgets in alignment with Orca Bio’s commercial objectives.
• Track, analyze, and report on KPIs, account performance, and field force effectiveness to inform data-driven decision making.
• Lead quarterly business reviews and joint operating committees with key accounts to drive mutual success and identify opportunities for expansion.
• Compliance & In