Position Overview We are seeking an experienced Account Manager to manage and strengthen relationships with key customers within the pharmaceutical, healthcare, and life sciences industries.
The ideal candidate will have experience supporting pharmaceutical or life sciences customers and a strong understanding of the importance of cold-chain performance and temperature integrity. This individual will serve as a trusted partner to customers, helping ensure their cold-chain and temperature-integrity requirements are consistently met while coordinating internally to deliver a high level of service, responsiveness, and customer support.
This is a relationship-focused role, not a traditional sales position. Success will be measured by customer satisfaction, account retention, service performance, and the ability to build long-term customer partnerships.
Key Responsibilities Customer Relationship & Account Management - Build, develop, and maintain strong, long-term relationships with key pharmaceutical, healthcare, and life sciences customers.
- Serve as the primary point of contact for assigned accounts, ensuring customer needs, expectations, and business priorities are understood and addressed.
- Proactively engage customers to assess satisfaction, anticipate needs, identify potential challenges, and maintain a high level of service.
- Develop a deep understanding of each customer's organization, cold-chain requirements, temperature-integrity priorities, and business objectives.
- Coordinate regular account reviews and customer meetings to discuss service performance, open issues, upcoming needs, and opportunities for improvement.
- Act as the customer advocate internally, ensuring customer priorities and expectations are clearly communicated and addressed.
Account Retention & Continuous Improvement - Maintain and strengthen existing customer relationships to support long-term retention and customer loyalty.
- Identify opportunities to improve service quality, streamline processes, and enhance the overall customer experience.
- Work cross-functionally to develop and implement account improvement plans.
- Understand changing customer needs and communicate opportunities for additional support or solutions to the appropriate internal teams.
- Track key account performance indicators and provide regular updates to management.
- Identify recurring customer concerns and help drive sustainable improvements in service delivery.
- Maintain consistent follow-up and accountability on customer commitments, open items, and agreed-upon actions.
Qualifications & Experience - Minimum 5 years of relevant professional experience in account management, customer relationship management, life sciences, cold chain, supply chain, logistics, or a related field.
- Experience supporting pharmaceutical, healthcare, biotechnology, medical products, or life sciences within the freight forwarding or logistics industry is strongly preferred.
- Demonstrated experience managing and developing relationships with large, complex customer organizations.
- Experience working with multinational pharmaceutical or life sciences customers is highly desirable.
- Understanding of pharmaceutical cold-chain requirements, including temperature-sensitive products, temperature integrity, product protection, and quality expectations.
- Strong ability to coordinate across internal functions to ensure customer commitments and service expectations are met.
- Sales experience is not required. Candidates with strong account management, customer service, and within the pharmaceutical freight forwarding background are encouraged to apply.
Key Competencies - Relationship Building: Establishes trust and develops meaningful, long-term customer partnerships.
- Customer Focus: Understands customer needs and maintains a strong commitment to service quality and responsiveness.
- Cold-Chain Awareness: Understands the importance of temperature integrity and product protection within pharmaceutical and life sciences supply chains.
- Problem-Solving: Identifies customer challenges and works across the organization to drive timely, effective solutions.
- Communication & Collaboration: Communicates effectively with customers and internal stakeholders at all levels.
- Organization & Accountability: Manages multiple customer priorities, follows through on commitments, and maintains clear visibility into open items.
- Continuous Improvement: Proactively identifies service gaps and opportunities to improve customer experience.
Compensation/BenefitsWe foster a collaborative team environment that values innovation and encourages creative solutions to drive positive organizational impact. Our employees are the key to our success and help us stand out from our competitors. The final compensation offer may vary based on factors such as experience, education, skills, and location. We offer competitive pay, paid time off, and comprehensive benefits, including medical, dental, vision, life insurance, and a 401(k) plan.
