PRIMARY PURPOSE: The Manager, Customer Accounts serves as the primary commercial and operational liaison for assigned customers, ensuring exceptional service delivery, sustained business growth, and seamless product lifecycle management. This role acts as the internal "Voice of the Customer," driving cross-functional alignment across Supply Chain, Manufacturing, Quality, and Finance to achieve best-in-class service levels. The position is responsible for strengthening customer relationships, optimizing account performance, and leading the transition of new products from Project Management into commercial operations. Additionally, this role provides leadership and development for Customer Account/Relationship Management team members.
MAJOR DUTIES AND RESPONSIBILITIES: - Customer Relationship & Account Management
- Serve as the primary point of contact for assigned customer accounts, building strong, trust-based relationships.
- Lead regular customer business reviews and operational meetings to align on forecasts, supply plans, and performance metrics.
- Proactively assess "customer health" and satisfaction, driving action plans to address gaps and enhance the overall experience.
- Communicate pricing updates, service changes, and strategic initiatives to customers in a clear and timely manner.
- Business Growth & Account Strategy
- Identify and drive opportunities to expand existing customer business within the CDMO portfolio.
- Partner with commercial and technical teams to support customer growth initiatives and long-term account strategies.
- Support successful onboarding and commercialization of new products, ensuring a smooth transition from Project Management to routine operations.
- Operational & Supply Chain Alignment
- Collaborate closely with Supply Chain Planning and Manufacturing to ensure production schedules align with customer demand and achieve OTIF (On-Time In-Full) targets (>90%).
- Manage customer forecasts, purchase orders, and order fulfillment activities within the ERP system.
- Oversee customer-supplied materials and inventory requirements to ensure continuity of supply.
- Participate in cross-functional forums to address production challenges, product changes, and scheduling risks.
- Financial & Commercial Coordination
- Partner with Finance to ensure accurate pricing, contract adherence, and timely resolution of accounts receivable issues.
- Monitor account performance metrics, including revenue, service levels, and profitability.
- Support contract execution and ensure alignment between commercial agreements and operational delivery.
- Process Excellence & Continuous Improvement
- Establish and implement customer service best practices, standard operating procedures, and performance metrics.
- Drive continuous improvement initiatives to enhance efficiency, responsiveness, and customer satisfaction.
- Align customer-facing processes with internal functions to streamline operations and reduce complexity.
- Team Leadership & Development
- Lead, coach, and develop Relationship Management Specialists and customer service team members.
- Foster a high-performance, customer-centric culture focused on accountability and collaboration.
- Provide guidance, training, and performance feedback to support individual and team growth.
- Customer Engagement & Escalation Management
- Coordinate and host customer site visits, audits, and business reviews.
- Lead issue resolution efforts, including escalations, service disruptions, and corrective action plans.
- Ensure effective communication of customer feedback internally to drive improvements across functions.
QUALIFICATIONS: Required:- Bachelor's degree in Business Administration, Supply Chain Management, or a related field (preferred).
- Minimum of 5+ years of experience in customer account management or customer service leadership within a CDMO or contract manufacturing environment.
- Demonstrated success in building and leading customer-focused teams and processes. Proven track record of Successful Customer Service Team Establishment in contract manufacturing environment.
- Knowledge of ERP systems (NetSuite preferred)
- Proficient with Microsoft Office suite.
- Effective verbal, written, and presentation skills.
- Experience in contract manufacturing or biopharma.
- Knowledge of FDA regulations and Lean manufacturing
- Proficiency in MS Excel
- Strong understanding of CDMO operations, including supply chain, manufacturing, and quality systems.
EDUCATION AND TRAINING- Bachelor's degree in Business Administration, Supply Chain Management, or a related field (preferred).
TECHNICAL SKILLS AND ABILITIES:- 5+ years of experience in Customer Service Managerial position, in contract manufacturing environment.
- Ability to communicate effectively with partners and colleagues.
- Proven track record of Successful Customer Service Team Establishment in contract manufacturing environment
- Knowledge of FDA regulations and Lean manufacturing
CRITICAL SKILLS AND ABILITIES:- Customer Focus & Relationship Building
- Strategic Thinking & Business Acumen
- Cross-Functional Leadership
- Problem Solving & Decision Making
- Communication & Influence
- Time Management & Prioritization
- Adaptability & Change Leadership
COMPUTER SKILLS:- Knowledge of ERP systems (NetSuite preferred)
- Microsoft Office products (Excel, Outlook, Project, Word, OneNote)
