Position: Sr. Client Success SpecialistLocation: Marlborough, MA
About the Opportunity: Meadowhawk Biolabs is seeking an enthusiastic and highly motivated Senior Client Success Specialist to work within the Client Success Services Team at our Marlborough, MA site. The ideal candidate is creative, hardworking, results focused, driven and has extensive prior experience in Client Success Services. Rooted in our company's core client-centric values-exceptional service and experience, ease of doing business, speed and flexibility, and fostering long-term, trust-based relationships, this role plays a key part in the overall client journey.
We are a Contract Research Organization (CRO) founded by an experienced team of industry veterans over 4 years ago. This Senior Client Success position offers unique growth opportunities for the successful candidate to contribute meaningfully to the creation and development of our services, expand their knowledge base by participation in multidisciplinary teams, and advance their career in capabilities and responsibilities.
Key Roles and Responsibilities:1.Initial Client Engagement- Partner with CSS Associate Director & Business Development team during early client interactions, including CRM record management and ensuring the timely execution status of confidentiality agreements (CDA) and master service agreements (MSA) and their subsequent renewals upon term expirations
- Ensure timely and accurate data entry and updates in the CRM system for all activities as appropriate.
- Collaborate with CSS Associate Director, Business Development and Scientific teams to develop precise and timely proposals and study quotes.
- Align proposals/quotes with client expectations, project timelines, and contract terms.
- Coordinate with internal stakeholders (CSS AD, IT, Service Lines, Finance) to ensure prompt responses to client RFIs/RFPs.
2. In-Process Support- Work with the Service Lines to document scope-of-work (SOW) changes that impact project costs and may require change orders & ensure client communication.
- Work closely with CSS AD, Finance and Business Development to resolve invoice-related issues, including POs, signed contracts, and amendments.
- Address client's concerns during business transaction proactively and maintain open, transparent communication throughout project execution.
3. Process Improvement & Operational Efficiency- Support CSS AD with Zoho CRM/ERP specialists to ensure optimal platform utilization, data integrity, and accurate analytics reporting.
- Support CSS AD with development and implementation of standardized processes, using automation where possible, for client engagement to ensure consistency and efficiency.
- Utilize CRM/ERP data analytics to track key performance metrics and identify opportunities for business operational enhancements.
- Work cross-functionally with scientific, operations, finance, and IT teams to streamline workflows and enhance the client experience.
4. Client Relationship Management- Gain a deep understanding of the client journey, from initial engagement through contract execution, study management, invoicing, and feedback collection.
- Work alongside CSS AD & Business Development to foster strong, long-term client relationships that encourage repeat business and client loyalty.
Qualifications & Skills- Bachelor's degree in business, Life Sciences, or a related field; advanced degree preferred.
- 5+ years of experience in client services, project management, or business development within a CRO, biotech, or pharmaceutical environment.
- Strong understanding of contract management, budgeting, and proposal development.
- Experience with CRM and ERP systems (Zoho preferred) and data analytics.
- Excellent communication, organizational, and problem-solving skills.
- Ability to manage multiple projects in a fast-paced, deadline-driven environment.
- A client-focused mindset with a commitment to delivering exceptional service.
- Ability to work within a hybrid environment of in-office days as needed and home days.
Compensation: The target base salary for this position is between $77,000 - $100,000 per year. The specific rate for this position may vary and will be based upon factors including, but not limited to, the individual's experience, education, and skills. In addition to wages, Meadowhawk Biolabs provides a full benefits package upon hire date.
