Summary

We are seeking an exceptional manager located in the Indianapolis, IN area to join our team and manage strategic accounts, drive process improvement across the organization to ensure the company can successfully scale with continued growth, manage key customer initiatives such as transportation opportunities (international and air freight), proactively address customer issues, accurate billing, weekly performance and value-add reporting. This position will own the client once the Integration team has successfully completed the onboarding. The successful candidate will work cross functionally with the onboarding, operations and leadership teams to ensure Langham is delivering a value-add high touch customer experience and retaining our top clients.

Performance Evaluation

Performance will be evaluated based on meeting the requirements of the job description, including:

• Owning and managing the relationship with strategic accounts
• Helping provide the highest level of customer experience to our top customers through an integrated approach with internal and external stakeholders
• Customer retention and execution on the strategy for each account
• Having a deep understanding of each customer contract

• Accurate weekly and monthly invoicing including capturing all scope change from onboarding through the life of the contract
• Weekly KPI performance report outs to clients based on the contract

• Helping drive existing customer growth plans

Critical skills, knowledge, and behaviors

Demonstrated success in working cross-functionally with all departments to deliver solutions. Ability to influence senior decision makers to drive needed change within our customers. Experience with pharmaceutical manufacturers, technical expertise in cGMP operations, and regulatory knowledge are preferred. Success in attracting, retaining, and developing team members to support a growing organization is also preferred.

Experience and Education

The successful candidate should have:

• A minimum of 10 years of managing a team and successfully driving organic growth and strong track record of customer retention.
• Bachelor's degree is preferred

Additional Job Requirements

Job requirements include:

• Analyzing and driving action on customer data, market trends and customer feedback
• Travel as needed.
• Ability to pivot in a fast-paced growth environment.

Work environment

Work is performed at Langham headquarters located in Indianapolis, our other warehouse locations and onsite client visits.