Commercial and Customer Support Manager

Merck•Rockville, MD

11h•Onsite

About The Position

This role is for a Commercial and Customer Support Manager to join a busy, fast-paced team. The manager will handle a wide range of standardized processes across the customer journey, dealing with both repetitive tasks and ad hoc requests to support business development and project managers. The position may involve direct customer interactions on a project basis, prioritizing and executing key activities like onboarding in a dynamic environment. The role offers variety and changing priorities while delivering high-quality support. Travel is expected to be 5%.

Requirements

Bachelor's Degree
1+ years of experience working in life science, pharmaceutical, or research environment

Nice To Haves

Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
Customer support experience
Project Management experience
Experience in Microsoft Applications, Smartsheet
Highly Motivated Self-starter
Strong Organizational skill set
Experience managing projects and holding stakeholders accountable for deliverables.
Ability to work independently and collaboratively as part of a team.
Self-motivated and assertive.

Responsibilities

Serve as the primary point of contact for customers during onboarding and key project phases, ensuring a smooth transition and positive experience.
Assist with managing contracts (including CDA/MSA) within business tools/software, ensuring all parties are notified of updates.
Review documentation to ensure all necessary approvals are received and archive information as needed.
Enter shipping requests, manage detailed reporting and data entry, and communicate with internal and external customers regarding shipment details and approvals.
Manage contracts, logistics, renewals, and inquiries related to Biorepository services.
Provide internal training on the customer submission system for both internal teams and customers.
Manage necessary documentation such as permits and signatures, and maintain records related to batch uploads and customer accounts for compliance and reporting.
Assist with order entry activities and resolving internal documentation discrepancies.
Act as the point person for making improvements to processes, such as organization for contacts, liaison between SFDC administrator and team for improved user experience, and liaising with internal team members to implement process improvements.
Engage with sales and project management teams as needed and have a solid understanding of processes to act as a backup.
Maintain content on the team drive and manage updates to the team.
Engage with various stakeholders to enable content utilization company-wide.
Assist with PowerPoint content development as needed.
Assist with planning and organizing team meetings, coordinating with sales, project managers, and external vendors.