Customer Experience Manager (Laboratory Services)

External applicants•Bloomfield, CT

1d•Onsite

About The Position

Millstone Medical Outsourcing is a leading provider of customized outsourcing solutions to the medical device industry. Millstone delivers expert post-manufacturing and aftermarket services for medical device manufacturers that foster quality, compliance, and business success. Millstone specializes in packaging, testing, and logistics services all with an unparalleled focus on quality. Job Summary Millstone Medical Outsourcing is seeking a Customer Experience Manager to serve as the primary point of contact for our laboratory services clients. As an individual contributor, this role is responsible for owning the client relationship, ensuring successful onboarding, laboratory output aligns with customer expectations and Millstone’s quality standard. The Customer Experience Manager will lead the cross-functional execution between laboratory operations, quality and sales. The Customer Experience Manager will serve as the voice of the customer conducting regular check-ins with lab-ops to ensure high priority samples are moving through the operations and proactively alert customer to any challenges. This is not a transactional customer service role. This position requires a proactive, highly organized professional who can manage multiple client programs simultaneously, anticipate risks, drive solutions in a fast-paced, regulated environment, and have regular dialogue on forecast and growth opportunities, liaising with the Millstone sales team where appropriate. This role offers the opportunity to: · Play a critical role in client retention and growth · Partner directly with operations and commercial leadership · Work in a dynamic, regulated environment supporting the life sciences industry · Make a measurable impact on customer experience and operational success The ideal candidate brings experience in client management, project coordination or account management, preferably within a life sciences, laboratory or regulated industry setting.

Requirements

Bachelor’s degree required
Minimum of 3-5 years’ experience in: Client success, account management, project management, or program coordination
Proven ability to manage multiple priorities in a fast-paced environment
Strong organizational, communication and problem-solving skills
Client relationship ownership (not transactional support)
Cross-functional leadership and coordination
Project management across multiple workflows
Proactive communication and issue resolution
Commercial awareness and business partnership mindset

Nice To Haves

5-8 years’ experience in life sciences, laboratory services, medical device pharmaceutical, or other regulated industry
Experience managing client-facing projects or onboarding programs
Exposure to cross-functional environments (operations, quality, sales)
Demonstrated ability to manage client relationships tied to revenue or service delivery
Preferred educational and / or work experience with Project Management, Platform Management, Business Management and Administration, Life Sciences, Laboratory management, or equivalent