Director of Client Services
About The Position
Step into a pivotal leadership role where client experience, operational excellence, and growth converge. As Director of Client Services, you will shape and lead the entire client journey—from onboarding through execution and long-term partnership—within a fast-paced, highly regulated pharmaceutical contract packaging environment. This role calls for a strategic leader who thrives on developing high-performing teams, navigating complex projects, and building trusted client relationships that drive retention and expansion. You’ll partner closely with Executive Leadership to deliver innovative packaging solutions that meet critical timelines, exceed customer expectations, and uphold the highest regulatory and quality standards. If you’re energized by leading people, solving challenges, and making a measurable impact on both clients and company performance, this is your opportunity to lead at the forefront of the industry.
Requirements
- Bachelor’s degree required. MBA or advanced degree in business or marketing preferred.
- 8+ years of progressive leadership experience in pharmaceutical contract packaging, CDMO, or related regulated manufacturing environment.
- Experience developing systems and workflows in a customer-oriented business that supports a growing company, required.
Responsibilities
- Develop and execute the Client Services strategy to support company growth, customer retention, and operational performance.
- Lead, mentor, and develop high-performing teams, including Project Onboarding, Project Managers (PMs), and Account Managers (AMs).
- Establish KPIs, performance standards, and scalable processes to ensure consistent, high-quality client delivery.
- Champion continuous improvement initiatives across the client journey, leveraging feedback, analytics, and industry best practices.
- Oversee the project onboarding function to ensure efficient, accurate, and compliant setup of new client programs.
- Ensure PMs are equipped to manage timelines, change controls, scope adjustments, and cross-functional communication throughout the project lifecycle.
- Remove barriers, escalate critical issues, and drive alignment between internal teams for successful project delivery.
- Serve as executive sponsor for key strategic accounts, ensuring proactive communication and strong partnership.
- Guide Account Managers in developing client strategies that increase satisfaction, optimize service levels, and identify opportunities for program expansion.
- Monitor client health metrics and lead initiatives to mitigate risk and address service gaps.
- Partner closely with Business Development to ensure smooth transitions from contract award to project initiation.
- Collaborate with Quality and Regulatory teams to guarantee compliance with cGMP, FDA, and client-specific requirements.
- Work with Operations and Supply Chain leadership to align client commitments with production capacity and resource planning.
- Develop and manage the Client Services budget, including resource planning and departmental performance.
- Support revenue forecasting, contract negotiations, and margin optimization through strong client and project oversight.
- Implement tools and systems that enhance project visibility, documentation, and communication.
- Ambassador and champion of the company culture, ethics, and values. Ensures all decision-making relating supports, sustains, drives and epitomizes our culture, ethics, and values.
- Responsible for adherence to all Company policies and procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
11-50 employees
