Key Account Program Manager

Eurofins•Lancaster, PA

27d

About The Position

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organization services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organizations. The Group also has a rapidly developing presence in highly specialized and molecular clinical diagnostic testing and in-vitro diagnostic products. In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralized and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products. Key Responsibilities Client Relationship & Strategic Account Management Develop and execute strategic account development and program management plans aligned with client needs and company capabilities. Ensure customer expectations are known, understood and met across program service lines, escalating and deescalating accordingly. Monitor client satisfaction and lead initiatives to improve performance and service delivery. Provide strategic direction and guidance regarding use of Eurofins tools such as Lab Access, Online Ordering and LIMS to LIMS integration to streamline customer experience. Establish and manage expectations for work performed across Eurofins lab sites. Program Leadership & Coordination Oversee the delivery of complex, multi-site or multi-service programs, ensuring all scientific and operational milestones are achieved. Provide support, mentorship, and direction to the project management teams supporting program across service lines – ensuring continuity, harmonization of service and overall program performance- Represent project management in Business Review Meetings. Advocate for internal program stakeholders to ensure all are set up to meet customer expectations profitably. Foster internal collaboration of the key account program team by demonstrating cross functional flexibility, support, and knowledge to allow for consistent and harmonized support. Facilitate communication across internal laboratory, project management, business development, QA, and operational teams. Track program budgets, timelines, KPIs, and deliverables, ensuring adherence to service level agreements (SLAs). Operational Excellence & Issue Resolution Proactively identify risks, gaps, or challenges; lead problem-solving and corrective action initiatives. Ensure compliance with relevant regulatory, quality, and GMP standards within supported programs. Drive continuous improvement initiatives across the account and internal network and engage stakeholders on best practices. Project governance through alignment of metrics, utilization, client nuances, and offering creative solutions. Financial & Business Growth Responsibilities Support revenue forecasting, pricing models, and profitability analyses for key accounts. Identify opportunities for service expansion, new offerings, and long-term partnership growth. Collaborate with commercial and business development teams to prepare proposals and renewals. Support sales efforts by directing placement of work to appropriate sites and project managers to maximize profitability and customer experience. Support sales efforts by speaking to the operational and PM functions and expectations in sales meetings and Business Review Meetings. Assist PM qualifying new opportunities within an existing partnership service area. Maintain an active, working knowledge of both revenue objectives and the status of operations, to serve as a bridge between business development and project management and allow for seamless knowledge transfer regarding the larger key account focus. Serve as first line of communication and escalation and allow business development to focus on financial aspects of the business relationship. Analyze trends to forecast resource needs, anticipate client challenges, and recommend strategic adjustments.

Requirements

Bachelor’s degree in life sciences, biopharmaceutical sciences, chemistry, biology, engineering, or related discipline required
Minimum of 5 years of experience in the biopharma, CRO, CDMO, or laboratory services industry.
Proven success in project/program management supporting key accounts.
Strong understanding of drug development and analytical or manufacturing workflows.
Excellent communication, presentation, and relationship‑building skills.
Demonstrated ability to manage complex programs involving multiple stakeholders and sites.
Proficiency in project management methodologies and tools.
Strong financial acumen (budgeting, forecasting, cost management).
Ability to think strategically while executing operational plans.
Demonstrated ability to excel in ambiguous environments with shifting priorities and minimal guidance.
Client-focused mindset with a passion for delivering exceptional service.
High degree of accountability and ownership.
Strategic and proactive thinker with attention to detail.
Adaptable, collaborative, and solution‑oriented.

Nice To Haves

Experience working in GMP environment strongly preferred.

Responsibilities

Develop and execute strategic account development and program management plans aligned with client needs and company capabilities.
Ensure customer expectations are known, understood and met across program service lines, escalating and deescalating accordingly.
Monitor client satisfaction and lead initiatives to improve performance and service delivery.
Provide strategic direction and guidance regarding use of Eurofins tools such as Lab Access, Online Ordering and LIMS to LIMS integration to streamline customer experience.
Establish and manage expectations for work performed across Eurofins lab sites.
Oversee the delivery of complex, multi-site or multi-service programs, ensuring all scientific and operational milestones are achieved.
Provide support, mentorship, and direction to the project management teams supporting program across service lines – ensuring continuity, harmonization of service and overall program performance- Represent project management in Business Review Meetings.
Advocate for internal program stakeholders to ensure all are set up to meet customer expectations profitably.
Foster internal collaboration of the key account program team by demonstrating cross functional flexibility, support, and knowledge to allow for consistent and harmonized support.
Facilitate communication across internal laboratory, project management, business development, QA, and operational teams.
Track program budgets, timelines, KPIs, and deliverables, ensuring adherence to service level agreements (SLAs).
Proactively identify risks, gaps, or challenges; lead problem-solving and corrective action initiatives.
Ensure compliance with relevant regulatory, quality, and GMP standards within supported programs.
Drive continuous improvement initiatives across the account and internal network and engage stakeholders on best practices.
Project governance through alignment of metrics, utilization, client nuances, and offering creative solutions.
Support revenue forecasting, pricing models, and profitability analyses for key accounts.
Identify opportunities for service expansion, new offerings, and long-term partnership growth.
Collaborate with commercial and business development teams to prepare proposals and renewals.
Support sales efforts by directing placement of work to appropriate sites and project managers to maximize profitability and customer experience.
Support sales efforts by speaking to the operational and PM functions and expectations in sales meetings and Business Review Meetings.
Assist PM qualifying new opportunities within an existing partnership service area.
Maintain an active, working knowledge of both revenue objectives and the status of operations, to serve as a bridge between business development and project management and allow for seamless knowledge transfer regarding the larger key account focus.
Serve as first line of communication and escalation and allow business development to focus on financial aspects of the business relationship.
Analyze trends to forecast resource needs, anticipate client challenges, and recommend strategic adjustments.