Project Manager

Discovery Life Sciences • Quincy, MA

3d • Hybrid

About The Position

The Project Manager, Biospecimens Customer Services role serves as a customer facing role which will focus on providing an exceptional customer experience to biopharma customers. The role is responsible for partnering with Business Development Directors (BDD) to cover a defined territory to meet quota. This role works as a liaison between the customer and the internal Operations teams to determine the feasibility of customer requests, as well as coordinate, process and fulfill customer orders. This role puts a heavy emphasis on building strong relationships with specific customer accounts, as well as providing a high quality of service level for those accounts, including custom projects.

Requirements

• Minimum 3 years in a customer-facing role responsible for managing the direct relationship.
• Experience working in the life sciences field is preferred.
• Understand and have demonstrated capabilities in building quality relationships and enjoy helping people.
• Excellent communication skills, customer relations and problem-solving capabilities.
• Self-starter who can work well independently on assigned tasks as well as being a contributor to team goals and initiatives.
• Strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
• Demonstrated ability to perform efficiently in a fast-paced, technical, low-acceptable error rate workplace.
• Applied experience in the use of Salesforce or NetSuite or other ERP/CRM systems is a plus.

Responsibilities

• Partner with Business Development Directors and customers to manage active accounts, respond to inquiries, develop quotes, and ensure orders and custom projects move smoothly.
• Serve as the primary liaison between customers and internal Operations teams, coordinate feasibility reviews, and delivery timelines while ensuring clear communication and accurate documentation.
• Track and manage customer projects and milestones, facilitating internal and external meetings, resolving issues, and ensuring timely, high-quality execution of customer requests.
• Build trusted relationships with key accounts by understanding their research goals, providing product and industry guidance.
• Maintain strong relationships with customers with the goal of becoming a trusted advisor and partner.
• Act as one of the primary points of contact, along with the Business Development Director (BDD), for day-to-day customer engagement.
• Develop a strong understanding of the customer’s business goals and challenges in order to effectively advocate and communicate customer’s needs to internal teams.
• Provide product knowledge and industry guidance on best practices to effectively leverage Discovery’s offerings/experience for the benefit of the customer.
• Provide a high level of quality service to customers through quick response times, escalating urgent issues internally in a timely manner, and going the extra mile to help fulfill key accounts’ needs.
• Create inventory reports, sales quotes, and close out purchase orders in CRM.
• Actively follow up on expiring quotes to ensure customers are receiving the product they need in a timely fashion.
• Communicate effectively with internal teams to accurately convey customers’ requests within the context of established workflows.
• Manage internal escalations to the appropriate team member(s) in order to proactively address them and ensure they are taken to resolution.
• Identify trends in orders to offer suggestions to improve the customer experience.
• Track and monitor key milestones and decision points to drive delivery of project objectives.
• Manage through influence all activities required to complete the project or task within a matrix organizational structure and ensure its timely completion, ensuring current policies and practices are followed, and accurate documentation is kept.
• Responsible for onboarding customers and initiating internal project set up call for all custom projects.
• Facilitate meetings, as needed, with both internal teams and the customers to drive cross-functional communication, timely and effective decision making, and successful execution of project objectives.
• Generate and ensure the quality of product inventory reports, and other customer facing reports as needed.
• Willing to take initiative beyond own responsibilities to help out fellow team members.

Benefits

• Competitive salary and benefits package options, including a free dental, vision package, life insurance, and disability coverage which start on your first day of employment.
• 401(k) match program which starts on your first day of employment.
• Time away from work (Generous vacation and paid time off, paid parental leave, paid family leave, etc.).
• Professional development opportunities and reimbursement for relevant certifications.
• Collaborative and inclusive work environment that values diversity.
• Team-building activities and social events.
• Employee Referral Program and Colleague Recognition Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed