Senior Manager, Client Portfolio Management

Eurofins•Lancaster, PA

2d•Onsite

About The Position

The Senior Manager, Client Portfolio Management is responsible for leading the Client Portfolio Management (CPM), Project Services Coordinator (PSC), and Sample Management teams across Eurofins Medical Device Services (MDS). This role serves as a critical bridge between Business Development, Client Portfolio Management, and Laboratory Operations, ensuring seamless execution of client programs from opportunity conversion through project delivery. The Senior Manager provides leadership and governance across the client delivery ecosystem, driving operational excellence, client satisfaction, revenue growth, and scalability across multiple laboratory sites in the United States. The Senior Manager serves as the operational leader connecting the commercial organization and laboratory network, ensuring opportunities transition efficiently into successful delivery while maintaining a consistent and high-quality client experience across Medical Device Services. The ideal candidate is a strategic and operational leader who thrives in complex, cross-functional environments and can effectively align commercial teams, technical operations, and client-facing teams to deliver exceptional customer outcomes.

Requirements

Bachelor's degree in Business, Life Sciences, Engineering, Operations Management, or related discipline.
8-12+ years of experience in laboratory services, medical device, pharmaceutical, healthcare, or regulated industries.
10+ years of direct leadership experience managing client-facing and/or operational teams.
Demonstrated success leading cross-functional organizations in a multi-site environment.
Experience supporting commercial organizations and complex client programs.
Proven ability to align sales, client management, and operational delivery functions.
Strong operational, financial, and process improvement capabilities.
Ability to travel approximately 20%.
Ability to work on-site in Lancaster, Pennsylvania.

Nice To Haves

Experience within medical device testing, consulting, CRO, or laboratory services industries.
Experience with CRM, LIMS, ERP, PSA, and business intelligence platforms.
Experience leading project management, client services, sample management, or laboratory operations organizations.
Experience managing strategic client accounts and leading enterprise-level client relationships.

Responsibilities

Lead and develop the Client Portfolio Management (CPM), Project Services Coordinator (PSC), and Sample Management teams across Medical Device Services.
Establish organizational goals, KPIs, and performance expectations across all functions.
Coach, mentor, and develop future leaders within the organization.
Drive accountability, engagement, and continuous improvement.
Support workforce planning, hiring, training, and succession planning.
Promote a culture of client focus, operational excellence, collaboration, and ownership.
Lead teams across multiple laboratory sites while ensuring consistency in processes, performance, and client experience.
Partner closely with Sales, Business Development, Key Account Managers, and Client Portfolio Managers to ensure smooth transition from opportunity development to execution.
Support opportunity planning and account strategy discussions for key client programs.
Ensure successful onboarding and execution of newly awarded business.
Facilitate communication between client-facing teams and laboratory operations.
Remove barriers that impact project execution, customer satisfaction, or revenue realization.
Provide leadership oversight for strategic and high-value client portfolios.
Align commercial commitments with laboratory capabilities, capacity, and delivery expectations.
Support the development of integrated testing and consulting solutions that maximize value for clients and Eurofins.
Serve as the primary CPM for 1-2 strategic client portfolios.
Maintain direct engagement with clients through routine communications, program reviews, and issue resolution.
Coordinate delivery activities across commercial, consulting, laboratory, and operational teams.
Identify opportunities for account expansion and cross-functional solutions.
Apply insights gained from active client management to improve organizational processes, tools, training, and performance.
Model the behaviors, client engagement practices, and operational discipline expected across the CPM organization.
Establish governance and standards for portfolio management activities across MDS.
Drive consistency in client communication, project tracking, risk management, and account planning.
Monitor portfolio performance, forecasting accuracy, project execution, and customer satisfaction.
Support CPMs in identifying account expansion opportunities and cross-functional solutions.
Ensure alignment of portfolio activities with commercial growth objectives.
Develop reporting and operational review mechanisms that support visibility, accountability, and decision-making.
Oversee project setup, intake, documentation, and execution readiness processes.
Ensure effective coordination between CPMs, PSCs, Sample Management, and laboratory teams.
Improve project initiation efficiency and reduce administrative bottlenecks.
Drive standardization of project management tools, workflows, and reporting across MDS.
Monitor key project delivery metrics and ensure timely escalation of risks.
Ensure project support processes effectively enable laboratory operations and client delivery teams.
Provide leadership oversight for sample receipt, registration, chain-of-custody, storage, inventory management, shipping, and disposal processes.
Ensure compliance with applicable quality, regulatory, and operational requirements.
Drive efficiency, accuracy, and accountability throughout the sample lifecycle.
Establish performance metrics related to turnaround time, quality, inventory accuracy, and productivity.
Partner with laboratory leadership to ensure consistent sample management practices across sites.
Support continuous improvement initiatives focused on traceability, throughput, and operational excellence.
Collaborate with laboratory leadership to align capacity, resources, and project priorities.
Support effective workload balancing across the laboratory network.
Ensure client expectations are aligned with operational capabilities and timelines.
Facilitate cross-site coordination for multi-laboratory projects and programs.
Drive escalation and resolution of operational issues impacting client delivery.
Foster strong relationships with laboratory leaders to improve communication, planning, and execution across the MDS network.
Monitor revenue realization, forecasting accuracy, backlog health, utilization, project performance, and operational efficiency.
Support forecasting and capacity planning activities.
Drive initiatives that improve operational efficiency, resource utilization, and delivery performance.
Support scalable growth through capacity planning, process optimization, and effective resource allocation.
Ensure effective management of project financials, invoicing readiness, and revenue recognition support activities.
Identify opportunities for operational efficiencies and process improvements across the organization.
Establish standardized operating procedures and best practices across the organization.
Drive adoption and effective utilization of CRM, LIMS, PSA, and reporting tools.
Develop dashboards and KPIs to measure organizational performance.
Lead continuous improvement initiatives focused on quality, efficiency, scalability, and customer experience.
Foster a culture that embraces data-driven decision making.
Ensure operational processes can scale to support business growth across multiple laboratory sites and service lines.