QARA Global Strategic Account Manager

Danaher•Duncan, OK

19h•Onsite

About The Position

The QARA Global Strategic Account Manager is responsible for driving Quality initiatives within Global Strategic Account customers to provide positive impact to the Cytiva organization. This includes enabling Customer satisfaction through timely and right first-time responses, metrics, goals and timelines requirements, as communicated by Corporate. This position reports to the Sr Manager, QARA Global Strategic Accounts - Americas and is part of the Quality & Regulatory Affairs Multifunction General located in Cytiva Westborough, MA; Duncan, SC; Fajardo, PR and will be an on-site role.

Requirements

Bachelor’s degree or higher in Life Sciences, Quality, or a related technical discipline with experience in Quality or Regulatory functions within the biotech, pharmaceutical, or life‑sciences industry (5+ years of experience).
Proficiency with Quality Management Systems (QMS), including complaint‑handling platforms, metrics dashboards, and data/reporting tools, and experience preparing customer‑facing Quality reports.
Prior customer‑facing experience with fluent English (written/verbal) supporting Quality or technical roles within the life‑sciences industry.
Ability to support and collaborate with global teams and customers across multiple time zones, including adjusting working hours when necessary to accommodate meetings or critical business needs.
Ability to travel up to 25%, including overnight travel, to customer sites and Cytiva manufacturing locations as required.

Nice To Haves

Previous experience in using Salesforce for customer account management and tracking Quality‑related interactions.
Experience using Veeva or similar electronic Quality Management Systems (eQMS) for complaint handling.

Responsibilities

Maintain frequent touchpoints with customer leaders (calls/emails) to drive continuous Quality improvements, ensure timely responses, and escalate critical issues per GSAM standard work.
Collaborate closely with the Global Strategic Account Director (GSAD) to align Quality strategies with Commercial goals and maintain proactive communication.
Partner with all stakeholders in the complaint‑handling process, supporting manufacturing sites to ensure alignment between customer expectations and Cytiva’s responses.
Prepare and deliver Quality insights for customer business reviews (Quarterly/Bi‑Annual/Annual), using complaint trends to identify product and process improvement opportunities.
Review Quality business metrics and dashboards to ensure accuracy, compliance with corporate goals, understanding the customer satisfaction, and contribute proactively to the creation and execution of improvement action plans.