Strategic Account Representative III
About The Position
The Strategic Account Representative – Level 3 is responsible for managing the organization’s most complex, high-risk, and high-value GMP-regulated Life Sciences accounts, including pharmaceutical, biotech, and advanced therapy customers. This role serves as a senior customer-facing leader and trusted advisor, ensuring service delivery meets regulatory, quality, and patient-safety expectations while balancing operational realities and commercial objectives. This position requires expert-level knowledge of GMP/GDP logistics, strong cross-functional leadership, and the ability to influence outcomes in highly regulated, fast-paced environments where service failures carry significant compliance and patient impact risk.
Requirements
- Advanced expertise in WMS, TMS, and ERP systems (SAP / S/4HANA preferred)
- Deep understanding of regulated Life Sciences logistics and warehouse environments
- Strong working knowledge of GMP, GDP, quality systems and audit readiness
- Exceptional communication, influence and executive presence
- Proven ability to manage ambiguity, risk, and high-stakes customer scenarios
- Recognized for sound judgment, professionalism, and strong customer advocacy
- A minimum of 8-10+ years of customer service
Nice To Haves
- Bachelor’s degree in Business, Sales/Marketing or related field is preferred
Responsibilities
- Own end-to-end relationships for high-profile GMP Life Sciences customers, serving as the primary escalation and governance contact.
- Act as a trusted advisor to customer leadership, aligning operational execution with regulatory and quality expectations.
- Proactively identify risks to product integrity, chain-of-custody, temperature control, and regulatory compliance, and drive mitigation strategies.
- Support customer retention through proactive service management and continuous improvement.
- Lead cross-functional resolution of non-routine, escalated, or compliance-driven issues, partnering with Warehouse Operations, Quality, Transportation, IT, and Leadership.
- Influence service design, SLA development, and recovery strategies to ensure compliance with GMP, GDP, and customer quality agreements.
- Drive systemic improvements to prevent repeat deviations and service failures.
- Demonstrate advanced knowledge of GMP/GDP warehousing and distribution requirements, including documentation, validation, and audit standards.
- Ensure strict adherence to chain-of-custody, temperature excursion management, and controlled substance handling, where applicable.
- Serve as a subject matter expert during customer audits, regulatory inspections, investigations, and CAPA development.
- Partner closely with Quality to ensure alignment with SOPs, quality agreements, and change control processes.
- Lead high-impact Quarterly Business Reviews (QBRs) and performance discussions with customer leadership.
- Translate complex operational, quality, and compliance data into clear, actionable insights.
- Confidently communicate service risks, trends, and improvement plans to both internal and external executives.
- Resolve complex claims, deviations, and systemic service issues with a focus on patient safety and regulatory compliance.
- Educate customers on advanced system capabilities, validated processes, and scalable GMP-compliant solutions.
- Identify opportunities to deepen partnerships through enhanced service models, operational efficiencies, and compliance-driven value creation.
- Identify potential compliance risks and escalate appropriately through quality channels.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
