Strategic Account Representative Level 3

Langham Logistics•Phoenix, AZ

About The Position

The Strategic Account Representative – Level 3 manages the organization’s most complex, high-risk, and high-value GMP-regulated Life Sciences accounts, including pharmaceutical, biotech, and advanced therapy customers. The 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. It requires expert knowledge of GMP/GDP logistics, cross-functional leadership, and the ability to influence outcomes in highly regulated, fast-paced environments where service failures can create significant compliance and patient-impact risks. The role owns end-to-end relationships with high-profile GMP Life Sciences customers and serves as the primary escalation and governance contact. It leads cross-functional resolution of complex issues, supports regulatory and quality alignment, provides executive-level reporting, resolves claims and deviations, and identifies opportunities to strengthen customer partnerships and improve service.

Requirements

A minimum of 8–10+ years of customer service experience.
Advanced expertise in WMS, TMS, and ERP systems.
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.
Sound judgment, professionalism, and strong customer advocacy.

Nice To Haves

Bachelor’s degree in Business, Sales/Marketing, or a related field.
Experience with SAP / S/4HANA.

Responsibilities

Own end-to-end relationships for high-profile GMP Life Sciences customers and serve as the primary escalation and governance contact.
Advise customer leadership and align operational execution with regulatory and quality expectations.
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 with Warehouse Operations, Quality, Transportation, IT, and Leadership.
Influence service design, SLA development, and recovery strategies to meet GMP, GDP, and customer quality agreement requirements.
Drive systemic improvements to prevent repeat deviations and service failures.
Ensure 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 with Quality to ensure alignment with SOPs, quality agreements, and change control processes.
Lead high-impact Quarterly Business Reviews and performance discussions with customer leadership.
Translate operational, quality, and compliance data into clear, actionable insights.
Communicate service risks, trends, and improvement plans to internal and external executives.
Resolve complex claims, deviations, and systemic service issues with a focus on patient safety and regulatory compliance.
Educate customers on 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 them through appropriate quality channels.
Perform other related duties as assigned to meet the ongoing needs of the organization.