Commercial and Customer Support Manager

Job Number: 2152

External Description:

Your Role:

Come join a busy fast-paced team to manage a wide range of standardized processes across the customer journey. Work with both repetitive tasks and ad hoc requests, to support business development managers and project managers. The position may involve direct customer interactions on a project basis prioritizing and executing key activities, such as onboarding, in a dynamic environment. You will enjoy variety and changing priorities while delivering high-quality support.

Travel 5%

Key Responsibilities:

• Customer Engagement Management: Serve as the primary point of contact for customers during onboarding and key project phases, ensuring a smooth transition and positive experience.
• Contract management: Assist with managing contracts (including CDA/MSA) within the business tools / software. Ensure all parties are notified of updates. Review documentation to ensure all necessary approvals are received and archive information as needed.
• Logistics and Shipping Coordination: Enter shipping requests, manage detailed reporting and data entry, communicate with internal and external customers regarding shipment details and approvals.
• Management of Biorepository services: Manage contracts, logistics, renewals, and inquiries related to Biorepository services.
• Training and Support: Provide internal training on customer submission system for both internal teams and customers, ensuring effective use of tools and resources.
• Documentation and Compliance: Manage necessary documentation such as permits and signatures, and maintain records related to batch uploads and customer accounts for compliance and reporting. Assist with order entry activities and resolving internal documentation discrepancies.
• Continuous Improvement Projects: As needs arise, be the point person for making improvements.  This could include, but is not limited to, organization for contacts, liaison between SFDC administrator and team for improved user experience, liaising with various internal team members to implement process improvements, etc.
• Back-up for sales and project management team: Engage with teams as needed and have a solid understanding of the processes to act in the capacity as a backup if needed.
• Communications: Maintain content on the team drive and manage updates to the team. Engage with various stakeholders to enable content utilization company wide. Assist with PowerPoint content development as needed.
• Event Planning: Assist with planning and organizing team meetings as needed through the year. Work with sales, project managers, external vendors to coordinate internal or external meetings.

Who You Are:

Minimum Qualifications:

• Bachelor's Degree
• 1+ years of experience working in life science, pharmaceutical, or research environment

Preferred Qualifications:

• Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Customer support experience
• Project Management experience
• Experience in Microsoft Applications, Smartsheet
• Highly Motivated
• Self-starter
• Strong Organizational skill set
• Experience managing projects and holding stakeholders accountable for deliverables.
• Ability to work independently and collaboratively as part of a team. Self-motivated and assertive.

Base Pay Range for this position - $70,100-$105,200 per year 

Job Number: 300488

Community / Marketing Title: Commercial and Customer Support Manager

Location_formattedLocationLong: Burlington, Massachusetts US