Overview

Focus on managing and nurturing relationships with Global Strategic Accounts to drive accelerated growth through a transformed customer experience. Collaborate with the client service team to develop and implement processes and integration points that ensure exceptional service delivery. Guide customers from finalizing custom designs through to quotation and timely execution of manufacturing, even when exceptions to standard lead times are necessary to support critical biomanufacturing processes. In this role, you will play a pivotal part in driving the success of Repligen’s Fluid Management business, ensuring that our strategic accounts receive unparalleled service and support.

Responsibilities

Responsibilities:

• Partner with Strategic Account Managers, Commercial Leaders, and Repligen Sales Team to offer increased support for key accounts
• Collaborate with Product Management, Engineering, Quality, Logistics, and Supply Chain counterparts on behalf of key accounts
  • Work closely with planning and procurement to meet client OTD expectations
  • Collaborate with all internal stakeholders to support customer needs
• Build and maintain relationships with external clients
• Maintain necessary processes for delivery of outstanding service to all clients
• Create and present reports to clients that provide clear visibility into open orders and ensure timely delivery
• Manage Salesforce procedures including:
  • Facilitating customer signature of engineering drawings
  • Create sales quotations if needed
• Serve as a single point of contact for clients
• Engage with clients regarding ordering patterns and forecast submittals
• Support quarter-end revenue activities
• Position Repligen as a market differentiator through high-quality service

Key Attributes:

• Leadership and motivational skills
• Empathy and patience in dealing with clients
• Adaptability and ability to work under pressure
• Self-motivated and able to prioritize workload in a fast-paced environment
• Effective relationship building skills
• Cross Functional team collaboration skills
• Able to work independently with minimal supervision
• Highly organized and detail-oriented

Qualifications

• Bachelor’s degree in business administration, Management, or a related field
• 2-3 years’ experience in customer service leadership or client management
• Excellent written and verbal communication skills
• Strong problem-solving and conflict resolution abilities
• Ability to analyze data and generate actionable insights
• Proficiency in customer service software and tools (SAP, Salesforce, Tableau, etc.)
• Skilled in all Microsoft software (Outlook, Excel, etc.)