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Eurofins · 21 hours ago

Key Account Program Manager

Lancaster, PA, USA

Full-time

Onsite

Senior Level

5+ years exp

Eurofins Scientific is an international life sciences company providing analytical testing services. The Key Account Program Manager will develop and execute strategic account plans, oversee program delivery, and ensure client satisfaction while managing complex programs across multiple sites.

BiotechnologyGeneticsHealth CareLife SciencePharmaceutical

Responsibilities

Develop and execute strategic account development and program management plans aligned with client needs and company capabilities

Ensure customer expectations are known, understood and met across program service lines, escalating and deescalating accordingly

Monitor client satisfaction and lead initiatives to improve performance and service delivery

Provide strategic direction and guidance regarding use of Eurofins tools such as Lab Access, Online Ordering and LIMS to LIMS integration to streamline customer experience

Establish and manage expectations for work performed across Eurofins lab sites

Oversee the delivery of complex, multi-site or multi-service programs, ensuring all scientific and operational milestones are achieved

Provide support, mentorship, and direction to the project management teams supporting program across service lines – ensuring continuity, harmonization of service and overall program performance- Represent project management in Business Review Meetings

Advocate for internal program stakeholders to ensure all are set up to meet customer expectations profitably

Foster internal collaboration of the key account program team by demonstrating cross functional flexibility, support, and knowledge to allow for consistent and harmonized support

Facilitate communication across internal laboratory, project management, business development, QA, and operational teams

Track program budgets, timelines, KPIs, and deliverables, ensuring adherence to service level agreements (SLAs)

Proactively identify risks, gaps, or challenges; lead problem-solving and corrective action initiatives

Ensure compliance with relevant regulatory, quality, and GMP standards within supported programs

Drive continuous improvement initiatives across the account and internal network and engage stakeholders on best practices

Project governance through alignment of metrics, utilization, client nuances, and offering creative solutions

Support revenue forecasting, pricing models, and profitability analyses for key accounts

Identify opportunities for service expansion, new offerings, and long-term partnership growth

Collaborate with commercial and business development teams to prepare proposals and renewals

Support sales efforts by directing placement of work to appropriate sites and project managers to maximize profitability and customer experience

Support sales efforts by speaking to the operational and PM functions and expectations in sales meetings and Business Review Meetings

Assist PM qualifying new opportunities within an existing partnership service area

Maintain an active, working knowledge of both revenue objectives and the status of operations, to serve as a bridge between business development and project management and allow for seamless knowledge transfer regarding the larger key account focus

Serve as first line of communication and escalation and allow business development to focus on financial aspects of the business relationship

Analyze trends to forecast resource needs, anticipate client challenges, and recommend strategic adjustments

Qualification

Biopharma industry experienceGMP complianceProject managementFinancial acumenDrug development knowledgeCommunication skillsRelationship-buildingStrategic thinkingAdaptability