About Discovery Life Sciences:
Discovery Life Sciences (Discovery) is a leading provider of highly characterized human biospecimens and cellular starting materials to advance cell and gene therapy and precision medicine programs for cancer, infectious disease, and other complex conditions. We routinely manage hundreds of studies and expertly test thousands of biospecimens simultaneously. Leading biopharma, diagnostic and academic institutions trust us to quickly deliver high-quality biospecimens and reliable, reproducible biomarker data, so they can outpace their competition and push the leading edge of innovation using our Science at your Service TM business model.
Position Summary:
The Project Manager, Biospecimens Customer Services role serves as a customer facing role which will focus on providing an exceptional customer experience to biopharma customers. The role is responsible for partnering with Business Development Directors (BDD) to cover a defined territory to meet quota. This role works as a liaison between the customer and the internal Operations teams to determine the feasibility of customer requests, as well as coordinate, process and fulfill customer orders. This role puts a heavy emphasis on building strong relationships with specific customer accounts, as well as providing a high quality of service level for those accounts, including custom projects.
A Day in the Life of a Project Manager at Discovery Life Sciences:
- Partner with Business Development Directors and customers to manage active accounts, respond to inquiries, develop quotes, and ensure orders and custom projects move smoothly.
- Serve as the primary liaison between customers and internal Operations teams, coordinate feasibility reviews, and delivery timelines while ensuring clear communication and accurate documentation.
- Track and manage customer projects and milestones, facilitating internal and external meetings, resolving issues, and ensuring timely, high-quality execution of customer requests.
- Build trusted relationships with key accounts by understanding their research goals, providing product and industry guidance.
Must-Have Qualifications (Education, Skills, Experience):
- Minimum 3 years in a customer-facing role responsible for managing the direct relationship. Experience working in the life sciences field is preferred.
- Understand and have demonstrated capabilities in building quality relationships and enjoy helping people.
- Excellent communication skills, customer relations and problem-solving capabilities.
- Self-starter who can work well independently on assigned tasks as well as being a contributor to team goals and initiatives.
- Strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
- Demonstrated ability to perform efficiently in a fast-paced, technical, low-acceptable error rate workplace.
- Applied experience in the use of Salesforce or NetSuite or other ERP/CRM systems is a plus.
Key Responsibilities:
Customer Focus
- Maintain strong relationships with customers with the goal of becoming a trusted advisor and partner
- Act as one of the primary points of contact, along with the Business Development Director (BDD), for day-to-day customer engagement
- Develop a strong understanding of the customer’s business goals and challenges in order to effectively advocate and communicate customer’s needs to internal teams
- Provide product knowledge and industry guidance on best practices to effectively leverage Discovery’s offerings/experience for the benefit of the customer
- Provide a high level of quality service to customers through quick response times, escalating urgent issues internally in a timely manner, and going the extra mile to help fulfill key accounts’ needs
- Create inventory reports, sales quotes, and close out purchase orders in CRM
- Actively follow up on expiring quotes to ensure customers are receiving the product they need in a timely fashion
Internal Customer Advocate
- Communicate effectively with internal teams to accurately convey customers’ requests within the context of established workflows
- Manage internal escalations to the appropriate team member(s) in order to proactively address them and ensure they are taken to resolution
- Identify trends in orders to offer suggestions to improve the customer experience
Project Management
- Track and monitor key milestones and decision points to drive delivery of project objectives
- Manage through influence all activities required to complete the project or task within a matrix organizational structure and ensure its timely completion, ensuring current policies and practices are followed, and accurate documentation is kept
- Responsible for onboarding customers and initiating internal project set up call for all custom projects
- Facilitate meetings, as needed, with both internal teams and the customers to drive cross-functional communication, timely and effective decision making, and successful execution of project objectives
- Generate and ensure the quality of product inventory reports, and other customer facing reports as needed
Team Contributor
- Willing to take initiative beyond own responsibilities to help out fellow team members
Compensation and Benefits:
Discovery Life Sciences is committed to fair and equitable compensation practices, and we strive to provide employees with total compensation packages that are market competitive. Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter. The exact base pay offered for this role will depend on various factors, including the candidate's qualifications, skills, and experience.
Your annual salary is only one part of your total compensation package. Other benefits include:
- Competitive salary and benefits package options, including a free dental, vision package, life insurance, and disability coverage which start on your first day of employment.
- 401(k) match program which starts on your first day of employment.
- Time away from work (Generous vacation and paid time off, paid parental leave, paid family leave, etc.).
- Professional development opportunities and reimbursement for relevant certifications.
- Collaborative and inclusive work environment that values diversity.
- Team-building activities and social events.
- Employee Referral Program and Colleague Recognition Program.
Location and work hours:
- Hybrid – 3 days per week onsite in Huntsville (Tuesday – Thursday)
- Flexible work schedule, start time between 7am and 9am local time
We are actively seeking motivated, dedicated individuals like you to join our thriving organization. As a leader in our industry, we offer unparalleled opportunities for professional growth and success.The Discovery Life Sciences Talent Acquisition team proudly manages and represents all Discovery recruitment activities. We respectfully request that third party staffing agencies refrain from submitting candidates or soliciting meetings to discuss recruiting services.We are unable to sponsor or take over sponsorships of any applicant work visas at this time.Apply Now to join our team! Visit dls.com/careers for more details.
