Job Type

Full-time

Description

This is a full time onsite role at the Bethlehem, PA facility.

Drive Innovation & Client Success!

Are you passionate about building strong customer relationships and delivering impactful solutions? As a Customer Experience Account Manager supporting our Custom Single Run (CSR) Business Unit, you'll serve as the primary connection between our customers and internal teams-ensuring seamless communication, technical alignment, and exceptional experience throughout each project lifecycle.

In this dynamic role, you will combine customer engagement, technical insight, and cross-functional collaboration to drive successful project execution while continuously enhancing the customer journey.

What You'll Do

• Own Customer Relationships: Act as the primary point of contact for CSR accounts, ensuring consistent communication and outstanding service.
• Deliver Solutions: Translate customer needs into actionable solutions by leveraging internal tools and collaborating with subject matter experts.
• Collaborate Cross-Functionally: Partner closely with Operations, Engineering, and Business Units to drive project success.
• Support Project Execution: Stay engaged throughout project lifecycles to ensure technical alignment, timelines, and deliverables are met.
• Participate in Key Milestones: Contribute to Factory Acceptance Testing (FAT), Site Acceptance Testing (SAT), and engineering runs.
• Enhance Market Intelligence: Track competitor activity and contribute ideas for sales and marketing materials.
• Engage Customers On-Site: Host customer visits, facilitate technical discussions, and showcase product capabilities.
• Report & Forecast: Provide regular updates on customer activity, forecasts, and performance insights.
• Continue Learning: Stay current through industry publications, professional networks, and development opportunities.
• Drive Improvement: Identify and contribute to Continuous Improvement (CI) initiatives across processes and systems.
• Train & Develop: Create training materials and collaborate with leaders to enhance team capabilities.
• Spot Opportunities: Proactively identify new business possibilities and follow through to execution.
• Travel as Needed: Support customers on-site and attend key business engagements (up to 50% travel).

What You Bring

• Bachelor's degree in Science or Engineering required
• 3-5 years of customer-facing or customer service experience (technical environment preferred)
• Strong communication skills with the ability to translate complex technical concepts clearly
• A proactive, solution-oriented mindset with strong attention to detail
• Excellent presentation, writing, and interpersonal skills
• Experience or exposure to biopharmaceutical manufacturing (preferred)
• Proficiency in Microsoft Office, ERP systems, and business tools
• Fluency in English (spoken and written)
• Familiarity with Continuous Improvement, Lean, or Six Sigma methodologies (a plus)
• Willingness to travel and thrive in a fast-paced, team-oriented environment

Why This Role Stands Out

This is more than account management-it's an opportunity to shape customer experience, influence cutting-edge projects, and make a measurable impact in a highly technical and growing industry. You'll be empowered to take ownership, collaborate with experts, and help drive innovation forward.