Serve as the primary point of contact and trusted advisor for assigned accounts, building relationships with end users, plant operations, IT, and executive stakeholders.
Partner with Sales, Services, Product and Support to develop and maintain comprehensive account plans that map customer business goals, technical landscapes, key stakeholders, and expansion opportunities.
Develop success plans and ROI analysis to help drive product adoption, and alignment of our MES solutions with customers’ manufacturing objectives and processes.
Proactively identify and qualify expansion opportunities at existing sites – including additional lines, products, or modules – partnering with Sales teams to drive revenue growth.
Lead monthly check-ins and periodic business reviews with assigned accounts to highlight ROI, provide optimization insights, and ensure our continuous alignment with customer goals.
Monitor engagement and satisfaction to identify early attrition risks; lead “Get Well Plans” and cross-functional efforts (Product, Engineering, Support, Professional Services) to resolve friction.
Design and execute NPS surveys, Health Checks, and Customer Spotlights to understand customer needs, and advocate for these internally to influence product enhancements and roadmap decisions.
Act as the strategic lead for escalations; partner with Support to prioritize backlogs, provide guidance on high-impact tickets, and ensure timely, technical resolutions. Occasionally take lead on select tickets.
Collaborate with marketing on customer-facing webinars/events, and develop resources (FAQs, best practices, onboarding guides) to cultivate a community of power users and internal SMEs.
Partner with Support, Product Management, Engineering, Training, and Sales to resolve issues and share customer feedback.

Requirements

5+ years managing client relationships
Strong experience in FDA regulated Life Sciences, Biotech, and Pharma Manufacturing
Familiarity with digital manufacturing platforms (MES, ERP, LIMS, QMS, or similar), integrations, and infrastructure architectures
Strong interpersonal skills with the ability to build trust and influence without authority.
Excellent communication skills — both written and verbal — with the ability to adapt to technical and business audiences.
Proven problem-solver with strong organizational and multitasking abilities.
Comfort working with software tools including CRM systems, help desk platforms, and analytics dashboards.
Ability to translate customer needs into actionable insights for internal teams.
Customer-centric mindset with a passion for helping organizations succeed.
Bachelor’s degree in business, technology, or related field (or equivalent experience).

Benefits

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

account managementROI analysisNPS surveyscustomer success planningdigital manufacturing platformsMESERPLIMSQMSintegration architecture

Soft Skills

interpersonal skillscommunication skillsproblem-solvingorganizational skillsmultitaskingtrust buildinginfluence without authoritycustomer-centric mindsetadaptabilitycollaboration