Project Manager, Client Relationship Manager, Customer Success Mgr.​/ CSM

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™ business model.

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.

• 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.

• 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 Net Suite or other ERP/CRM systems is a plus.

• 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.

• 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…