Client Services Manager II

Position Summary

As a key ambassador for Swiss American CDMO (SA), the Client Services Manager II (CSM II) plays a pivotal role in fostering and maintaining strong client relationships. The CSM II is accountable for ensuring client satisfaction with SA's finished goods and services, acting as the primary point of contact throughout the entire client lifecycle. This role demands a proactive and collaborative approach, requiring the CSM II to proactively communicate project status, anticipated changes, and effectively guide clients through all phases of the finished goods production process.

• Process Management / Set-up of Client Account to the SA process to maximize commercialization success:
• Be the subject matter expert on the SA process. Provide necessary internal information re: company’s capability, capacity, technical information transfer, etc. for drug and medical device development.
• Be the internal client advocate — know client strategy and communicate effectively to enable internal SA people and process to deliver. CSM II must be able to help direct the working teams and resources, anticipate and mitigate potential delays, while never losing sight of the responsibility to SA to deliver on time and on budget.
• Capable of handling 5-8 clients, and 2-4 prospects and/or leads – with limited supervision/assistance. Timeline on managing quantity and complexity of client roster is earned post initial training and demonstration.
• Serve as the hub within SA to critical internal departments e.g., RID, Quality, Regulatory, Production, Shipping, Procurement, and other groups. Drive internal discussion and alignment on change management and when necessary, involve subject matter experts in client discussions.
• Be an active contributor to Swiss American Site Objectives and contribute to department’s role in the Quarterly Management Review, Forecasting, and other important client services deliverables.
• Maintain current project-related information in Company systems.
• Be able to effectively discern when to elevate concerns to Management.
• Other duties may be assigned.
• Customer engagement and Communications:
  • With limited supervision, the CSM II will maintain regular, frequent client interactions, based on demand; requires timely (no later than 24 hours following request or contact) and accurate response to all client correspondence.
  • Professional client communication always: written, verbal, video, in person as needed.
  • CSM II must know the client products. Product Management experience is critical here to know key product ingredients, claims, unique benefits, and points of differentiation from competitive brands. From a business perspective, CSM II must know the clients’ business drivers, financial implications, and channel strategies (particularly those that involve physicians (e.g., Dermatologist) or provider (e.g., Clinics)).
  • Ability to effectively present information and respond to questions from internal and external management, customers, clients, and cross-functional colleagues. Ability to draft client‑ready reports, presentations, and analysis.
  • Must be comfortable and confident in articulation of the Swiss American CDMO story. The history, points of differentiation and support to drive corresponding quotation/proposals or capabilities presentations.
  • Other duties may be assigned.
  • Utilize business insights and understanding of healthcare market, customer business drivers to optimize go‑to‑market strategy within the SA infrastructure:
    • Understand client’s business; healthcare market drivers of that business; product requirements; and potential adjacencies to anticipate and manage product demand needs.
    • Provide client‑oriented solutions with alignment across the organization to deliver on‑time completion of order.
    • Understand client product strategy and roadmap for growth in detail and be prepared with scenario‑building options that are specific to each customer and their industry/market. Understand potential client healthcare reimbursement models, channels, and potential areas of growth and risk.
    • Analyze and interpret reports for weekly and monthly reporting requirements of customer –…