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

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™ business model.

The Project Manager, Biospecimens Customer Services role serves as a customer‑facing position focused on delivering an exceptional customer experience to biopharma customers. The role partners with Business Development Directors (BDD) to cover a defined territory to meet quota, acts as a liaison between the customer and internal Operations teams to determine feasibility of requests, and coordinates, processes and fulfills customer orders.

It emphasizes building strong relationships with specific customer accounts and providing high‑quality service levels 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 and providing product and industry guidance.

• Minimum 3 years in a customer‑facing role responsible for managing the direct relationship; life sciences experience preferred.
• Demonstrated capability in building quality relationships and a desire to help people.
• Excellent communication, customer relations and problem‑solving skills.
• Self‑starter who can work well independently on assigned tasks and contribute to team goals and initiatives.
• Strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
• Ability to perform efficiently in a fast‑paced, technical, low‑acceptable error rate workplace.
• Applied experience with Salesforce, Net Suite or other ERP/CRM systems is a plus.

• Maintain strong relationships with customers to become a trusted advisor and partner.
• Act as one of the primary points of contact, along with the BDD, for day‑to‑day customer engagement.
• Develop a deep understanding of customers’ business goals and challenges to effectively advocate and communicate needs to internal teams.
• Provide product knowledge and industry guidance on best practices to leverage Discovery’s offerings for customer benefit.
• Provide a high level of quality service through quick response times, timely escalation of urgent issues, and going the extra mile to meet key account needs.
• Create inventory reports, sales quotes, and close out purchase orders in CRM.
• Actively follow up on expiring quotes to ensure customers receive the product they need on time.

• Communicate effectively with internal teams to accurately convey customers’ requests within established workflows.
• Manage internal escalations to the appropriate team member(s) to proactively address them and ensure resolution.
• Identify trends in orders to offer suggestions to improve the customer experience.

• Track and monitor key milestones and decision points to drive delivery of project objectives.
• Manage all activities required to complete the project or task within a matrix organization, ensuring timeliness, policy compliance and accurate…