Client Services Project Manager

Client Services Project Manager

The Client Services Project Manager plays a critical role in driving customer satisfaction, revenue realization, and operational excellence within a regulated life sciences environment. Reporting to the Sr. Director of Global Customer Success, this role serves as the primary owner of customer-driven custom development and cross-functional initiatives that directly impact delivery performance, profitability, and the overall customer experience. This position operates at the intersection of Sales, R&D, Operations, and Quality within an ISO 13485-certified facility.

The role is both tactical and strategic—responsible for executing projects with precision while also identifying systemic improvement opportunities and influencing cross-functional alignment. The Client Services Project Manager owns the end-to-end customer experience for assigned projects, exercises sound commercial judgment in evaluating requests and concessions, and makes recommendations based on opportunity value, feasibility, and long-term partnership strategy.

Project Ownership & Execution

Serve as the primary project owner for global customer-driven initiatives, including custom product development projects impacting revenue and strategic accounts. Develop and manage detailed project plans, timelines, milestones, and risk mitigation strategies. Lead cross-functional coordination across Commercial, Operations, R&D, Quality, and Supply Chain to ensure accurate and timely execution. Maintain comprehensive project documentation in alignment with ISO 13485 and internal quality requirements.

Ensure adherence to regulatory, quality, and change control processes throughout the project lifecycle.

Customer Experience & Commercial Decision-Making

Act as the primary customer-facing contact for assigned initiatives, providing proactive updates and managing expectations. Own the overall customer experience from project initiation through delivery. Evaluate customer requests, change orders, and exception scenarios using commercial judgment. Make recommendations on what to honor, modify, or decline based on revenue impact, strategic value, operational feasibility, and risk. Partner closely with Sales to align on opportunity value, customer priorities, and long-term relationship strategy.

Strategic Impact & Continuous Improvement

Identify systemic process gaps impacting delivery performance or customer satisfaction. Drive continuous improvement initiatives that enhance cross-functional execution, transparency, and responsiveness. Analyze customer feedback and project outcomes to recommend strategic improvements to processes, policies, or service models. Influence peers and stakeholders to adopt improved workflows and best practices. Escalate risks and constraints appropriately while proposing actionable solutions.

Cross-Functional Leadership (Influence Without Authority)

Facilitate structured project meetings and ensure accountability across functions. Drive alignment among teams with competing priorities. Influence decision-making through data, preparation, and commercial insight. Serve as a trusted internal partner across Commercial and Operations.

• Bachelor's degree in Business, Science, Engineering, or a related field (or equivalent experience)
• 3–5+ years of project management experience in a client-facing or cross-functional environment
• Experience in the life sciences, medical device, diagnostics, or regulated manufacturing industry strongly preferred
• Working knowledge of ISO 13485 quality systems and documentation requirements
• Demonstrated experience managing customer-facing projects involving Operations, R&D, and Commercial teams
• Strong commercial acumen and ability to evaluate trade-offs between customer satisfaction, operational feasibility and profitability
• Proven ability to manage complex timelines, multiple stakeholders and complete priorities
• PMP or other project management certification preferred
• Customer-centric mindset with strong relationship management capability
• Strategic thinking with tactical execution discipline
• Commercial judgement and decision-making capability
• Cross-functional influence and stakeholder alignment
• Structured problem solving and risk mitigation
• Clear and confident communication across all organizational levels
• High attention to detail within regulated environments

* All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. (USA Only)*