Account Manager, Bioservices

GENERAL SUMMARY

The primary responsibility of the Client Account Manager is to serve as the primary point of contact for assigned clients within the Bioservices Division, working on-site to ensure smooth onboarding, ongoing account management, and end-to-end customer success throughout the life of each project.

Reporting to the Chief Operating Officer, this role is responsible for managing client relationships – onboarding new accounts, facilitating communication between clients and internal lab and scientific teams, coordinating the ordering of materials needed to support upcoming and active projects, and ensuring clients receive a consistently positive experience throughout our CDMO and Bioservices Division offerings. This role does not include outside sales, lead generation, or market research responsibilities.

• Serve as the primary day-to-day point of contact for assigned client accounts following contract execution, ensuring a smooth handoff from sales to production and project teams
• Lead the onboarding process for new clients, coordinating internal kickoff activities and setting clear expectations for timelines, deliverables, and communication
• Facilitate regular, proactive communication between clients and the lab/scientific teams to relay project status updates, milestones, and any changes in project needs
• Coordinate the ordering of materials, reagents, and supplies needed to support upcoming and active client projects, working closely with lab and procurement teams to avoid delays
• Manage internal account administration, including maintaining accurate and current client records, notes, and project details within Hub Spot, or other CRM systems
• Proactively identify and resolve client questions, concerns, or service issues, escalating to management when appropriate
• Partner with lab, quality, and regulatory teams to help ensure client deliverables and project timelines are met
• Provide end-to-end customer success support, guiding clients from onboarding through project completion and repeat business
• Prepare and communicate periodic project status updates and account summaries to clients and internal stakeholders
• Flag account growth or expansion opportunities and route them to the Business Development team as appropriate
• Other tasks as directed by management

• 3-5 years of experience in account management, client services, or customer success within a life sciences, biotech, or CDMO company required
• Base-level understanding of mammalian cell culture, cell line development, or related bioprocessing concepts sufficient to liaise between clients and lab teams on detailed, technical project needs
• Previous experience with Salesforce, Hub Spot, or a similar CRM system required
• Prior sales or account management experience with a life sciences company helpful; a formal scientific degree is not required
• Strong organizational skills with the ability to manage multiple client accounts and projects simultaneously
• Excellent verbal and written communication skills, with the ability to clearly relay project status and needs between clients and internal teams
• Detail-oriented, with strong follow-through on client commitments, order coordination, and documentation
• Ability to work collaboratively across departments, including lab, production, quality, and regulatory
• Bachelor’s degree preferred in a scientific or business-related field
• Must reside in Minnesota or be willing to relocate