Scientific Key Account Manager

Scientific Key Account Manager Req ID #:  119152 Location: 

Charleston, SC, US, 29407 Raleigh, NC, US, 27610 For 70 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

IMPORTANT:   In order to be considered for this position, a resume/CV must be uploaded and submitted during the application process.  Please make sure work history and education are added correctly.    Job Summary We are seeking a Scientific Key Account Manager for our Microbial Solutions site located in Charleston, SC.  

Responsible for the Technical Management of Key Accounts for global Microbial Customer Care groups.  Management of these key accounts will involve direct customer interaction and responsibilities such as providing technical support to customers including all aspects of product offerings. Assist customers regarding reagent questions, software questions, testing issues, training needs, and complaints. Technical knowledge is imperative  along with the ability to  engage with different types of customers. Responsible for building strong relationships to enhance the customer journey and ensuring excellent customer satisfaction. Long Description The following are the responsibilities related to the Scientific Key Account Manager:

Customer Support

•    Primary technical interface with key customers with sole responsibility for customer satisfaction for their accounts; acting as the advocate for the customer to resolve any areas of discontent with the product lines.

•    Strong customer relationship, interpersonal and communication skills.   

•    A customer experience expert using problem solving skills to ensure customer satisfaction. Will also engage in any upselling as well as identification of opportunities.

•    Communicate with customers providing support for testing related questions and resolution of issues for the appropriate product line, 

•    Assist customers regarding reagent questions, software/instrument questions and testing issues or complaints. Summarize customer interactions, present findings,  and correspond with management in Customer Care as well as Sales to ensure customer satisfaction.

•    Ensure escalation of unresolved issues to senior Management as required 

•    Report and recording customer complaints to the appropriate quality assurance and manufacturing groups.  Providing assistance with the investigation, any required testing, and organization of meetings to  communicate status and resolution to customer.

•    Assist with organizing and providing all aspects of Brand related training to customers, Technical staff, Field/Depot Instrument Operations, Customer Service and Distributors.

•    Ensure harmonization of technical training practices.

•    Maintain training records in compliance with company requirements. 

•    Maintain current understanding of emerging technologies and competitive products in key market segments. 

•    Remain up to date on all regulations associated with endotoxin testing and related areas 

•    Present topics at internal and external workshops and seminars.

•    Build relationships with key customers making sure customer satisfaction is of utmost importance.

•    Participation in customer global meetings taking ownership as a lead in the meeting activity.

•    Responsible for proficiency in all SOPs in areas of responsibility.

•    Capture customer information via related SOP’s, email, salesforce, service max as appropriate.

•    Ensure adherence to pertinent regulatory requirements (cGMP, FDA, ISO) and to departmental policies, practices and procedures (SOPs, safety procedures and biosafety protocols).

•    Track and trend appropriate sales information for key accounts and report on those trends monthly.

•    Perform monthly health checks on key accounts via phone, email, surveys etc. to ensure we are meeting customer expectations. Take immediate and appropriate action where needed.

•    Partner with Customer Care team to implement continuous improvement methods to enhance area operations, efficiency and service to both internal and external customers.

•    Assistance with Service Cloud Tier 3 and above correspondence with non-key accounts.

•    Work with manager to communicate Business Unit product and services updates to sales team in a timely manner.

•    Perform other related duties as assigned. Job Qualifications The following are the minimum qualifications related to the Scientific Key Account Manager: 

•    Education:  Bachelors degree in chemistry, biology, molecular biology, or related discipline.

•    Experience: 8 to 10 years experience required, inclusive of at least 5 years endotoxin related experience. A combination of technical support and direct customer support, sales or service preferred. 

•    Certification/Licensure: None

•    Other: Advanced computer and math literacy required.  Experience with Sales force and Power BI software platforms preferred.  

IMPORTANT: A resume is required to be considered for this position. If you have not uploaded your resume in your candidate profile, please return to upload field and attach your resume/CV. 

About Microbial Solutions

Our Microbial Solutions business group has a comprehensive portfolio of endotoxin testing, microbial detection and microbial identification products and services is unlike any other, and has been purposefully designed to meet the complex and ever-changing needs of the industry. We help clients to ensure product safety and quality with easy-to-use yet robust testing solutions that satisfy regulatory requirements, support critical decision making and improve operational efficiencies.

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 17,000 employees within 90 facilities in 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. And in 2019, revenue increased to $2.62 billion.

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of ~85% of the drugs approved by the FDA in 2019.

Equal Employment Opportunity

Charles River Laboratories is an Equal Opportunity Employer - M/F/Disabled/Vet.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to crrecruitment_US@crl.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

For more information, please visit www.criver.com.

Nearest Major Market: Charleston South Carolina

Nearest Secondary Market: South Carolina

Job Segment: Chemistry, Biotech, Scientific, Pharmaceutical, Science, Engineering, Research