Key Account Program Manager

Key Responsibilities

Client Relationship & Strategic Account Management

• Develop and execute strategic account development and program management plans aligned with client needs and company capabilities.
• Ensure customer expectations are known, understood and met across program service lines, escalating and deescalating accordingly.
• Monitor client satisfaction and lead initiatives to improve performance and service delivery.
• Provide strategic direction and guidance regarding use of Eurofins tools such as Lab Access, Online Ordering and LIMS to LIMS integration to streamline customer experience.
• Establish and manage expectations for work performed across Eurofins lab sites.

Program Leadership & Coordination

• Oversee the delivery of complex, multi-site or multi-service programs, ensuring all scientific and operational milestones are achieved.
• Provide support, mentorship, and direction to the project management teams supporting program across service lines – ensuring continuity, harmonization of service and overall program performance-  Represent project management in Business Review Meetings.
• Advocate for internal program stakeholders to ensure all are set up to meet customer expectations profitably.
• Foster internal collaboration of the key account program team by demonstrating cross functional flexibility, support, and knowledge to allow for consistent and harmonized support.
• Facilitate communication across internal laboratory, project management, business development, QA, and operational teams.
• Track program budgets, timelines, KPIs, and deliverables, ensuring adherence to service level agreements (SLAs).

Operational Excellence & Issue Resolution

• Proactively identify risks, gaps, or challenges; lead problem-solving and corrective action initiatives.
• Ensure compliance with relevant regulatory, quality, and GMP standards within supported programs.
• Drive continuous improvement initiatives across the account and internal network and engage stakeholders on best practices.
• Project governance through alignment of metrics, utilization, client nuances, and offering creative solutions.

Financial & Business Growth Responsibilities

• Support revenue forecasting, pricing models, and profitability analyses for key accounts.
• Identify opportunities for service expansion, new offerings, and long-term partnership growth.
• Collaborate with commercial and business development teams to prepare proposals and renewals.
• Support sales efforts by directing placement of work to appropriate sites and project managers to maximize profitability and customer experience.
• Support sales efforts by speaking to the operational and PM functions and expectations in sales meetings and Business Review Meetings.
• Assist PM qualifying new opportunities within an existing partnership service area.
• Maintain an active, working knowledge of both revenue objectives and the status of operations, to serve as a bridge between business development and project management and allow for seamless knowledge transfer regarding the larger key account focus.
• Serve as first line of communication and escalation and allow business development to focus on financial aspects of the business relationship.
• Analyze trends to forecast resource needs, anticipate client challenges, and recommend strategic adjustments.

Education & Experience

• Bachelor’s degree in life sciences, biopharmaceutical sciences, chemistry, biology, engineering, or related discipline required
• Minimum of 5 years of experience in the biopharma, CRO, CDMO, or laboratory services industry.
• Proven success in project/program management supporting key accounts.
• Experience working in GMP environment strongly preferred.

Skills & Competencies

• Strong understanding of drug development and analytical or manufacturing workflows.
• Excellent communication, presentation, and relationship‑building skills.
• Demonstrated ability to manage complex programs involving multiple stakeholders and sites.
• Proficiency in project management methodologies and tools.
• Strong financial acumen (budgeting, forecasting, cost management).
• Ability to think strategically while executing operational plans.
• Demonstrated ability to excel in ambiguous environments with shifting priorities and minimal guidance.

Key Attributes

• Client-focused mindset with a passion for delivering exceptional service.
• High degree of accountability and ownership.
• Strategic and proactive thinker with attention to detail.
• Adaptable, collaborative, and solution‑oriented.

Position is full-time, Monday-Friday, 8:00 a.m.-5:00 p.m. with additional hours, as needed. Candidates currently living within a commutable distance of Lancaster, PA are encouraged to apply. 

 We offer excellent full-time benefits including:

• Comprehensive medical coverage,
• Life and disability insurance,
• 401(k) with company match,
• Paid holidays and vacation, 
• Dental and vision options.

Eurofins USA BioPharma Services is a Disabled and Veteran Equal Employment Opportunity employer.