Senior Customer Manager

Role Overview

• Serve as the primary point of contact for life sciences clients, engaging stakeholders from field operations to executive leadership and C-suite.
• Act as a trusted advisor to Commercial Operations, Sales Leadership, HR, and Finance partners.
• Lead executive governance forums, client strategy sessions, and long-term planning discussions to advance commercial transformation objectives.
• Deliver proactive, data-driven insights and recommendations aligned to business objectives, brand strategy, and product lifecycle dynamics.
• Demonstrate deep expertise in life sciences commercial sales operations, including sales force design and alignment, territory strategy, target setting and quota deployment, call planning and field activity optimization, performance reporting and KPI governance, sales data management, and field compensation administration.
• Identify operational inefficiencies and advance scalable, technology-enabled process improvements that enhance commercial effectiveness.
• Ensure commercial operations frameworks align with regulatory requirements, compliance standards, and industry best practices.
• Lead the design, advisory strategy, and administration of incentive compensation (IC) plans to drive performance and align with enterprise objectives.
• Develop and govern plan documentation, business rules, eligibility frameworks, and control structures to ensure clarity, scalability, and compliance.
• Align incentive programs with sales strategy, brand priorities, and evolving market dynamics to reinforce desired behaviors and outcomes.
• Oversee implementation and ongoing administration of IC programs, ensuring operational excellence, quality control, and timely issue resolution.
• Manage multiple concurrent client engagements with strong organizational rigor, ensuring sustained momentum and alignment to strategic objectives.
• Proactively identify risks, dependencies, and execution gaps, driving mitigation strategies to ensure timely, high-quality deliverables.
• Operate with urgency and composure in fast-paced environments, effectively balancing tight deadlines and evolving ad hoc priorities.
• Translate complex sales and incentive compensation data into clear, actionable insights that inform decision-making.
• Conduct financial modeling, forecasting, and performance analyses to support strategic and operational planning.
• Maintain rigorous attention to detail and quality control across all analyses and client deliverables.
• Produce polished, executive-ready documentation and communications aligned to client standards.
• Demonstrate strong self-management and accountability.
• Adapt quickly to evolving client priorities, systems, and commercial environments.
• Take initiative to drive continuous improvement opportunities across processes and deliverables.

Requirements

• Bachelor’s degree required (Business, Finance, Economics, Life Sciences, Analytics, or related field preferred)
• Proven experience supporting life sciences commercial sales operations (pharma, biotech, medical device)
• Deep understanding of sales operations processes and commercial field execution
• Strong background in incentive compensation design and administration
• Experience managing multiple concurrent client-facing projects
• Exceptional communication skills, including executive-level engagement
• Strong analytical and problem-solving abilities
• Highly organized, deadline-driven, and detail-oriented
• Self-starter with strong ownership mindset and adaptability
• Consulting or commercial operations experience within life sciences preferred.

Benefits

• Competitive Compensation Plans
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation/Sick & Public Holidays)
• Training & Development Fund