Director of Client Services

Role Overview

• Develop and execute the Client Services strategy to support company growth, customer retention, and operational performance.
• Lead, mentor, and develop high-performing teams, including Project Onboarding, Project Managers (PMs), and Account Managers (AMs).
• Establish KPIs, performance standards, and scalable processes to ensure consistent, high-quality client delivery.
• Champion continuous improvement initiatives across the client journey, leveraging feedback, analytics, and industry best practices.
• Oversee the project onboarding function to ensure efficient, accurate, and compliant setup of new client programs.
• Ensure PMs are equipped to manage timelines, change controls, scope adjustments, and cross-functional communication throughout the project lifecycle.
• Remove barriers, escalate critical issues, and drive alignment between internal teams for successful project delivery.
• Serve as executive sponsor for key strategic accounts, ensuring proactive communication and strong partnership.
• Guide Account Managers in developing client strategies that increase satisfaction, optimize service levels, and identify opportunities for program expansion.
• Monitor client health metrics and lead initiatives to mitigate risk and address service gaps.
• Partner closely with Business Development to ensure smooth transitions from contract award to project initiation.
• Collaborate with Quality and Regulatory teams to guarantee compliance with cGMP, FDA, and client-specific requirements.
• Work with Operations and Supply Chain leadership to align client commitments with production capacity and resource planning.
• Develop and manage the Client Services budget, including resource planning and departmental performance.
• Support revenue forecasting, contract negotiations, and margin optimization through strong client and project oversight.
• Implement tools and systems that enhance project visibility, documentation, and communication.
• Ambassador and champion of the company culture, ethics, and values. Ensures all decision-making relating supports, sustains, drives and epitomizes our culture, ethics, and values.
• Responsible for adherence to all Company policies and procedures.

Requirements

• Bachelor’s degree required.
• MBA or advanced degree in business or marketing preferred.
• 8+ years of progressive leadership experience in pharmaceutical contract packaging, CDMO, or related regulated manufacturing environment.
• Experience developing systems and workflows in a customer-oriented business that supports a growing company, required.