The Sr. Program Manager Key Accounts is a strategic, customer-facing role responsible for leading the implementation of complex, multi-workstream projects for Avantors Advanced Lab Services (ALS) global key accounts. This role ensures that global standards are defined, adopted, and consistently met across all engagements. With a strong focus on customer success, retention, and operational excellence, the Sr. Program Manager partners cross-functionally to deliver tailored solutions that drive measurable outcomes and long-term value. The role also acts as a liaison between customers and internal technology and operations teams to ensure successful delivery and commercialization of Avantors service and digital solutions.
As a result, travel is required including to Customer locations and various Avantor facilities.
Key Responsibilities: Project Leadership & Implementation - Lead end-to-end implementation of key account projects, ensuring alignment with global standards and customer expectations.
- Develop and manage detailed project plans, timelines, and deliverables across multiple workstreams.
- Coordinate cross-functional teams including Site Services, Digital Solutions, and Business Process Consultants.
- Manage customer expectations and ensure timely execution and quality outcomes.
Customer Success & Retention - Serve as the primary point of contact for strategic customers during implementation phases.
- Build strong relationships with customer stakeholders to understand goals, pain points, and success metrics.
- Ensure customer satisfaction through consistent communication, transparency, and delivery of promised value.
Technology & Process Optimization - Support the commercialization and implementation of Avantor Services tailored to customer needs.
- Demonstrate and propose digital tools and platforms to drive customer value and process improvements.
- Apply lean and process improvement methodologies to enhance customer operations.
Standardization & Best Practices - Define and implement global standards for project execution, documentation, and reporting.
- Promote best practices in lean methodology, process improvement, and digital solutions.
- Mentor internal teams on standardized tools and approaches to ensure consistency across regions and accounts.
Qualifications: - Bachelors degree required; advanced degree in Business, IT, or related field preferred.
- Experience in Bio/Pharma industry required.
- 810 years of experience in project management, customer success, or business process consulting.
- Proven track record of managing complex, multi-stakeholder projects in a customer-facing role.
- Strong analytical, communication, and presentation skills.
- Proficiency in Microsoft Office and project management tools.
- Understanding of change management and laboratory/technology implementation challenges.
- Willingness to travel domestically up to 50%; international travel may be required.
Preferred Skills: - Familiarity with global operations and standardization across regions.
- Background in consulting, implementation, or enterprise account management.
- Ability to manage multiple priorities with minimal supervision.
- Creative problem-solving and results-driven leadership.
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