Strategic Accounts Representative III

• Own end-to-end relationships for high-profile GMP Life Sciences customers, serving as the primary escalation and governance contact.
• Act as a trusted advisor to customer leadership, aligning operational execution with regulatory and quality expectations.
• Proactively identify risks to product integrity, chain-of-custody, temperature control, and regulatory compliance, and drive mitigation strategies.
• Support customer retention through proactive service management and continuous improvement.

• Lead cross-functional resolution of non-routine, escalated, or compliance-driven issues, partnering with Warehouse Operations, Quality, Transportation, IT, and Leadership.
• Influence service design, SLA development, and recovery strategies to ensure compliance with GMP, GDP, and customer quality agreements.
• Drive systemic improvements to prevent repeat deviations and service failures.

• Demonstrate advanced knowledge of GMP/GDP warehousing and distribution requirements, including documentation, validation, and audit standards.
• Ensure strict adherence to chain-of-custody, temperature excursion management, and controlled substance handling, where applicable
• Serve as a subject matter expert during customer audits, regulatory inspections, investigations, and CAPA development.
• Partner closely with Quality to ensure alignment with SOPs, quality agreements, and change control processes.

Executive-Level Reporting & Communication

• Lead high-impact Quarterly Business Reviews (QBRs) and performance discussions with customer leadership.
• Translate complex operational, quality, and compliance data into clear, actionable insights.
• Confidently communicate service risks, trends, and improvement plans to both internal and external executives.

Client Enablement & Growth Support

• Resolve complex claims, deviations, and systemic service issues with a focus on patient safety and regulatory compliance.
• Educate customers on advanced system capabilities, validated processes, and scalable GMP-compliant solutions.
• Identify opportunities to deepen partnerships through enhanced service models, operational efficiencies, and compliance-driven value creation.
• Identify potential compliance risks and escalate appropriately through quality channels

Critical Skills and Knowledge

• Advanced expertise in WMS, TMS, and ERP systems (SAP / S/4HANA preferred)
• Deep understanding of regulated Life Sciences logistics and warehouse environments 
• Strong working knowledge of GMP, GDP, quality systems and audit readiness 
• Exceptional communication, influence and executive presence
• Proven ability to manage ambiguity, risk, and high-stakes customer scenarios 
• Recognized for sound judgment, professionalism, and strong customer advocacy