Sr. Program Manager - Key Accounts, Customer Success

Apply Now: Sr. Program Manager – Key Accounts, Customer Success, Location is Remote (East Coast) for this 4-6 month contract position.

Job Title: Sr. Program Manager – Key Accounts, Customer Success
Location-Type: Remote – East Coast (PA, MA, NY & NJ preferred)
Start Date Is: To Be Determined (or 2 weeks from offer)
Duration: 4–6 Month Contract-to-Hire (Conversion after initial contract expected)
Compensation Range: $65–$75/hr W2

Job Description:

The Sr. Program Manager – Key Accounts, Customer Success is a strategic, customer-facing leadership role responsible for delivering complex, multi-workstream projects across global key accounts.

This individual ensures global standards are defined, adopted, and consistently achieved while driving operational excellence, customer satisfaction, and long-term account retention. The role combines project management, process optimization, and customer success to deliver tailored service and digital solutions that create measurable value for key accounts.

This position requires significant travel across customer sites and facilities to support client engagements and implementation initiatives.

Day-to-Day Responsibilities:

Project Leadership & Implementation

• Lead end-to-end implementation of enterprise-level projects for key accounts, 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 Consulting.

• Drive execution excellence by managing risk, ensuring on-time delivery, and maintaining consistent quality.

Customer Success & Retention

• Serve as the primary point of contact for strategic customer engagements during implementation and onboarding.

• Build and maintain strong relationships with senior customer stakeholders.

• Translate customer needs into actionable plans that deliver measurable results and lasting satisfaction.

• Ensure ongoing communication, transparency, and customer alignment throughout project lifecycles.

Technology & Process Optimization

• Support the commercialization and adoption of digital and service-based solutions.

• Demonstrate and recommend digital tools that enhance customer efficiency and operational performance.

• Apply Lean principles and process improvement techniques to optimize laboratory and technology workflows.

Standardization & Best Practices

• Define and implement global standards for documentation, project reporting, and operational performance.

• Promote and mentor internal teams on standardized methodologies, tools, and best practices .

• Foster alignment and consistency across geographies and key account programs.

Must Haves (Required Qualifications):

• Bachelor's degree required; advanced degree in Business, IT, or related field preferred.

• 8–10 years of experience in project management, customer success, or business process consulting.

• Prior experience in the biotech or pharmaceutical industry required.

• Proven success managing complex, multi-stakeholder, customer-facing projects.

• Strong analytical, organizational, and presentation skills.

• Proficiency with Microsoft Office and project management tools (e.g., MS Project, Smartsheet, Asana).

• Experience with change management and technology implementation.

• Willingness to travel up to 50% (domestic; occasional international).

Nice to Haves (Preferred Skills):

• Background in consulting, enterprise account management, or implementation leadership.

• Experience standardizing processes across multi-country or global operations.

• Lean Six Sigma or similar process improvement certification.

• Exceptional problem-solving skills with a results-oriented leadership style.