Customer Experience Account Manager - Custom Engineered Solutions

Customer Experience Account Manager

This is a full time onsite role at the Bethlehem, PA facility. Drive Innovation & Client Success! Are you passionate about building strong customer relationships and delivering impactful solutions? As a Customer Experience Account Manager supporting our Custom Single Run (CSR) Business Unit, you'll serve as the primary connection between our customers and internal teamsensuring seamless communication, technical alignment, and exceptional experience throughout each project lifecycle.

In this dynamic role, you will combine customer engagement, technical insight, and cross-functional collaboration to drive successful project execution while continuously enhancing the customer journey.

What You'll Do

• Own Customer Relationships: Act as the primary point of contact for CSR accounts, ensuring consistent communication and outstanding service.
• Deliver Solutions: Translate customer needs into actionable solutions by leveraging internal tools and collaborating with subject matter experts.
• Collaborate Cross-Functionally: Partner closely with Operations, Engineering, and Business Units to drive project success.
• Support Project Execution: Stay engaged throughout project lifecycles to ensure technical alignment, timelines, and deliverables are met.
• Participate in Key Milestones: Contribute to Factory Acceptance Testing (FAT), Site Acceptance Testing (SAT), and engineering runs.
• Enhance Market Intelligence: Track competitor activity and contribute ideas for sales and marketing materials.
• Engage Customers On-Site: Host customer visits, facilitate technical discussions, and showcase product capabilities.
• Report & Forecast: Provide regular updates on customer activity, forecasts, and performance insights.
• Continue Learning: Stay current through industry publications, professional networks, and development opportunities.
• Drive Improvement: Identify and contribute to Continuous Improvement (CI) initiatives across processes and systems.
• Train & Develop: Create training materials and collaborate with leaders to enhance team capabilities.
• Spot Opportunities: Proactively identify new business possibilities and follow through to execution.
• Travel as Needed: Support customers on-site and attend key business engagements (up to 50% travel).

What You Bring

• Bachelor's degree in Science or Engineering required
• 35 years of customer-facing or customer service experience (technical environment preferred)
• Strong communication skills with the ability to translate complex technical concepts clearly
• A proactive, solution-oriented mindset with strong attention to detail
• Excellent presentation, writing, and interpersonal skills
• Experience or exposure to biopharmaceutical manufacturing (preferred)
• Proficiency in Microsoft Office, ERP systems, and business tools
• Fluency in English (spoken and written)
• Familiarity with Continuous Improvement, Lean, or Six Sigma methodologies (a plus)
• Willingness to travel and thrive in a fast-paced, team-oriented environment

Why This Role Stands Out

This is more than account managementit's an opportunity to shape customer experience, influence cutting-edge projects, and make a measurable impact in a highly technical and growing industry. You'll be empowered to take ownership, collaborate with experts, and help drive innovation forward.