Remote

Sr. Director, Customer Success & Portfolio Management - ALS

Avantor
United States, Pennsylvania
Mar 28, 2025
The Opportunity: Drive the development of product definition and solution plans to optimize the company's products and services portfolio. Apply broad knowledge of company's product/service capabilities and competitive environment to identify new growth areas, new technologyand emerging product/service opportunities. Oversee the analysis and evaluation of key market statistics and customer requirements to define product strategies and identify product opportunities to expand market share. Evaluate in-depth market analysis and leads business case for optimization of existing products/solutions alternatives and/or to create the next generation of new products. Collaborate with research and development to create products and validate early product definitions.Manage several teams led by Directors, Managers, and/or Supervisors. Reporting within the Advanced Lab Services segment, the Senior Director of Customer Success & Portfolio Management is responsible for driving customer value and maximizing portfolio returns through strategic leadership and portfolio management. The successful candidate will execute the following three priorities: Customer Success Responsibilities: Leading customer onboarding and implementation, managing customer relationships, overseeing service delivery, and driving revenue growth through cross-selling and upselling opportunities. Portfolio Management Duties: Developing and executing portfolio strategies, analyzing performance, and managing the service lifecycle to align with customer needs and market demands. Team Leadership and Development: Lead and mentor a team, fostering a collaborative environment and implementing training programs to enhance team skills and knowledge. What we're looking for: Bachelor's degree or equivalent experience. Minimum 10 years of experience in Account Management, Portfolio Management , Life Science Lab Operations or a related field. Experience in the Life Sciences industry is preferred but not required. Experience with CRM, project management software (e.g., Jira, Asana), portfolio management tools, and other relevant tools. Knowledge of Lab IoT Solutions and Technology providers a plus i.e. Elemental, MachineQ etc. Who you are: Leader with proven experience in customer success, account management, project management, business development, and portfolio management. Strong leadership, communication, and interpersonal skills. Excellent problem-solving and analytical skills. Ability to build and maintain strong relationships with customers and internal stakeholders. Strong project management and organizational skills. How you will thrive and create an impact: Customer Onboarding & Implementation: Lead the successful implementation of outsourced Lab Operation services, Digital Solutions, Laboratory Equipment Service, and Specialty Procurement at customer sites. Develop and implement robust onboarding programs and methodologies for both services and digital solutions. Oversee project timelines, budgets, and resource allocation for successful customer implementations. Proactively identify and mitigate potential risks and challenges during the onboarding process. Customer Relationship Management: Build and maintain strong, long-term relationships with key customer stakeholders. Act as the primary point of contact for customer inquiries, concerns, and escalations. Proactively identify and address customer needs and pain points. Manage customer expectations and ensure high levels of customer satisfaction. Monitor customer health metrics and identify areas for improvement. Service Delivery & Program Management: Successful hand-off to and close collaboration with Operations who oversee the day-to-day delivery of services to customers. Accountability with Operations to ensure service delivery meets or exceeds agreed-upon service level agreements (SLAs). Manage customer contracts and renewals. Collaborate with Services teams; Operations, Business Development, Product Management, Strategic Marketing and internal Avantor teams (e.g., HR, Sales, Finance, Technology) to ensure seamless service delivery. Revenue Growth & Expansion: Identify and pursue opportunities for cross-selling and upselling of additional services and digital solutions to existing customers. In collaboration with Strategic Marketing, develop and execute strategies for customer expansion and revenue growth within the Services organization. Portfolio Strategy & Planning: Develop and execute the overall portfolio strategy, including service prioritization, resource allocation, and investment decisions. Analyze portfolio performance, identify areas of strength and weakness, and recommend corrective actions with Operations. Work closely with Strategic Marketing to analyze market research and competitive analysis to identify new service opportunities and optimize portfolio offerings. Service Lifecycle Management: Oversee the entire service lifecycle, from development and launch to ongoing optimization and retirement. Ensure the full scalability and expansion of New Service introductions post Pilots i.e. soft launch to full launch Ensure services are aligned with customer needs and market demands. Identify and implement service improvements to enhance customer value and operational efficiency. Strategic Initiatives: Lead the development and execution of strategic initiatives to improve customer experience and drive operational efficiency within the Services organization. Collaborate with leadership to define and implement the overall customer success and portfolio management strategy. Team Leadership & Development: Lead and mentor a high-performing team of Customer Success Managers and potentially a small team of Portfolio Analysts. Foster a positive and collaborative team environment. Develop and implement training programs to enhance the skills and knowledge of the Customer Success and Portfolio Management teams. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer. Why Avantor? Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science. The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor. We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today! EEO Statement: We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.comand let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address. For more information about equal employment opportunity protections, please view the Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision. 3rd Party Non-Solicitation Policy: By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.