CX Account Manager

Description

Company Background:

ABEC is a leading supplier to the biopharmaceutical manufacturing industry. ABEC’s unique value is based on combining long experience with the ability to engineer, design, manufacture, commission, qualify, and service the entire bioprocess to reduce overall cost, shorten time to market, and maximize productivity. ABEC’s products include process and equipment engineering/consulting services, comprehensive site services, bioreactors and fermenters, filtration and chromatography systems, prep and hold systems, and cleaning/sterilization systems.

ABEC’s Custom Single Run (CSR) single use systems products are highly differentiated in the industry and as such are rapidly growing the marketplace. To support this growth, ABEC has established a dedicated team focused on CSR Customer Experience, which ensures complete customer satisfaction for all CSR installations around the world.

Position Summary:

The CSR Account Manager, Europe owns Customer Experience for all CSR installations in the region. S/he is the customer’s primary ABEC point of contact for CSR support, and proactively drives timely response to any CSR technical and commercial needs. Specific support can include single use consumables supply management, CAPA resolution, and equipment technical support. The CSR Account Manager builds strong relationships at CSR accounts and works cross-functionally within ABEC to ensure customer support excellence.

Responsibilities:

· Communicate regularly with CSR customers in the region. Understand technical and commercial issues and needs.

· Communicate with ABEC Operations, Service, Quality, Sales, Applications, and Product groups as needed for CSR support. Maintain close working relationships with ABEC personnel to drive activity and results.

· Provide regular reporting of activities including forecasts and call reports.

· Interface regularly with ABEC Sales function regarding CSR status, new contacts, and potential new business opportunities.

· Support marketing activities with customer and competitor knowledge. Contribute to the development of new sales support material.

· For new installations, participate in Factory and Site Acceptance Testing and/or preliminary engineering runs as required.

· Participate in customer visits to ABEC facilities for the purposes of technical discussions and product demonstration as required.

· Continually improve subject matter knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in applicable professional organizations.

· Complete other duties as assigned.

Qualifications:

· BS Degree in Science, Engineering, or Business

· Minimum 5 years’ experience in engineering, quality, supply chain and/or customer service

· Excellent verbal and written communication skills

· Ability to understand and address technical needs and issues

· Proficient usage of Microsoft Office (Word, Power Point, Excel), ERP and other IT solutions.

· Willingness to engage in regular travel according to business needs

· A valid Passport and driver’s license are both required

Desirable Attributes:

· Background in biopharma manufacturing is preferred

· Customer communication experience strongly preferred