Description
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 teams—ensuring 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
- 3–5 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 management—it’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.
Skills Required
- Bachelor's degree in Science or Engineering
- 3-5 years of customer-facing or customer service experience
- Experience in a technical environment
- Strong communication skills, able to translate complex technical concepts clearly
- Proactive, solution-oriented mindset with strong attention to detail
- Excellent presentation, writing, and interpersonal skills
- Experience or exposure to biopharmaceutical manufacturing
- Proficiency in Microsoft Office, ERP systems, and business tools
- Fluency in English (spoken and written)
- Familiarity with Continuous Improvement, Lean, or Six Sigma methodologies
- Willingness to travel up to 50% and work onsite
What We Do
ABEC engineered solutions and services for biotech manufacturing Since 1974, ABEC has been a global leader in delivering integrated process solutions and services for manufacturing in the biopharmaceutical industry. Many of today’s leading antibody, vaccine, and recombinant protein therapies are manufactured by processes and equipment engineered, manufactured, installed and serviced by ABEC, and a majority of the world’s pharmaceutical and biotech companies are ABEC customers. ABEC’s unique value is based on long experience, complete in-house capabilities, a custom, flexible approach, and long-term credibility. Whether building new capacity or improving existing facilities, ABEC’s turn-key solutions reduce overall cost and time to market while delivering maximum productivity. For more information, please visit www.abec.com or email [email protected] Interested in a career at ABEC? Learn more about our open positions at https://www.abec.com/join-our-team/
