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The Strategic Account Representative – Level 3 is responsible for managing the organization’s most complex, high-risk, and high-value GMP-regulated Life Sciences accounts, including pharmaceutical, biotech, and advanced therapy customers. This role serves as a senior customer-facing leader and trusted advisor, ensuring service delivery meets regulatory, quality, and patient-safety expectations while balancing operational realities and commercial objectives.Â
This position requires expert-level knowledge of GMP/GDP logistics, strong cross-functional leadership, and the ability to influence outcomes in highly regulated, fast-paced environments where service failures carry significant compliance and patient impact risk.
Key Outcomes Expected
- Own end-to-end relationships for high-profile GMP Life Sciences customers, serving as the primary escalation and governance contact.
- Act as a trusted advisor to customer leadership, aligning operational execution with regulatory and quality expectations.
- Proactively identify risks to product integrity, chain-of-custody, temperature control, and regulatory compliance, and drive mitigation strategies.
- Support customer retention through proactive service management and continuous improvement.
Advanced Operation
- Lead cross-functional resolution of non-routine, escalated, or compliance-driven issues, partnering with Warehouse Operations, Quality, Transportation, IT, and Leadership.
- Influence service design, SLA development, and recovery strategies to ensure compliance with GMP, GDP, and customer quality agreements.
- Drive systemic improvements to prevent repeat deviations and service failures.
- Demonstrate advanced knowledge of GMP/GDP warehousing and distribution requirements, including documentation, validation, and audit standards.
- Ensure strict adherence to chain-of-custody, temperature excursion management, and controlled substance handling, where applicable
- Serve as a subject matter expert during customer audits, regulatory inspections, investigations, and CAPA development.
- Partner closely with Quality to ensure alignment with SOPs, quality agreements, and change control processes.
Executive-Level Reporting & Communication
- Lead high-impact Quarterly Business Reviews (QBRs) and performance discussions with customer leadership.
- Translate complex operational, quality, and compliance data into clear, actionable insights.
- Confidently communicate service risks, trends, and improvement plans to both internal and external executives.
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Client Enablement & Growth Support
- Resolve complex claims, deviations, and systemic service issues with a focus on patient safety and regulatory compliance.
- Educate customers on advanced system capabilities, validated processes, and scalable GMP-compliant solutions.
- Identify opportunities to deepen partnerships through enhanced service models, operational efficiencies, and compliance-driven value creation.
- Identify potential compliance risks and escalate appropriately through quality channels
Critical Skills and Knowledge
- Advanced expertise in WMS, TMS, and ERP systems (SAP / S/4HANA preferred)
- Deep understanding of regulated Life Sciences logistics and warehouse environmentsÂ
- Strong working knowledge of GMP, GDP, quality systems and audit readinessÂ
- Exceptional communication, influence and executive presence
- Proven ability to manage ambiguity, risk, and high-stakes customer scenariosÂ
- Recognized for sound judgment, professionalism, and strong customer advocacyÂ
Education and ExperienceÂ
- Bachelor’s degree in Business, Sales/Marketing or related field is preferred
- A minimum of 8-10+ years of customer serviceÂ
Work Environment:Â Combination of warehouse, cold-chain storage, and office environments. Exposure to temperature-controlled areas and powered industrial equipment. Occasional travel to customer sites as neededÂ
Disclaimer: This job description is not intended to be all-inclusive. This position may be required to perform other related duties assigned to meet the ongoing needs of the organization. Langham reserves the right to modify job responsibilities and expectations as business demands evolve.
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