CX Account Manager

ABEC Inc; Fermoy; On-site; EUR 70,000 - 110,000; Full time

Job summary

ABEC Inc. is seeking a CSR Account Manager for Europe to own the customer experience for CSR installations across the region.

You will be the primary ABEC contact for CSR support and work cross-functionally to ensure timely responses to technical and commercial needs. The role requires strong communication with customers and internal teams, facilitating CAPA resolution, travel within Europe, and active involvement in site acceptance testing and demonstrations to promote continued customer

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 with Microsoft Office and ERP.
• Willingness to travel as needed.
• Biopharma background preferred.
• Customer communication experience preferred.

Responsibilities

• Communicate regularly with CSR customers in Europe.
• Coordinate with ABEC Operations, Service, Quality, Sales, Applications, and Product groups as needed for CSR support.
• Provide regular reporting of activities including forecasts and call reports.
• Interface with ABEC Sales regarding CSR status, new contacts, and opportunities.
• Support marketing with customer and competitor knowledge; contribute to sales materials.
• Participate in Factory and Site Acceptance Testing for new installations as required.
• Attend customer visits to ABEC facilities for technical discussions and product demonstrations.
• Pursue ongoing education and professional development; maintain networks and memberships.
• Complete other duties as assigned.

Skills

Communication skills

ERP experience

MS Office

Travel readiness

Education

BS in Science/Engineering/Business

Tools

ERP systems

Job description

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
• Background in biopharma manufacturing is preferred
• Customer communication experience strongly preferred