Director of Client Services
Grand Rapids, MI - onsite, 20% travel
relocation assistance provided
Step into a key leadership role where client experience, operational excellence, and organizational growth intersect. We’re seeking a Director of Client Services to lead the full client lifecycle—spanning onboarding, project execution, and long-term partnership—within a fast-paced, highly regulated pharmaceutical contract packaging and CDMO environment.
This is an opportunity for a strategic, people-focused leader who excels at developing high-performing teams, navigating complex project portfolios, and strengthening client relationships that drive retention and expansion. You’ll collaborate closely with executive leadership to deliver innovative packaging solutions that meet critical timelines, exceed expectations, and uphold the highest regulatory and quality standards.
If you're energized by leading teams, solving challenges, and making measurable impact across client success and business performance, this role puts you at the forefront of a growing organization.
Key Responsibilities
- Develop and execute the Client Services strategy to support company growth, customer retention, and operational excellence.
- Lead, mentor, and grow high-performing teams across Project Onboarding, Project Management, and Account Management.
- Establish KPIs, performance standards, and scalable workflows to ensure consistent, high-quality client delivery.
- Drive continuous improvement initiatives using client feedback, analytics, and industry best practices.
- Oversee the project onboarding function to ensure efficient, accurate, and compliant setup of new client programs.
- Ensure PMs effectively manage timelines, scope changes, change controls, and cross-functional communication throughout the project lifecycle.
- Remove roadblocks, escalate critical issues, and align internal teams for successful execution.
- Serve as executive sponsor for key strategic accounts, ensuring proactive communication and strong partnership.
- Guide Account Managers in building client strategies that increase satisfaction, optimize service levels, and identify expansion opportunities.
- Monitor client health metrics and lead initiatives to mitigate risk and resolve service gaps.
- Partner with Business Development to create seamless handoffs from contract award through project kickoff.
- Collaborate with Quality and Regulatory teams to maintain strict compliance with cGMP, FDA, and client-specific requirements.
- Work closely with Operations and Supply Chain leadership to align client needs with production capacity and resource planning.
- Develop and manage the Client Services department budget, including forecasting and resource allocation.
- Support revenue forecasting, contract negotiations, and margin optimization through strong client and project oversight.
- Implement tools and systems that enhance project visibility, documentation, and communication.
- Act as an ambassador of company culture, ethics, and values; ensure all decisions and actions reflect and reinforce them.
- Ensure full adherence to company policies and procedures.
Qualifications
- Bachelor’s degree required; MBA or advanced degree (business or marketing) preferred.
- 8+ years of progressive leadership experience within pharmaceutical contract packaging, CDMO operations, or a similarly regulated manufacturing environment.
- Proven experience building scalable systems, processes, and workflows in a customer-centric, growth-focused organization.
Pay: $150,000 - $200,000 depending on experience
