Sr. Director, Customer Success & Portfolio Management @United States - VWR International LLC

[Hiring] Sr. Director, Customer Success & Portfolio Management @United States - VWR International LLC

Mar 29, 2025 - United States - VWR International LLC is hiring a remote Sr. Director, Customer Success & Portfolio Management. 💸 Salary: unspecified. 📍Location: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves driving the development of product definition and solution plans to optimize the company’s products and services portfolio.

Apply broad knowledge of company’s product/service capabilities and competitive environment to identify new growth areas, new technology, and emerging product/service opportunities.
Oversee the analysis and evaluation of key market statistics and customer requirements to define product strategies and identify product opportunities to expand market share.
Evaluate in-depth market analysis and lead business case for optimization of existing products/solutions alternatives and/or to create the next generation of new products.
Collaborate with research and development to create products and validate early product definitions.
Manage several teams led by Directors, Managers, and/or Supervisors.
Responsible for driving customer value and maximizing portfolio returns through strategic leadership and portfolio management.

The successful candidate will execute the following three priorities:

Customer Success Responsibilities: Leading customer onboarding and implementation, managing customer relationships, overseeing service delivery, and driving revenue growth through cross-selling and upselling opportunities.
Portfolio Management Duties: Developing and executing portfolio strategies, analyzing performance, and managing the service lifecycle to align with customer needs and market demands.
Team Leadership and Development: Lead and mentor a team, fostering a collaborative environment and implementing training programs to enhance team skills and knowledge.

Qualifications

Bachelor's degree or equivalent experience.
Minimum 10 years of experience in Account Management, Portfolio Management, Life Science Lab Operations, or a related field.
Experience in the Life Sciences industry is preferred but not required.
Experience with CRM, project management software (e.g., Jira, Asana), portfolio management tools, and other relevant tools.
Knowledge of Lab IoT Solutions and Technology providers a plus (e.g., Elemental, MachineQ).

Requirements

Leader with proven experience in customer success, account management, project management, business development, and portfolio management.
Strong leadership, communication, and interpersonal skills.
Excellent problem-solving and analytical skills.
Ability to build and maintain strong relationships with customers and internal stakeholders.
Strong project management and organizational skills.

Benefits

Lead the successful implementation of outsourced Lab Operation services, Digital Solutions, Laboratory Equipment Service, and Specialty Procurement at customer sites.
Develop and implement robust onboarding programs and methodologies for both services and digital solutions.
Oversee project timelines, budgets, and resource allocation for successful customer implementations.
Proactively identify and mitigate potential risks and challenges during the onboarding process.
Build and maintain strong, long-term relationships with key customer stakeholders.
Act as the primary point of contact for customer inquiries, concerns, and escalations.
Proactively identify and address customer needs and pain points.
Manage customer expectations and ensure high levels of customer satisfaction.
Monitor customer health metrics and identify areas for improvement.
Successful hand-off to and close collaboration with Operations who oversee the day-to-day delivery of services to customers.
Accountability with Operations to ensure service delivery meets or exceeds agreed-upon service level agreements (SLAs).
Manage customer contracts and renewals.
Collaborate with Services teams; Operations, Business Development, Product Management, Strategic Marketing, and internal Avantor teams (e.g., HR, Sales, Finance, Technology) to ensure seamless service delivery.
Identify and pursue opportunities for cross-selling and upselling of additional services and digital solutions to existing customers.
In collaboration with Strategic Marketing, develop and execute strategies for customer expansion and revenue growth within the Services organization.
Develop and execute the overall portfolio strategy, including service prioritization, resource allocation, and investment decisions.
Analyze portfolio performance, identify areas of strength and weakness, and recommend corrective actions with Operations.
Work closely with Strategic Marketing to analyze market research and competitive analysis to identify new service opportunities and optimize portfolio offerings.
Oversee the entire service lifecycle, from development and launch to ongoing optimization and retirement.
Ensure the full scalability and expansion of New Service introductions post Pilots (i.e., soft launch to full launch).
Ensure services are aligned with customer needs and market demands.
Identify and implement service improvements to enhance customer value and operational efficiency.
Lead the development and execution of strategic initiatives to improve customer experience and drive operational efficiency within the Services organization.
Collaborate with leadership to define and implement the overall customer success and portfolio management strategy.
Lead and mentor a high-performing team of Customer Success Managers and potentially a small team of Portfolio Analysts.
Foster a positive and collaborative team environment.
Develop and implement training programs to enhance the skills and knowledge of the Customer Success and Portfolio Management teams.

Similar Remote Jobs

Kickstart Your Job Search

Need advice to apply? Join our free Webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »

Unlock 54,519 additional remote jobs, advanced search & email notifications

Get Access Now

Too many emails? Declutter your inbox with Meco

Your home for reading newsletters

Try for free - no card required.

Before You Apply

️

📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Back to Remote jobs > Product

Sr. Director, Customer Success & Portfolio Management @United States - VWR International LLC

Product

Salary 💸 unspecified	Remote Location USA
Job Type full-time	Posted Mar 29, 2025

Apply for this position Unlock 54,519 Remote Jobs

️

📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Sr. Director, Customer Success & Portfolio Management Apply for this position Unlock 54,519 Remote Jobs

[Hiring] Sr. Director, Customer Success & Portfolio Management @United States - VWR International LLC

Similar Remote Jobs

More jobs at United States - VWR International LLC

More Product jobs

More jobs in USA

Kickstart Your Job Search

Get daily remote job opportunities in your inbox