Manager Client Experience Jobs in Maryland

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Make an Impact Where Science Changes Lives

At Thermo Fisher Scientific, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our mission to life every day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources and opportunities needed to achieve individual career goals while helping to take science a step beyond through innovative solutions to some of the world's toughest challenges.

We Are the Clinical Trials Division (CTD): We Supply the Hope that Changes Lives

The Clinical Trials Division partners with pharmaceutical and biotechnology companies around the world to ensure the right patients receive the right therapies at the right time. Guided by our commitment that "There is a Patient Waiting," we provide end-to-end clinical supply chain solutions, including project management, packaging, distribution, transportation management, specialty logistics, ancillary supply management, clinical supply optimization, and biorepository services. Our global team of more than 4,000 colleagues across 15+ countries works every day knowing that what we do directly impacts patients' lives.

Your Role in Our Mission

As a Project Manager, Client Services, you will independently manage a portfolio of moderate to highly complex clinical trial and clinical supply chain projects, serving as the primary strategic point of contact for customers throughout the project lifecycle. You will lead all technical, operational, and service-related aspects of projects from study startup and planning through execution and completion, ensuring delivery against customer expectations, timelines, budgets, and quality standards.

Working closely with customers and cross-functional teams across Operations, Quality, Regulatory, Finance, and Business Development, you will drive project success through effective planning, collaboration, and proactive problem-solving. This role combines project leadership, client relationship management, financial oversight, and operational coordination to support clinical research programs that accelerate the development of life-changing therapies for patients worldwide.

Why Join Thermo Fisher Scientific?

When you join Thermo Fisher Scientific, you become part of a global team dedicated to advancing science and improving lives. You'll have opportunities to grow your career, collaborate with industry-leading experts, and contribute to meaningful work that supports patients around the world.

Together, we enable our customers to make the world healthier, cleaner, and safer.

Key Responsibilities

Project Leadership & Study Management

• Independently manage multiple moderate to complex client projects and studies from initiation through completion.
• Lead the delivery of all technical and service aspects of assigned projects while ensuring quality, compliance, and customer satisfaction.
• Evaluate study requirements and support preliminary study design, project planning, resource allocation, and execution strategies.
• Develop and maintain project plans, timelines, milestones, and critical path activities using appropriate project management tools.
• Coordinate cross-functional activities to ensure all services, documentation, materials, and deliverables are completed on schedule.
• Monitor project progress, identify risks, and proactively implement solutions to ensure successful outcomes.
• Lead project kickoff meetings and represent Thermo Fisher Scientific during customer meetings, teleconferences, site visits, audits, and study reviews.

Client Relationship Management

• Serve as the primary client contact throughout the project lifecycle.
• Build strong customer relationships through proactive communication, responsiveness, and strategic partnership.
• Conduct needs assessments and translate customer requirements into operational plans and project deliverables.
• Provide timely project updates, reports, and communications to customers and internal stakeholders.
• Partner closely with Business Development and Account Management teams to support long-term customer success.

Operational & Clinical Supply Chain Coordination

• Coordinate study startup activities, documentation, specifications, and operational requirements.
• Support development and maintenance of study files and project records.
• Collaborate with production planning, packaging, labeling, logistics, and distribution teams to ensure successful supply chain execution.
• Coordinate shipment activities and support distribution planning as required.
• Support the creation and review of operational and batch documentation utilizing internal systems.

Financial Management

• Translate customer requirements into project scope, quotations, and budgets.
• Monitor project financial performance, scope changes, and budget adherence.
• Provide accurate project forecasting, financial reporting, and revenue projections.
• Support revenue recognition activities and verify project completion information prior to invoicing.

Quality, Compliance & Continuous Improvement

• Collaborate with Quality Assurance and Regulatory Affairs teams to resolve issues and drive corrective actions to closure.
• Ensure compliance with applicable SOPs, GxP requirements, company quality standards, and regulatory expectations.
• Participate in business process improvement initiatives that enhance operational effectiveness and customer experience.
• Promote Thermo Fisher Scientific's values, mission, and culture of continuous improvement.

Leadership & Collaboration

• Foster strong working relationships across internal departments and external stakeholders.
• Facilitate alignment among cross-functional teams to achieve project goals and customer commitments.
• May provide guidance, mentoring, or onboarding support to less experienced team members.
• Demonstrate accountability, ownership, and leadership in driving project success.

Minimum Qualifications

Education

• Bachelor's degree in Life Sciences, Clinical Research, Healthcare, Business, Supply Chain, or a related field, or equivalent combination of education and experience.
• Advanced degree preferred.

Experience

• Minimum 4 years of project management, client services, clinical operations, or customer-facing experience, preferably supporting clinical trials, pharmaceutical, biotechnology, healthcare, or other regulated environments.
• 3 years of relevant experience may be considered with an advanced degree.
• Demonstrated experience managing multiple projects and stakeholders in a fast-paced environment.
• Experience leading cross-functional teams and driving projects from initiation through completion.
• Experience with clinical trial operations, clinical supply chain, biospecimen management, or related services preferred.
• Project Management Professional (PMP) certification or equivalent project management training preferred.

Knowledge, Skills & Abilities

• Strong understanding of project management principles and methodologies.
• Exceptional organizational, planning, and prioritization skills.
• Proven ability to manage competing priorities and meet aggressive deadlines.
• Strong financial acumen, including budgeting, forecasting, and scope management.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Demonstrated ability to build strong customer relationships and influence stakeholders.
• Strong analytical, problem-solving, and decision-making capabilities.
• Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
• Experience with project management and quality systems such as Salesforce, GPMS, TrackWise, Smartsheet, or similar platforms preferred.
• Working knowledge of SOPs, quality systems, and GxP-regulated environments preferred.

Physical Requirements & Work Environment

• Primarily office-based role requiring extended periods of computer use.
• Ability to occasionally stand, walk, bend, reach, and lift up to 20 pounds.
• May require periodic visits to laboratory, warehouse, manufacturing, or clinical supply facilities.
• May occasionally work in controlled environments with exposure to temperature-controlled storage areas, dry ice, liquid nitrogen, hazardous materials, or infectious agents while following all applicable safety procedures.

Compensation and Benefits

The salary range estimated for this position based in Maryland is $75,000.00–$112,500.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards