Client Services Project Manager

Director of Global Customer Success, this role serves as the primary owner of customer-driven custom development and cross-functional initiatives that directly impact delivery performance, profitability, and the overall customer experience. Job Summary: The Client Services Project Manager plays a critical role in driving customer satisfaction, revenue realization, and operational excellence within a regulated life sciences environment.

About Meridian:

Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.

Job Summary:

The Client Services Project Manager plays a critical role in driving customer satisfaction, revenue realization, and operational excellence within a regulated life sciences environment. Reporting to the Sr. Director of Global Customer Success, this role serves as the primary owner of customer-driven custom development and cross-functional initiatives that directly impact delivery performance, profitability, and the overall customer experience.
This position operates at the intersection of Sales, R&D, Operations, and Quality within an ISO 13485-certified facility. The role is both tactical and strategic—responsible for executing projects with precision while also identifying systemic improvement opportunities and influencing cross-functional alignment. The Client Services Project Manager owns the end-to-end customer experience for assigned projects, exercises sound commercial judgment in evaluating requests and concessions, and makes recommendations based on opportunity value, feasibility, and long-term partnership strategy.

Key Duties:

Key Responsibilities & Business Outcomes

Project Ownership & Execution
Serve as the primary project owner for global customer-driven initiatives, including custom product development projects impacting revenue and strategic accounts
Develop and manage detailed project plans, timelines, milestones, and risk mitigation strategies
Lead cross-functional coordination across Commercial, Operations, R&D, Quality, and Supply Chain to ensure accurate and timely execution
Maintain comprehensive project documentation in alignment with ISO 13485 and internal quality requirements
Ensure adherence to regulatory, quality, and change control processes throughout the project lifecycle

Customer Experience & Commercial Decision-Making
Act as the primary customer-facing contact for assigned initiatives, providing proactive updates and managing expectations
Own the overall customer experience from project initiation through delivery
Evaluate customer requests, change orders, and exception scenarios using commercial judgment
Make recommendations on what to honor, modify, or decline based on revenue impact, strategic value, operational feasibility, and risk
Partner closely with Sales to align on opportunity value, customer priorities, and long-term relationship strategy

Strategic Impact & Continuous Improvement
Identify systemic process gaps impacting delivery performance or customer satisfaction
Drive continuous improvement initiatives that enhance cross-functional execution, transparency, and responsiveness
Analyze customer feedback and project outcomes to recommend strategic improvements to processes, policies, or service models
Influence peers and stakeholders to adopt improved workflows and best practices
Escalate risks and constraints appropriately while proposing actionable solutions

 

Cross-Functional Leadership (Influence Without Authority)
Facilitate structured project meetings and ensure accountability across functions
Drive alignment among teams with competing priorities
Influence decision-making through data, preparation, and commercial insight
Serve as a trusted internal partner across Commercial and Operations

Qualifications:

• Bachelor’s degree in Business, Science, Engineering, or a related field (or equivalent experience)
• 3–5+ years of project management experience in a client-facing or cross-functional environment
• Experience in the life sciences, medical device, diagnostics, or regulated manufacturing industry strongly preferred
• Working knowledge of ISO 13485 quality systems and documentation requirements
• Demonstrated experience managing customer-facing projects involving Operations, R&D, and Commercial teams
• Strong commercial acumen and ability to evaluate trade-offs between customer satisfaction, operational feasibility and profitability
• Proven ability to manage complex timelines, multiple stakeholders and complete priorities
• PMP or other project management certification preferred
• Customer-centric mindset with strong relationship management capability
• Strategic thinking with tactical execution discipline
• Commercial judgement and decision-making capability
• Cross-functional influence and stakeholder alignment
• Structured problem solving and risk mitigation
• Clear and confident communication across all organizational levels
• High attention to detail within regulated environments

*All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. (USA Only)*