Client Services Associate

Agawam, MA Full-time

 Position Title: Client Services Associate
Job Location(s): Agawam, MA
Start Date: ASAP
Employment Type: Full-Time
Starting Salary Range: Competitive
Job requisition #: 17072

Avista Pharma Solutions is a contract testing, development and manufacturing organization (CDMO) encompassing over 200,000 square feet of laboratory and manufacturing space across the U.S. and U.K. (Agawam, MA – Durham, NC – Longmont, CO – Edinburgh, Scotland), providing pharmaceutical, animal health and medical device clients with a broad suite of scientifically-differentiated services.


The Account Manager (or Client Services Associate) will serve as the primary liaison between the customer and operations to manage expectations and build relationships. The position will also work directly with the Avista Agawam Sales team to identify and develop strategies for expanding business with existing accounts. This in on-site position with some opportunities to represent Avista by attending local trade shows and conferences as assigned.


  • Develop a trusted advisor relationship with your clients.
  • Responsible for communications surrounding project setup, oversight of sample receipts, monitoring project status and ensuring that samples are collected, analyzed, documented and reported in conformance with client requirements.
  • Be the single point of contact and escalation for the clients including directing clients quickly and efficiently to resources and coordinating additional assistance as required.
  • Serve as client advocate, including: collecting feedback on service needs, understanding client and industry trends and articulating those back to the business.
  • The Account Manager will schedule meetings with the client and Avista SME to define details of the scope of work requested, prepare and send routine proposals to the client to achieve monthly, quarterly and EOY goals as defined by Avista Management.
  • Identifying potential business opportunities to increase revenue with existing accounts.
  • Work directly with Accounts Receivable to ensure timely payments and to keep accounts current.
  • Following Avista policies, Standard Operating Procedures (SOPs)and Promoting cooperation and teamwork among staff.
  • Other duties as assigned by Management.


  • Bachelor’s Degree (or advanced degree) strongly preferred.
  • PHARMA Industry experience – Analytical or CDMO highly preferred with an understanding of current compendia, terminology, and test requirements.  Familiar with cGMP requirements.
  • Requires strong project management and client services skills to build and maintain client relationships.
  • Excellent computer skills, including Microsoft Word, Excel, and Outlook, and Internet with experience working with various templates and styles.
  • Minimal travel is required.