Director, Client Services

Agawam, Massachusetts, United States Full-time

Position Title: Director, Client Services
Location(s):  Agawam
Start Date: ASAP
Employment Type: Full Time
Starting Salary Range: Competitive
Job Requisition #: 18049

The Director of Client Services is responsible for managing the day-to-day interactions between Avista Pharma’s Client Service team, lab personnel, and clients.  In addition to supporting clients on a daily basis, the Director will work directly with Business Development to expand business with existing accounts. This is an on-site position with some opportunities to represent Avista by attending local trade shows and conferences as assigned.


  • Manage the Client Service team, who serve as the primary point of contact for clients, responsible for project related communications with clients, management, lab personnel, sales and quality. 
  • Supervise, support, train, and develop the Client Service team.
  • Work closely with lab management and business development to resolve any client issues or inquiries.
  • Contact clients to clarify any discrepancies with received samples, test request forms (TRF), and all associated documentation.
  • Via proactive communication, develop deeper relationships with existing clients and increase sales to meet current monthly, quarterly and EOY targets.
  • Oversee the process of generating proposals for new business, including annual proposals and ad hoc client requests.
  • Perform other duties as assigned.


  • Bachelor’s Degree (or advanced degree) strongly preferred with 5+ years related experience with 2+ years supervisory experience.
  • Industry experience – CDMO preferred with understanding of current compendia, terminology, and test requirements.  Familiar with cGMP requirements.
  • Requires strong time management, project management and client service 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.
  • Experience with or other CRM preferred.
  • Minimal travel is required.


  • Communicate clearly and effectively both orally and in writing with clients and other employees.
  • Goal-oriented, with ability to prioritize and manage multiple tasks and numerous projects in a fast-paced environment.
  • Direct interaction with Clients and demonstrates a level of business acumen for handling client requests to obtain a outcome suitable for the client and the Company.
  • Demonstrated exceptional engagement and Interpersonal skills.
  • Ability to translate technical knowledge into guidance that is appropriate for audiences with differing degrees of experience.
  • Ability to manage multiple projects in a demanding fast-paced environment.
  • Strong problem-solving abilities.