Manager, Customer Success, Contract Manufacturing

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Manager, Customer Success, Contract Manufacturing

Requisition ID: 70916

Date: Oct 25, 2025

Location:

Exton, Pennsylvania, US

Department: Customer Service

Description
This role is hybrid (3 days onsite) in Exton, PA.
Who We Are
At West, we're a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West's indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?

There's no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.

Job Summary
This role works to engage and enable our customers by effectively managing the customers' needs to create a differentiated customer experience. Within this function the individual is responsible for providing leadership to the Customer Success, Contract Manufacturing teams (CS Operations and CS Engagement) and is the strategic partner to Sales and Operations. As the trusted advisor and advocate for our customers, the Manager CS, Contract Manufacturing enables the team to manage the external relationship and internal Inquiry to Order (ITO) to Order to Remittance (OTR) administration, throughout the sales lifecycle. This role will partner with Account Managers, Technical Customer Services, Demand Planning, Sales Operations and Supply chain/Operations to manage an integrated, complementary account management strategy focused on phenomenal customer satisfaction.

Essential Duties And Responsibilities

• Leading the Engagement (for Contract Manufacturing) and Operations (Contract Manufacturing) by providing proactive change management and motivation of the team.
• Providing differentiating service for key accounts aligned with CM Sales.
• Aligning with Global counterparts to create one global customer experience for all Contract Manufacturing interactions.
• Identifying key customer stakeholders and developing strategies to build trusted advisor relationships.
• Maintaining regular interactions with Sales on all levels to proactively identify potential issues and additional potential opportunities.
• Sharing market insights by gaining understanding on customer requirements and trends.
• Sustaining a sense of urgency across the organization to solve customer issues.
• Overseeing the handling of daily customer interactions professionally.
• Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc.
• Assisting in providing reporting to customers: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track & Trace
• Ensuring support to the AR team in resolving invoicing discrepancies.
• Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks.
• Actively participates in conjunction with Customer Success leadership team driving Global West initiatives and representing the Customer Success team in with fellow leaders across the organization.

Education

• Bachelor's Degree in business or equivalent experience required

Work Experience

• Minimum 8 years in client services or customer service required
• 3-4 years of experience in leading a team in client services or customer service

Preferred Knowledge, Skills And Abilities

• Knowledge or experience with ERP tools like SAP with Sales and Distribution
• Ability to deliver great customer experience and to be invigorated by constant personal interaction
• Working knowledge of MS Office or the willingness to learn it quickly with Excel skills being on an intermediate level at minimum
• Highly proficient in written and spoken English
• Strong communication skills
• Strong people skills – approachable, good listener, empathetic
• Strong learning capacity
• Ability to work independently in a global environment
• Understanding of Incoterms and Export/Commercial Documentation
• Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
• Able to always comply with the company's safety policy

Travel Requirements
10%: Up to 26 business days per year

Physical Requirements
Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.

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