Client Service Project Manager

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:
Client Services Project Manager II (CSPM II)

Location: Waltham, Massachusetts
Organization: Olink Proteomics / Thermo Fisher Scientific
Function: Client Services Project Management

Position Summary

The Client Services Project Manager II (CSPM II) supports the successful delivery of customer, sponsored, and internal Analysis Service projects by coordinating activities throughout the project lifecycle.

The CSPM II serves as a key operational coordination point between customers, Sales, Analysis Services, and cross-functional internal stakeholders. The role is responsible for ensuring that project requirements, documentation, sample logistics, timelines, operational readiness, and data delivery requirements are effectively coordinated and communicated.

As an experienced member of the Client Services Project Management team, the CSPM II independently manages projects, proactively identifies and resolves project risks, supports escalations and complex project requirements, and contributes to process improvement and consistent project execution across the global Client Services organization.

Key Responsibilities

• Coordinate Analysis Service projects from customer commitment through laboratory readiness and subsequent project stages, ensuring project prerequisites, documentation, and operational requirements are completed according to established processes and timelines.
• Support Analysis Service quoting activities, including project setup, scope definition, service selection, pricing coordination, and alignment of customer requirements with operational capabilities.
• Develop, maintain, and execute project plans to support efficient project delivery and alignment across internal teams.
• Establish clear, proactive, and consistent communication with customers and internal stakeholders regarding project requirements, timelines, milestones, risks, and deliverables.
• Partner closely with Sales while serving as the operational project contact for customers and coordinating activities across the Analysis Service project lifecycle.
• Review, manage, and track project documentation, including Analysis Services Agreements, Sample Forms, Sample Manifests, Work Orders, Statements of Work, sample release documentation, and other study-specific records.
• Collaborate with Legal and Commercial stakeholders on contractual documentation and Statements of Work under existing Master Service Agreements.
• Coordinate study logistics and operational readiness, including project setup, sample submission readiness, sample receipt and release, scheduling, milestone tracking, and post-analysis sample actions.
• Maintain accurate and timely project records in designated systems and platforms.
• Monitor project progress, identify risks, issues, or potential delays, and proactively coordinate mitigation and escalation activities with appropriate stakeholders.
• Coordinate data delivery and re-delivery activities and support supplemental services as required.
• Manage multiple projects and priorities while maintaining a high level of quality, accuracy, responsiveness, and customer focus.
• Build and maintain effective relationships with customers and cross-functional stakeholders to support a positive customer experience.
• Participate in cross-functional and global meetings with Analysis Services, Sales, Client Services, Customer Care, and other relevant teams.
• Provide project and process expertise to colleagues and contribute to knowledge sharing, onboarding, and mentoring within the Client Services organization as appropriate.
• Contribute to the development and maintenance of SOPs, work instructions, and other process documentation within the Quality Management System.
• Support investigation and resolution of project-related deviations and non-conformances in accordance with applicable quality processes.
• Identify and drive opportunities to improve project coordination, communication, customer experience, operational efficiency, and quoting workflows.
• Ensure activities are performed in accordance with applicable quality, regulatory, safety, data integrity, and company requirements.

Key Interfaces

The CSPM II works closely with global and local stakeholders including:

• Sales and Field Application Scientists
• Analysis Services Laboratory Operations
• Data Science and Biostatistics
• Data Management
• Customer Care / Customer Service
• Sample Management
• Logistics and Supply Chain
• Legal and Contracts
• Quality Assurance
• Scientific Affairs
• Product Management
• Research & Development
• Marketing
• Operational and Senior Leadership

External interactions may include customer project managers, study coordinators, principal investigators, researchers, procurement and legal representatives, external laboratories, CROs, biobanks, research partners, and logistics providers.

Qualifications and Experience

• Bachelor's degree in life sciences, biotechnology, project management, business, or a related discipline, or equivalent relevant professional experience.
• Demonstrated experience in project management, client services, customer-facing operations, life sciences, biotechnology, laboratory services, or a related environment.
• Ability to independently coordinate multiple projects with competing priorities and timelines.
• Strong project management, organizational, problem-solving, and stakeholder-management skills.
• Excellent written and verbal communication skills and demonstrated ability to communicate effectively with customers and cross-functional teams.
• Ability to identify project risks, coordinate solutions, and appropriately escalate issues.
• Strong attention to detail and ability to maintain accurate documentation in a quality-controlled environment.
• Experience working collaboratively across functions, locations, and global teams.
• Comfortable working in a dynamic environment where customer requirements, scientific considerations, commercial commitments, and operational constraints must be effectively coordinated.
• Experience within life sciences, proteomics, genomics, laboratory services, CRO, or other regulated/quality-controlled environments is preferred.
• Experience with CRM, project management, laboratory information management, or related business systems is preferred.

Success in This Role

Success in the CSPM II role requires a strong customer focus combined with disciplined project execution. The individual should be able to independently move projects forward, anticipate and resolve operational challenges, communicate clearly across organizational boundaries, and contribute to continuous improvement of Client Services processes.

The position plays an important role in ensuring that customer commitments are translated into well-coordinated, operationally ready projects and that customers receive consistent, high-quality support throughout their Analysis Service journey.

Compensation and Benefits

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