Strategic Account Manager

About the role

Labviva is looking for a Strategic Account Manager to lead our key accounts to help drive adoption, retention, and growth. You will be the main Labviva point of contact for our customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them reach their goals. This is an incredible opportunity for someone who wants to get in at the ground level of a growing startup that is bringing forth innovative technical solutions to the Pharmaceutical and Life Sciences industry. You will have a track record for delivering customers' goals, building trusted relationships, and managing multiple projects and initiatives at a time with both internal and external stakeholders and cross-functional teams.

Key facts

What you'll do

• Orchestrate strategic account plans that align Labviva's capabilities with the evolving priorities of enterprise customers in the life sciences sector.
• Serve as the primary Labviva authority for key accounts, owning the end-to-end relationship and acting as a trusted advisor to stakeholders at all organizational levels.
• Navigate complex enterprise sales ecosystems by interfacing effectively with procurement, IT, legal, and scientific decision-makers to advance mutual objectives.
• Translate customer requirements into actionable solution roadmaps, collaborating with internal teams to configure Labviva platforms in ways that solve specific operational challenges.
• Lead the management of customer lifecycles, guiding accounts from initial evaluation through onboarding, active adoption, expansion, and renewal conversations.
• Facilitate structured business reviews and proactive check-ins to measure satisfaction, uncover new value opportunities, and address potential risks before they escalate.
• Synthesize qualitative feedback and quantitative usage data to generate actionable insights that inform both account-specific strategies and product development initiatives.
• Conduct solution demonstrations and deep-dive capability sessions for technical and executive audiences, clearly articulating value and return on investment.
• Partner with supplier and product teams to design and execute multi-initiative account plans that drive growth in gross merchandise value and platform engagement.
• Champion the voice of the customer by hosting structured feedback sessions with end-users to ensure product evolution reflects real-world laboratory needs.
• Monitor platform utilization trends and proactively recommend workflow optimizations that enhance customer efficiency and deepen their reliance on Labviva solutions.
• Leverage mastery of Labviva's software suite to educate stakeholders, resolve complex use cases, and support negotiations around scope and implementation timelines.
• Collaborate closely with engineering and implementation teams to translate customer needs into precise project scopes, acceptance criteria, and test plans.
• Document account health metrics, risk indicators, and success milestones to maintain a clear, data-driven view of portfolio performance and renewal likelihood.

Requirements

• Hold a Bachelor's degree and possess at least 5+ years of professional experience within Pharma and Biotech Procurement & Purchasing environments.
• Bring prior experience working with, or for, enterprise customers in Biotech, Life Sciences, or higher-education research institutions, with lab consumables inventory management experience preferred.
• Demonstrate a minimum of 2 years' background integrating or selling software solutions and/or hands-on proficiency with e-Procurement platforms such as Ariba, Oracle, and Jaggaer.
• Accept the requirement to travel up to 20% of the time to customer sites domestically and internationally, including visits to corporate headquarters in Boston.
• Exhibit a naturally organized and detail-oriented mindset, with the discipline to drive complex projects that depend on coordination across multiple cross-functional teams.
• Communicate confidently with senior executives in external settings while remaining effective collaborating with all internal teams, including technical and non-technical functions.
• Thrive as an independent professional who can navigate the dynamics of a growing startup, maintaining composure and productivity in a fast-paced environment.
• Display a strong capacity to prioritize and pivot as needed, supported by robust problem-solving abilities and a solutions-oriented outlook.
• Manage outstanding multi-task management skills while juggling a varied set of responsibilities and competing deadlines.
• Master advanced capabilities in Microsoft Suite, with particular strength in PowerPoint and Excel, and fluency in JIRA, Confluence, and data analysis tools.
• Possess strong written, verbal, and presentation communication skills to articulate value propositions and influence diverse audiences.

Nice to have

• Preferred experience with lab consumables inventory management and familiarity with the specific compliance and procurement workflows of Pharmaceutical and Life Sciences organizations.
• Prior exposure to Ariba, Oracle, and Jaggaer e-Procurement platforms in enterprise contexts, demonstrating an understanding of transactional and strategic sourcing processes.
• Track record of managing multi-initiative account plans that balance strategic growth activities with operational and compliance considerations.
• Experience conducting Voice-of-Customer feedback sessions and translating end-user insights into actionable product requirements.
• Knowledge of data analysis techniques for monitoring platform utilization, adoption trends, and health metrics within complex customer environments.

Practical notes

• This position is based at the corporate headquarters in Boston.
• The work arrangement is a flexible hybrid model requiring presence in the office on Tuesday, Wednesday, and Thursday.
• Only candidates residing in the greater Boston area will be considered for this role.
• Travel may be required up to 20% domestically and internationally, including trips to Boston headquarters.
• Compensation details were not provided in the source material.