Strategic Account Representative II

The Strategic Account Representative – Level 2 independently manages assigned GMP regulated life sciences accounts and serves as the primary customer liaison between clients and regulated logistics, warehousing, and distribution operations. This role requires a strong working knowledge of Good Manufacturing Practices (GMP), quality systems, and regulatory compliance, along with confident customer communication in highly regulated environments.

The position plays a critical role in ensuring service excellence, compliance adherence, and proactive issue resolution while maintaining audit ready operations.

Key Outcomes Expected

GMP Account Ownership

• Serve as the dedicated point of contact for strategic life sciences and regulated customers
• Own overall account health, service performance, and compliance alignment
• Proactively identify service risks, quality trends, and process gaps impacting GMP compliance
• Drive continuous improvement initiatives aligned with customer quality expectations

Regulated Operations Liaison

• Partner cross functionally with Warehouse Operations, Quality Assurance, Validation, Transportation, and Regulatory teams
• Coordinate resolution of moderately complex service deviations, investigations, and CAPAs
• Ensure all customer SLAs are met while maintaining strict adherence to GMP requirements
• Support controlled change management impacting regulated operations

GMP & Quality Compliance Support

• Support compliance with GMP, GDP, FDA, and other applicable regulatory standards
• Ensure accuracy of chain of custody documentation, inventory controls, and storage condition oversight
• Participate in internal audits, customer audits, and regulatory inspections as needed
• Identify potential compliance risks and escalate appropriately through quality channels

Reporting, Documentation & Communication

• Lead structured customer performance reviews, including quality and compliance metrics
• Present KPIs, deviation trends, root cause findings, and corrective actions clearly and confidently
• Maintain accurate, audit ready documentation and customer communications
• Ensure data integrity within WMS, TMS, and quality systems

Customer Education & Issue Resolution

• Act as a trusted advisor to customers on regulated logistics best practices
• Research and resolve service deviations, claims, temperature excursions, and quality events
• Support onboarding of new regulated accounts and transitions within GMP frameworks

Critical Skills and Knowledge

• Working knowledge of GMP, GDP, and quality management systems
• Experience operating within regulated warehouse or life sciences environments
• Proficiency with WMS and TMS platforms in GMP settings
• SAP or S/4HANA experience preferred
• Strong analytical, documentation, and root cause analysis skills
• High level of professionalism in customer facing, audit driven environments
• Ability to manage competing priorities independently while maintaining compliance rigor

Education and Experience

• Bachelor’s Degree in Business, Supply Chain, Life Sciences, or related field preferred
• Minimum 5–7 years of customer service, account management, or operations experience
• Prior experience supporting GMP regulated clients strongly preferred

Physical demands: Must be able to work in an office environment as needed and balance travel to support sales strategy. Work is performed in an office environment, either at Langham or at a client location, with some exposure to warehouse environment for client tours, etc

Disclaimer: This job description is not intended to be all-inclusive. This position may be required to perform other related duties assigned to meet the ongoing needs of the organization. Langham reserves the right to modify job responsibilities and expectations as business demands evolve.