About the role
Account Liaison
The Account Liaison is responsible for managing key customer accounts, guiding order fulfillment, providing proactive support, and helping drive continuous improvement—all within a collaborative, mission-driven culture backed by Danaher. If you're a strong communicator who enjoys balancing customer advocacy with operational excellence, we'd love to have you help accelerate the pace of life-changing science.
This position reports to the Manager, Account Services and is part of the Customer Care Department and located in either the Coralville, Iowa or Raleigh, North Carolina and will be an on-site role.
In this role, you will have the opportunity to:
- Build and maintain rapport with assigned accounts by providing timely and accurate customer service that addresses all order management needs
- Gather and verify customer requirements to determine the corresponding product offering required for quote and order processing
- Use IDT systems and tools to create accurate quotation offers and sales order records; collate information from multiple IDT applications and knowledge resources to provide informed order status updates
- Ensure order acceptance and fulfillment processes adhere to terms outlined in commercial agreement. Monitor that all customer obligations are met for minimum purchase commitments or minimum revenue requirements to ensure as needed
- Plan and/or facilitate conference calls for assigned accounts to support recurring business needs.
The essential requirements of the job include:
- Bachelor’s degree with 2+ years previous experience in a Customer Relationship Management role OR Associate’s degree with at least 3 years of Danaher experience AND Customer Relationship Management experience
- Experience identifying processes in need of optimization and suggesting solutions for continuous improvement
- Critical thinking skills and ability to manage multiple priorities while communicating with both internal and external stakeholders and customers
- Strong oral and written communication skills
It would be a plus if you also possess previous experience in:
- Salesforce (or similar CRM) experience
- Facilitating calls / taking cold calls
- Scientific background
About IDBS
IDBS helps BioPharma organizations unlock the potential of AI/ML to improve the lives of patients. As a trusted long-term partner to 80% of the top 20 global BioPharma companies (1), IDBS delivers powerful cloud software and services specifically designed to meet the evolving needs of the BioPharma sector. IDBS, a Danaher company, leverages 35 years of scientific informatics expertise to help organizations design, execute and orchestrate processes, manage, contextualize and structure data and gain valuable insights throughout the product lifecycle, from R&D through manufacturing. Known for its signature IDBS E-WorkBook software, IDBS has extended its flexible, scalable solutions to the IDBS Polar and PIMS cloud platforms to help scientists make smarter decisions with assured confidence in both GxP and non-GxP environments. 1. Rank measured by Market Cap, Q1 2024. Learn more about: - IDBS E-WorkBook: https://www.idbs.com/products/e-workbook/ - IDBS Polar: https://www.idbs.com/polar/ - IDBS PIMS: https://www.idbs.com/skyland-pims/ IDBS is proud to be part of Danaher, a global life sciences and diagnostics innovator committed to accelerating the power of science and technology to improve human health. As part of Danaher, IDBS is connected to a uniquely broad ecosystem of expertise, technologies, and capabilities. Together, we partner closely with customers to solve their toughest challenges with greater speed and certainty. Powered by the rigor of the Danaher Business System and a culture of continuous improvement, we make time a competitive advantage for our customers and help unlock the transformative potential of science and technology to improve billions of lives every day.