Manager, Project Management Team

Who We Are & What We Do We are a global life sciences solutions provider, delivering agile clinical trial and diagnostic services that help our customers navigate the complexities of lifechanging innovation. With over 40 years of experience in custom kitting and clinical trial support, our Clinical Services team combines deep technical and regulatory expertise with a strong track record of delivering high-quality products and tailored solutions that our customers trust. Through our Biorepository, Kitting, and Equipment & Ancillaries businesses, Resonant helps customers manage complexity, reduce risk, and support critical clinical programs around the world. With more than 850 employees across the U.S., U.K., and Europe, Resonant manages more than 100 million research assets in storage, and has supported more than 2,500 clinical trials and facilitated more than 20,000 customer-site shipments. The company serves pharmaceutical and biotechnology companies, contract research organizations (CROs), contract development and manufacturing organizations (CDMOs), and diagnostic and reference laboratories. Resonant’s mission is to empower its partners with comprehensive, global clinical supply chain and sample lifecycle solutions that remove complexity and enable them to focus on science and patients. Role Mission This role is hybrid, 4 days per week at our Leesburg location. What We are Looking For: The Manager, Project Management Team is a people-first leader who owns the end-to-end customer experience for an assigned portfolio of accounts while building and coaching a team of Project Managers and Project Support staff. This role exists to bring consistency to how Customer Success operates across the organization: standing up documented processes where none exist today, identifying and driving process improvement initiatives that benefit the entire global Customer Success team, and continuously clarifying roles and responsibilities so that every team member understands what falls inside – and outside – their remit. This Manager will partner closely with Business Development, Operations, and business unit leadership to protect customer satisfaction and retention while actively surfacing opportunities to cross-sell services across business units. Key Responsibilities How You Will Thrive and Create an Impact Customer & Account Leadership Serve as the escalation point and trusted advisor for an assigned portfolio of customer accounts, building long-term relationships built on responsiveness and follow-through. Own customer satisfaction, retention, and account health; proactively identify risk and lead resolution before issues escalate. Conduct periodic account reviews (e.g., QBRs) to strengthen relationships and identify opportunities for expanded services. Ensure contractual obligations, service levels, and project launch timelines are consistently met. Educate customers on the full breadth of the organization's capabilities and actively identify and route opportunities to cross-sell services across business units to Business Development. People Leadership, Coaching & R&R Clarity Lead, mentor, and develop a team of customer Project Managers and Project Support staff, fostering a culture of accountability, collaboration, and continuous improvement to ensure high performance. Set clear objectives and expectations for direct reports, and engage in ongoing, two-way conversations with the team to continuously clarify roles and responsibilities (R&Rs) as work evolves. Recognize and address scope creep in either direction – stepping in when a team member is absorbing work beyond their role, and coaching when someone is under-delivering against their remit – so accountability stays clear and workload stays balanced. Deliver regular coaching, feedback, and performance evaluations that support individual growth and team performance. Support recruiting, onboarding, and disciplinary processes for the Customer Success team…

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