Cryoport Systems is the life science industry’s most trusted provider of supply chain solutions for temperature-sensitive materials, serving biopharmaceutical, IVF and surrogacy and animal health organizations around the world. Cryoport Systems' proprietary Cryoport Express® shippers, Cryoportal® Logistics Management Platform, leading-edge Smartpak™ Condition Monitoring System and geo-sensing technology paired with unparalleled logistics expertise and 24/7/365 customer support, make Cryoport Systems the end-to-end temperature controlled supply chain partner that you can trust.
POSITION SUMMARY
The Senior Manager - Commercial Operations will be a hands-on, detail-oriented leader responsible for acting as the key point of contact for all operational support related to sales, contracts, reporting, and process optimization. This position is responsible developing global procedures for the commercial team, and report on sales and commercial operations. Additionally, this role is expected to recommend ways to strengthen the sales and commercial operations processes with the goal of creating a global high-performing team.
This position will streamline best operational procedures into contracting, client onboarding in Cryoportal and training, as well as client account pricing setup, managing annual pricing increases and client communication, assist with manual orders and tracking of its revenue generation, and serve as a backup in proposal generation. This role will work closely with Sales/ Business Development, Finance, and Supply Chain Operations to ensure seamless execution of Cryoport Systems commercial strategy.
PRIMARY RESPONSIBILITIES (include but are not limited to)
• Contract & Pricing Operations:
a. Maintain contract and pricing documentation in compliance with internal policies.
b. Track contract lifecycle milestones and support pricing increase renewals and requested rate revised rate cards.
c. Serve as liaison between commercial, legal, and finance for contract processing.
• Sales & Business Support:
a. Client onboarding in Cryoportal and training, as well as client account pricing setup, managing annual pricing increases and client communication.
b. Provide direct operational support to the sales and growing commercial operations teams.
c. Support pricing models and annual price increases with proper communication, proposal generation when required, pricing models, and customer onboarding & training.
d. Collaborate with cross-functional teams to drive timely responses to RFls and RFPs.
e. Manage Salesforce data and improvement rollouts to ensure accuracy, timely pipeline visibility, and reporting integrity.
• Data & Performance Analytics:
a. Build and maintain elevated commercial dashboards to monitor key metrics (e.g., quarterly bookings, close dates, revenue and conversion rates).
b. Conduct ad-hoc data analysis to support leadership decisions and commercial strategy.
c. Develop forecasting and demand planning models in collaboration with Project
Management, Finance and Operations.
• Process Improvement & Project Management:
a. identify opportunities to streamline process workflows, particularly for temperature controlled logistics, kitting manufacturing, storage services, and clinical trial supply
management.
b. Lead initiatives to automate manual operations, document best practices globally and improve commercial responsiveness.
c. Document SOPs and train internal stakeholders on updated tools and processes.
• Customer Satisfaction:
a. Working with cross-functional teams to enhance customer satisfaction and drive retention by measuring every customer touch point and providing feedback to the organization.
COMPETENCIES & PERSONAL ATTRIBUTES
Communication - Excellent presentation skills (verbal and written) and strong understanding of analytic/statistical concepts with the ability to explain them to others.
Strategic Thinking - Ability to think broadly, create a shared vision, and embrace change as an opportunity.
Organizational Agility - Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network.
Process lmprovement - Committed to continuous improvement through empowerment and management by data; is willing to re-engineer processes from scratch.
Client Management - Understanding client needs and setting and managing appropriate client expectations within system, project, or contract constraints all while providing exceptional and enhanced customer service.
Team-building - Key stakeholder and collaborators are geographically dispersed. Getting results from ad hoc groups of disparate people is critical.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
Bachelor's degree in Business, Life Sciences, Logistics, or related field or 4-6 years of experience in commercial operations, biotech, or life sciences.
High proficiency in Excel, Salesforce (or similar CRM), and business intelligence/reporting tools.
Strong organizational, multitasking, and communication skills comfort wearing multiple hats.
Experience in a small team or individual contributor role; able to operate independently with limited oversight.
Familiarity with temperature-sensitive logistics, clinical supply chain, or sample management preferred.
Knowledge of international documentation and global trade requirements
Knowledge of dangerous goods regulations related to labelling, packaging, and conveyance
Knowledge of cold chain shipping solutions (containers, temperature control media, monitoring devices)
COMPENSATION
up to $100k depending on experience + bonus +stock + 401k + benefits