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Title:  Senior Customer Account Manager

Requisition ID:  55653
Date:  Sep 9, 2023

Dublin, Leinster, IE

Department:  Sales



Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.


At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.


The Customer Account Manager will report to the Sales & Business Development Director and is responsible for maintaining and commercially growing existing West customer accounts by providing ‘Best in Class’ customer support and service. The role will also carry responsibility for supporting the development of new business with new and existing accounts.



  • Must have a minimum of a Degree in a relevant discipline (Business/Finance/ Engineering) and at least 5 to 7 years customer relationship / commercial experience.
  • Must have a proven track record in business winning and business development.
  • Must have an ability to effectively work as part of a multi-disciplined team in a business to business environment.
  • Must have strong negotiation skills and commercial acumen.
  • Must have excellent written and verbal communication skills.
  • Must be able to work in a fast paced environment.
  • Must be flexible and adaptable and be able to travel as required by the position.
  • Must be able to organize and prioritise tasks, must be detail orientated and self-motivated.
  • Must be able to deal with all levels of employees and work across various departments.
  • Knowledge of the Medtech/Pharma Business
  • A background or knowledge of Injection mould tooling and design and general moulding systems would be an advantage.
  • International business experience preferred.


Essential Duties and Responsibilities:

  • As a member of the Sales team, the Customer Account Manager will assist in the strategic development of existing accounts within West customers. 
  • Responsible for the effective commercial management of existing accounts and achieving the associated annual targets for those accounts (with respect to revenue, margin and cash flow and developing the business within those target accounts aligned to the West Five Year Plan).
  • Develop with the Sales & Business Development Director a compelling strategic sales plan for the region and deliver on its execution
  • Responsible for ensuring consistent and effective communication between West and its customers including timely feedback of customer concerns / dissatisfaction.
  • Identify key decision makers within target accounts, and develop relationships leading to the development of a pipeline of new opportunities in line with business strategy.
  • Responsible for negotiating and putting in place legal agreements with existing customers (new and existing CDA’s / Supply agreements) by ensuring that they are compliant with corporate West policy and in line with the broader corporate relationship within any key account.
  • Responsible for the co-ordination and preparation of commercial bids for new business within existing accounts.
  • Responsible for maintaining and building relationships within the customer’s organisation as measured through appropriate KPI’s e.g. Balanced Score Card, West customer surveys and / or customer feedback mechanisms. 
  • Responsible for ensuring that the provisions of contracts are invoked and maintained as programs progress with the support of the relevant Program Managers and Business Unit Managers.
  • Providing input / assistance to the drafting of Capex documentation for internal approval in support of customer programs / projects.
  • Responsible for ensuring the timely submission of account reports and plans in support of corporate communications and reviews.
  • Maintain market awareness and understand end-user needs. Participate in industry forums (conferences & exhibitions)
  • Participate in West Global Account teams as required to ensure that the strategy and approach is aligned across regions and that all global opportunities are identified and targeted.
  • Act in accordance with the company’s Guiding Principles and adherence to the corporate Code of Conduct.
  • Compliance to all site Environmental, Health and Safety requirements, training and regulations.
  • Compliance to all local site company policies, procedures and corporate policies.
  • Perform additional duties at the request of the direct supervisor.







West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

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