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About the Role

Develop strong client relationships, provide functional leadership for program management, and implement sales and growth strategies for an assigned client portfolio. This involves collaborating with various client departments and providing account status updates to leadership.

Responsibilities

• Perform planning, organizing, and managing of information and resources for client requests.
• Interface with clients to manage expectations and resolve issues.
• Manage communication between assigned accounts and laboratories/offices.
• Develop additional service offerings to existing accounts.
• Achieve annual incremental growth and sales targets.
• Lead creation of service proposals, quoting, price negotiation, discounts, contracts, and RFPs.
• Manage client meetings and presentations, and participate in training seminars/tradeshows.
• Maintain account activities in Sales Force.com.
• Grow market share of major OOA program clients.
• Lead development, implementation, and maintenance of internal/external client documentation, SOPs, quality assurance protocols, and compliance.
• Escalate issues that do not meet client expectations.
• Monitor, identify, and communicate risks or opportunities.
• Continually improve client programs for efficiency and effectiveness.
• Utilize knowledge of client non-technical program requirements for benchmarking.
• Support creation and execution of quarterly account reviews (SBR).
• Analyze data comparisons to standardize and improve client programs.
• Perform other duties as assigned by Manager.

Requirements

• Excellent customer focus.
• Act as client advocate.
• Ability to interpret technical information and translate into common terminology.
• Strong analytical, problem solving, attention to detail, and process improvement skills.
• Ability to work well under pressure, handle crisis situations, and balance multiple tasks.
• Excellent communication and interpersonal skills.
• Effectively communicate with a cross-cultural workforce and client base.
• Team player able to work effectively across different departments, functions, and environments.
• Responsible and self-directed.
• Strong work ethic and excellent client service skills.
• Ability to take ownership of projects to drive to successful completion.
• Ability to perform with a sense of urgency and sensitivity to deadlines.
• Business acumen (forecasting sales, evaluating customer needs).
• Working knowledge of the regulatory industry and technical knowledge.
• Proficiency in MS Office and Lotus Notes.

Skills

• Customer focus
• Client advocacy
• Technical information interpretation
• Analytical skills
• Problem solving
• Attention to detail
• Process improvement
• Working under pressure
• Crisis management
• Multitasking
• Communication skills
• Interpersonal skills
• Cross-cultural communication
• Teamwork
• Responsibility
• Self-direction
• Work ethic
• Client service
• Project ownership
• Urgency
• Deadline sensitivity
• Business acumen
• Sales forecasting
• Customer needs evaluation
• Regulatory industry knowledge
• Technical knowledge
• MS Office proficiency
• Lotus Notes proficiency

Experience Level

• 2 years cumulative experience with high level client administration

Education Level

• 4 year degree in a related field
• MBA desirable
• Equivalent combination of education and experience may be accepted

Salary/Compensations

• $70k-75k annually