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About the Role

Develop strong and sustainable working relationships with assigned clients, providing functional leadership for client program management. Develop and implement sales and growth strategies for an assigned client portfolio, including global clients and locally managed strategic accounts. Collaborate with various client departments such as quality assurance, regulatory compliance, logistics, legal, product development, and buying/merchant teams. Provide updates and overall account health status to Regional Leadership.

Responsibilities

Perform all aspects of planning, organizing, and managing information and resources for successful client request management.
Interface with clients to calibrate expectations with performance and resolve or escalate issues.
Manage communication between assigned accounts and BVCPS laboratories and operating offices.
Develop additional service offerings to existing accounts to maximize BVCPS engagement.
Achieve annual incremental growth and assigned sales targets.
Lead creation of service proposals, quoting, price negotiation, discounts, contracts, and RFPs.
Manage client meetings and presentations, and participate in training seminars and tradeshows.
Maintain account activities in Sales Force.com.
Grow market share of major OOA program clients.
Lead development, implementation, and maintenance of internal and external client documentation, SOPs, QA protocols/standards, and compliance.
Escalate issues that do not meet client expectations for engagement and resolution.
Monitor, identify, and communicate risks or opportunities based on account health.
Continually improve client programs for efficiency and effectiveness.
Utilize knowledge of client non-technical program requirements to benchmark programs.
Support creation and execution of quarterly account reviews (SBR).
Analyze data comparisons to standardize and improve client program efficiency and effectiveness.
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 simultaneously.
Excellent communication and interpersonal skills, including effective communication 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 for effective and responsive client interaction.
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 skills
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

Location

Buffalo

Work Type

Typically, Monday through Friday, 40 per week. Must be flexible to meet the needs of the department and complete other projects as assigned.

Experience Level

2 years cumulative experience with high level client administration

Education Level

4 year degree in a related field, MBA desirable
An equivalent combination of education and experience may be accepted in lieu of above.