Client Relations Manager (Central Laboratory)

The primary role of the Relationship Manager is to focus on building strong long-term relationships with our clients, including but not limited to working closely with the client’s global Project Management team, oversight of client metrics, reviewing trends and quality issues across all internal areas, driving internal process improvements to better serve the customer with a focus on quality deliverables, driving consistency across client projects and most importantly, working with the client to understand current and upcoming needs in order to advocate for the client to internal parties.

Job Description

• As a Manager, the employee is expected to recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
• Travel (approximately 25%) domestic and/or international.
• Work with key clients to understand current and upcoming needs in order to plan internal resource needs, enhance and re-direct services as needed, and drive improvements to our services and deliverables best suited to the client, always with a view to fostering the lab-client partnership
• Prepare for and attend regular client meetings at a governance and operational management level to represent all of ICL and bring issues, concerns and future development needs back into ICL for consideration and implementation; Attends regular Protocol Review Committee meetings for capabilities considerations and for resource planning purposes; Involvement in Proposal Updates.
• Review client metrics, including assisting in metric collection as needed by the PM Team; investigate and troubleshoot quality issues from internally or externally driven complaints and/or client audits.
• Drive special projects surrounding Scientific or Operations Updates that require change management, client communication, and/or process updates.
• Review of all client-specific processes and documentation (e.g. Client-Specific Templates and Level 3 SOPs) to ensure relevance to current agreements with the client as well as adherence to the processes outlined.
• Proactively provide client training to enhance the relationship with ICL in general (e.g. best practices for ICO Labs use, understanding new study set-up needs and process, reconciliation between ICL and the client’s other vendors, etc….); Obtains feedback from client on areas of possible improvement to simplify the process of working with ICL.
• Reports regularly to Management and Business Development to ensure that client issues are communicated and escalated appropriately.
• Delivers high quality standards and strives for excellence; Acts in a proactive, flexible and responsive manner to customer needs; communicates with clarity of purposes, setting clear direction.
• Operates independently with a willingness to make decisions; Projects credibility and makes a professional and positive impression on others; Acts as a coach and mentor and shares expertise.
• Identifies the key elements of a situation and any gaps and inconsistencies in data. Makes rational judgments and quality decisions based on available information and analysis.
• Performs additional relevant responsibilities as requested by management.
• Authority:
• Access to all active and closed projects to obtain big picture view of our service levels.
• Ability to attend all client meetings with internal parties.
• Communication with internal and external vendors as required by job functions.
• Advocate for the client with all internal departments to drive process improvement in all lab areas.
• Review of Client Service SOPs with client-focus as the primary objective.

Role Requirements 

• You will possess a Bachelor of Science or local equivalent along with At least five years clinical lab, project management or related experience
• Knowledge of basic computer programs
• Excellent oral and written communication skills
• Experienced multi-tasker with the ability to work independently with a high degree of quality
• Must be self-motivated with an outgoing personality who works well in a team setting
• Proven track record in delivering focused customer service and client satisfaction
• Proven ability to proactively manage a broad variety of clinical studies
• Experience in managing projects and/or client relationship management
• Strong history of success in building client relationships and client retention experience
• Capable of quickly building good rapport with clients, assessing their needs and presenting features and benefits of ICL’s products and services
• Group presentation skills a plus
• Proven ability to utilize resources and successfully navigate an organization
• Knowledge and familiarity with the clinical trials industry
• Ability to effectively apply learned principles to broader situations
• Skilled in projecting and monitoring trends and performing risk management
• Ability to remain composed and even-keeled in stressful situations, performing effectively in spite of shifting priorities, workload and external pressures
• Accomplished as an action-oriented self-starter, actively seeking out self-improvement with a view to global thinking and team development

Benefits of Working in ICON

Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package.  This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.

We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.   

What’s Next?

Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.

 ICON is an equal opportunity employer - Minorities/Females/Disabled/Veterans and committed to providing a workplace free of any discrimination or harassment.