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Client Relations Manager (Home Based)

Boston, Massachusetts
Permanent
Reference: 060800_1573228850
Description

Client Relationship Manager

Location: Boston, MA or Home-Based
Do you have 4-5 year experience working within a clinical lab or as a Project Manager? Do you thrive in a busy environment and enjoy building long term relationships with clients and colleagues alike?
ICON Plc has a fantastic opportunity for a Client Relationship Manager to join our team.
As Client Relationship Manager, your main focus will involve working closely with our client's global Project Management team to understand current and forecasted needs in order to advocate for the client internally within ICON.
You will have oversight of client metrics, reviewing trends and quality issues across all internal areas, driving internal process improvements to better serve our customers.
Role responsibilities include:
  • Working with key clients you will understand existing and projected requirements in order to plan internal resource needs, enhance and re-direct services as needed.
  • Represent the Central Lab at regular client meetings where you will discuss each project and provide progress updates and receive feedback.
  • Review client metrics, including assisting in metric collection as needed; investigate and troubleshoot quality issues.
  • Drive special projects surrounding Scientific or Operations Updates that require change management, client communication, and/or process updates.
  • Actively provide client training to enhance the relationship with the Central Lab.
  • Partnering with Management and Business Development to ensure that client issues are communicated and raised appropriately.
  • Delivers high quality standards and strives for excellence; Acts in a can-do, 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.
  • Performs additional relevant responsibilities as requested by management.
Experience & Knowledge Requirements:
  • At least five years clinical lab, project management or related experience.
  • You will be dedicated to building lasting relationships amongst cross-functional teams.
  • Excellent oral and written communication skills.
  • Strong presentation skills.
  • Possess the ability to work independently with a high degree of quality.
  • You will be self-motivated with an outgoing personality and work well in a team setting.
  • Consistent track record in delivering focused customer service and client satisfaction.
  • Proven ability to actively lead a broad variety of clinical studies.
  • Experience in managing projects and/or client relationship management.
  • Knowledge and familiarity with the clinical trials industry.
  • Ability to remain composed and even-keeled in stressful situations, performing effectively in spite of shifting priorities, workload and external pressures.
Benefits of Working in ICON
ICON enjoys a strong reputation for quality and is focused on staff development. We make it our mission to attract the most diverse and creative minds into the business and we continually strive to provide opportunities for our people to excel, grow and build a great career.
We understand that our greatest asset is the skills and talents of our people and they are truly what set us apart. Other than working with a phenomenal team of smart and ambitious 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.
ICON is an equal opportunity employer Minorities/Females/Disabled/Veterans and committed to providing a workplace free of any discrimination or harassment
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