Client Relations Manager

Client Relationship Manager

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.

With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

• 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.

• 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.