Client Relationship Manager

Client Relationship Manager - ICON Laboratories

Location: Farmingdale NY or Blue Bell, PA

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.

Client Relationship Manager

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.

To be successful in the role, you will ideally have:

• 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:

Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs.  In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.

Salary range:

$108,144 to $135,180

Actual compensation will be determined based on factors such as geographic location, work experience, education/training, and skill level.   You may be eligible for a bonus, stock compensation and commissions in some cases depending on your role and performance.

Visit our careers site to read more about the benefits ICON offers.

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