Client Relationship Manager

POSITION SUMMARY

The primary role of the Client 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, Business Development, oversight of client metrics, reviewing trends and quality issues across all internal areas, driving internal process improvements and those shared with the client 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.

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JOB FUNCTIONS & RESPONSIBILITIES

• Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.

• As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.

• 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 ICON Laboratory Services and bring issues, concerns and future development needs back into the lab for consideration and implementation; Attends regular Protocol Review Committee meetings, if applicable, for capabilities considerations and for resource planning purposes.

• Review client metrics, including assisting in metric collection as needed by the PM Team; Assist in the investigation of quality issues, as needed, whether driven internally, externally or from 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 operational 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; Work with PM Leadership to create, maintain and regularly review client-specific standards to ensure that ICON processes are in compliance with client-specific standards.

• Proactively provide client training and lessons learned sessions aimed at enhancing the overall relationship (e.g. best practices, understanding ICOLabs, the set-up process, reconciliation  needs, etc...); Obtain feedback from the client on possible improvements to simplify our shared processes.

• Deliver high quality standards and strives for excellence; Act in a proactive, flexible responsive manner to assess and address customer needs; communicate with clarity of purpose, set clear direction; Report regularly to and receive internal feedback from operational leadership within ICON in order to ensure that client issues are communicated and escalated appropriately.

• Operate independently with a willingness to make decisions; Project credibility and make a professional and positive impression on others; Act as a coach and mentor and shares expertise.

• Identify the key elements of a situation and any gaps and inconsistencies in data. Make rational judgments and quality decisions based on available information and analysis.  Act as a mentor/role model for Project Management staff.

• Perform 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 and external parties, as needed.

• 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.

EXPERIENCE, SKILLS, KNOWLEDGE REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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

*An alternative combination of experience, education, and training determined by management to be equivalent to the foregoing.

EDUCATION

·         Bachelor’s degree or relevant experience.

BENEFITS OF WORKING AT 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 IS 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 - M/F/D/V and committed to providing a workplace free of any discrimination or harassment.

A valid work permit (Stamp 4) or EU passport is required to apply for this position.