Client Success Manager - Firecrest

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it.
If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

• 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.

Sponsor Facing
• To demonstrate excellent communication skills
• To demonstrate excellent presentation skills
• To develop and maintain excellent client relationships where required*
• To manage project related issues during the lifecycle of all assigned projects in collaboration with SPM*
• To develop and maintain excellent relationships with ICON, Sponsor and third party teams*.
• Facilitate post-project evaluations e.g. project closeout, action and assign ownership of any resulting actions*
• To collaborate with SPM to ensure up-front pre-requisite items are in place to support the project (e.g. client deliverables, customer requirements/solution specification, etc.)*
• To monitor client satisfaction trends together on a monthly basis*
• To review and manage any client related or product content issues with production, process or product content and mitigate, find solutions to address any possible conflicts*
• To represent Firecrest to the highest standard at all client meetings
• Client relationship management, build and maintain relationship with client through project delivery*.

Project Management
• To demonstrate a strong ability to work as part of a team
• To manage and motivate a production team to deliver projects on time and within budget*
• To feedback on team and team member performance*
• To facilitate production process improvements*
• To ensure provision of project source material and project IT infrastructure*.
• To ensure changes in scope are appropriately managed*
• Conduct project related meetings e.g. handover meeting, kick-off meeting (via teleconference or face-to-face)*
• Complete and communicate Project Plan*
• Attend daily scrum*
• Complete Risk Register Issues & demonstrate and apply risk and issue mitigation strategies*
• Set up all relevant Project Meetings*
• Provide all project related information from Sponsor to team*
• Manage and supervise the production team*
• Report KPIs on a weekly basis*
• Deal with any project progress delays promptly*
• Drive continuous improvement with the production team*
• *Travel (approximately 20%) domestic and/or international.
• Other duties as assigned.

Benefits of Working in ICON:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON 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.