Manager, Client Services PCS

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.

The Manager, Client Services PCS oversees teams of client services staff covering PCS services.

Job Description

• Actively supports the growth and integration of service areas with ICON's Clinical & Scientific Research (PCS).
• Proactively and independently expands knowledge base on constantly evolving industry trends and news and best practices.
• Maintains acute awareness of the pharma / biotech / medical device industry landscape as it relates to department specific service-related trends and challenges and guides awareness for junior staff.
• Drives understanding and awareness of project team members on the nature of client relationships and supports the building/broadening of these relationships where appropriate.
• Proactively develops new business opportunities and drives revenue growth through regular and meaningful communication.
• Develops and mentors staff through training and coaching opportunities and by creating process guides, best practice documents and other materials.

FUNCTIONAL

• Serves in a leadership role on the Client Relationships & Engagement department, monitors and ensures client services staff are providing a level of service to customers which falls within our high standards
• Conduct initial needs assessment based on client-provided information, identify necessary resources for the proposal team.
• Identifies and assesses risk in projects and builds in assumptions to the proposal to address those risks.
• Actively contributes to organizational learning by obtaining client feedback and tracking issue resolution.
• Facilitates and leads client meetings and internal project kick-off meetings.
• Supports the development of new staff by carrying out designated training plan and serving as a mentor.
• Maintain department-specific proposal tools including the costing tools, experience database, proposal content library.
• Responsible for ensuring compliance with all relevant SOPs, policies and procedures.

Requirements

• Bachelor's degree in a related field preferred
• Familiar with Laboratory Services software preferably LIMS
• Minimum of 2 years of experience working in a Manager role or a lead

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.