Serves as the primary client interface point for site operations. Performs day-to-day client project and business tasks that support commercial and development products. Maintains primary client relationship communication to maximize client services and satisfaction. Manages a defined portfolio of clients and projects with low complexity such as stability projects, simple commercial projects and various other project initiatives.
Manages day-to-day activities of client accounts that are smaller in scope and revenue size. Serves as the primary contact for demand delivery.
Facilitates business review meetings, meeting agendas, meeting minutes, and maintains all primary contact and primary team contact information.Leads engagement with the Voice of the Client (VOC) and maintains the VOC client survey schedule. Guides and coordinates new project kick-offs and other ad hoc technical meetings.
Creates and/or maintains the project schedule by following the project timeline. Oversees forecasting and demand planning for client resource allocation purposes in order to improve forecast accuracy of client portfolio.
Creates and/or maintains on ChangePoint deliverables.Initiates process for triggering invoicing to clients, adheres to best financial practices, and tracks revenue of the project.Supports Business Management and Portfolio Management Teams with profitability and pricing management.
Ensures resolution of significant issues with the client through coordination and collaboration of internal functional resources to identify, propose and carry out an efficient plan to settle the issue, while protecting company and client’s interests and image.(i.e. batch production issue resolutions and quality investigations).
Serves as the client site representative, primary contact for client service requests, and primary contact for initial client escalations. Works closely with Project Manager and Business Manger to ensure best in class service for the client.
Ensures client’s forecast are represented accurately and inputs the demand into the Site & Operation (S&OP) cycle by maintaining and tracking monthly revenue forecasts from project activities and supplemental services.
Ensures contract compliance, facilitates capture for execution of additional services, and performs annual contract pricing.
Ensures proper project close out and yearly maintenance of commercial products.Co-facilitates launch reviews and project closure.
Reviews and implements contract amendments (Change of Scope / Project Expansions) for new work in accordance with the proper financial accountability limits.
Contributes to identifying new sales/portfolio expansion opportunities within the site processes by working withBusiness Manager and Sales.
Bachelor’s degree in Science, Business or related field.
Zero to three years of pharmaceutical industry or and/or client interface experience preferred.
Equivalent combinations of education, training, and relevant work experience may be considered.
Some understanding of project management principles is preferred. Knowledge of GMP and pharmaceutical industry is preferred. Previously held role in technical capacity or equivalent technical experience preferred. Strong interpersonal and communication skills. Negotiation skills. Well organized, and detail oriented. Leadership and conflict resolution skills preferred. Ability to prioritize multiple tasks across a portfolio of projects. Responsible for the client experience.
Position requires ordinary ambulatory skills and physical coordination sufficient to move about office locations; visual acuity to use a keyboard, computer monitor and read materials for prolonged periods of time.