Associate Technical Client Manager (Pharmaceutical)

SGS • Lincolnshire, IL

2d

About The Position

The Associate Technical Client Manager acts as a liaison between select major clients and the laboratory, providing technical support and advice to maintain customer satisfaction. The role supports client project scoping, quoting, sample intake, and communication with laboratory operations, project managers, and the business development team. It also mentors and backs up Client Services Associates as needed and supports regulatory requirements for GMP, GLP, and ISO standards.

Requirements

• Bachelor's degree in Pharmacy, Biotechnology, Biology, Chemistry, or a related science.
• At least 3 years of experience working as a scientist in a laboratory environment or equivalent.
• Thorough knowledge of Regulatory Affairs and pharmaceutical development, with emphasis on CMC.
• Strong negotiation, communication, customer relations, and interpersonal skills.
• Self-starter with an entrepreneurial attitude.
• Ability to multi-task to meet required sample turnaround times and client satisfaction needs.

Nice To Haves

• At least 2 years of experience in a customer/client contact position.

Responsibilities

• Prepare and oversee responses to smaller project quotes.
• Coordinate, lead, and document client meetings for project scoping and quoting, including agendas and meeting minutes.
• Respond to complex client inquiries by phone, web, and email, provide information, and record details in the request tracking tool as appropriate.
• Provide technical support to the Business Development Team.
• Work with operations and sales to scope project work, prepare client proposals, and forward proposals to appropriate sales staff.
• Notify operations of incoming samples after receiving a signed quote or contract.
• Participate in kick-off meetings for larger projects and hand over project management to a project manager once samples are in-house.
• Follow up with customers to ensure samples arrive as specified in the contract.
• Communicate client needs to project managers and operational staff.
• Handle daily client interactions regarding project requirements and activities before samples arrive.
• Represent the customer in the laboratory and manage business-related service-quality complaints from initial enquiry through payment.
• Resolve sample-, documentation-, and methodology-related issues with clients before booking samples for testing.
• Refer significant new client opportunities to the business development group.
• Mentor and provide backup for Client Services Associates when needed.
• Comply with regulatory requirements supporting GMP, GLP, and ISO standards where involved.
• Multi-task to meet sample turnaround times and client satisfaction requirements while working regularly with Laboratory Managers.

Benefits

• Medical, dental, and vision insurance
• Life insurance
• Employee wellness programs
• Competitive pay
• 401(k) with company match and immediate vesting upon enrollment
• Employee referral program
• Annual bonus target
• Online training courses
• Virtual and classroom development experiences
• Tuition reimbursement program
• Paid time off, including vacation, sick time, company holidays, floating holidays, and volunteer time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level