Associate Technical Client Manager

SGS•Lincolnshire, IL

3d•$29 - $36

About The Position

The Associate Technical Client Manager acts as a liaison between select major clients and the laboratory. The role provides technical support and advice to clients, supports the Business Development Team, and coordinates client requirements with sales, project management, and laboratory operations. The position manages client interactions and business-related service-quality complaints from initial enquiry through payment, and supports compliance with applicable GMP, GLP, and ISO requirements when involved.

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 multitask to meet sample turnaround-time and client-satisfaction requirements.

Nice To Haves

At least 2 years of experience in a customer or client contact position is preferred.

Responsibilities

Prepare and oversee responses to smaller project quotes.
Coordinate client teleconferences and in-person meetings with clients and the Business Development Team; run meetings and prepare agendas and meeting minutes for project scoping and quoting.
Provide clients with technical support and advice to help maintain customer satisfaction.
Respond to phone, web, and email enquiries about complex jobs, 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 and prepare client proposals, and forward proposals to appropriate sales staff.
Notify operations of incoming samples after receiving a signed quote or contract.
Participate in kickoff meetings for larger projects and hand project management to a project manager once samples are in-house.
Follow up with customers to ensure receipt of samples as specified in the contract.
Understand client needs and communicate them to project managers and operational staff.
Handle daily client interactions about project requirements and activities before samples arrive.
Represent the customer in the laboratory and manage business-related service-quality complaints from enquiry through payment.
Resolve sample, documentation, and methodology issues with the client before booking samples for testing.
Refer significant new client opportunities to the Business Development group.
Mentor Client Services Associates when needed.
Provide backup for Client Services Associates when needed.
Comply with regulatory requirements supporting GMP, GLP, and ISO standards when involved.
Multitask 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 and virtual and classroom development experiences.
Tuition reimbursement program.
Paid time off, including vacation, sick time, company holidays, floating holidays, and volunteer time.