Client Manager

CareAbout•Laval, QC

13d•Onsite

About The Position

Provides exceptional client experience by enhancing communication and building strong relationships with clients. Primary host for all client visits, except regulatory audits and study specific visits, to introduce company capabilities and to understand client's needs. Manages and monitors customer satisfaction program.

Requirements

DEC or BAC specializing in business or life science
2+ years experience related experience in project management and/or client facing position with training in the biotech, pharmaceutical or CRO industry
Bilingualism (French and English)
Basic computer skills including Microsoft Office suite (Teams, Word, Excel, PPT)
Communicates effectively with all levels of individuals throughout the company
Demonstrated performance in delivering results
Brings logical resolutions to conflicting interests and priorities
Strives for continuous improvement of processes
Need to be able and available to travel to our different sites in US and in Quebec, Canada as needed for client visits.

Nice To Haves

Familiarity with Salesforce preferred
Familiarity with Smartsheet preferred

Responsibilities

Responsible to arrange and host visits for clients.
Work as a conduit between strategic clients, Business Development (BD) and Operations to keep the program on track.
Ensure key information on the client's program and strategy will be shared and clearly communicated among the organization.
Provide program tracker and monitor the timeline of key events of the program.
Facilitate project team meetings, cross-functional communication and decision making, ensuring alignment with internal and external stakeholders, including authorship of agendas and meeting notes.
Proactively seek solutions to avoid potential delays.
Perform role as client advocate in support of client satisfaction.
Monitor budget and manage timely contract/amendment/invoice issuance.
Drive issue resolution.
Identifies, recommends and implements opportunities for streamlining team and business processes to bring efficiency and consistency.
Research clients' R&D pipelines and assist in achieving corporate financial goals through anticipating and proactively planning for their future programs.
Work with other project managers to provide a consistent process to manage clients’ projects and expectations.
Responsible for managing Client Satisfaction Program and reporting out monthly results and quarterly summary to management.
Assist Business Development/Marketing group to coordinate and manage BD's weekly business update calls and communicate high probability program or strategic activities to management.
Provide back up support for other Project/Program Manager(s).
Provide backup data entry support to pertinent systems (i.e., Sales Force); generate necessary reports from data for tracking proposal activities.