Client Program Manager I

McKinney Specialty Labs•Richmond, VA

8d•Onsite

About The Position

McKinney Specialty Labs is seeking a Client Program Manager to understand client objectives and oversee client projects from inception to completion. The CPM is the primary point of contact between clients and the team, ensuring client satisfaction and that needs are addressed promptly and effectively. The role establishes project timelines, identifies laboratory resources, and coordinates with internal team members and stakeholders for smooth project execution. It also includes high-level project management, account planning, and identifying opportunities for business growth within existing client accounts. The position is based at McKinney Specialty Labs’ state-of-the-art facility in Richmond, Virginia. The company provides scientific testing and global regulatory science solutions for nicotine and other aerosolized products. The role may require on-site attendance for client visits and audits as applicable. The stated expected salary range is $60,000 to $65,000 per year, with starting pay based on qualifications, experience, and role requirements.

Requirements

Bachelor of Science or Bachelor of Arts in Chemistry, Sciences, Business Administration, or a related field, and/or equivalent experience.
Strong scientific background and general understanding of scientific concepts and processes, with the ability to learn and understand technical content.
Strong written, verbal, and interpersonal communication skills, including listening and problem-solving abilities.
Ability to work as part of a team and communicate effectively with people inside and outside the company.
Ability to multitask, prioritize, and execute in a fast-paced environment.
Strong time-management, organizational, planning, leadership, and project-management skills.
Professional demeanor and strong customer-service skills.
Proficiency with Microsoft Excel, Word, PowerPoint, and Teams.
Familiarity with CRM best practices.
Must be able and willing to be on site for client visits and audits as applicable.

Nice To Haves

Strong customer-service skills, including experience balancing the needs of internal and external clients.
Experience managing professional-services contracts.
Familiarity with data analysis and reporting.
Knowledge of ISO 17025.
Experience with HubSpot or a similar CRM.

Responsibilities

Facilitate and coordinate quote, proposal, and RFP production and delivery from initial client contact through purchase order.
Identify internal stakeholders needed to support successful work and address client needs and questions.
Schedule and lead meetings between clients and subject matter experts.
Develop client solutions by leveraging technical resources from the McKinney Regulatory Science Affairs network and subject matter experts.
Serve as the main client contact, including sending quotes, sales orders, and draft data.
Oversee communication from laboratory staff to customers about testing procedures, results, and problems.
Maintain positive client relationships and inform clients about current service offerings and capabilities.
Facilitate client onboarding, non-disclosure agreements, and master service agreements.
Coordinate the setup of new vendors and subcontractors.
Create and maintain project slides and trackers on a weekly or as-needed basis for client calls.
Update and maintain the CRM to track quote activity, pipeline forecasts, and client feedback.
Identify opportunities and risks, including risks that could substantially alter the value proposition and risks from failing to keep up with market trends.
Track project and total quote spend, request invoices from finance, and review and approve invoices.
Monitor and communicate with clients, work with the laboratory to improve procedures where necessary, and share results with the Senior Management Team to ensure customer satisfaction.