Client Program Manager I

MCKINNEY SPECIALTY LABS•Richmond, VA

9h•$60,000 - $65,000

About The Position

McKinney Specialty Labs is seeking a Client Program Manager (CPM) to understand client objectives and oversee client projects from inception to completion. The CPM is the primary point of contact between clients and internal teams, ensuring client needs are addressed promptly and effectively and that services are delivered to the client's satisfaction. The role establishes project timelines, identifies required laboratory resources, coordinates internal stakeholders, and supports smooth project execution. It also involves high-level project management, account planning, and identifying opportunities for growth within existing client accounts. The position requires being able and willing to be onsite for client visits and audits as applicable. McKinney Specialty Labs is located in Richmond, Virginia.

Requirements

Strong scientific background and ability to learn and understand technical content.
Excellent verbal and written communication skills, listening skills, and problem-solving ability.
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.
Excellent time-management and organizational skills.
Professional demeanor and strong customer-service skills.
Proficiency with Microsoft Excel, Word, PowerPoint, and Teams.
Familiarity with CRM best practices.
BS/BA in Chemistry, Sciences, Business Administration, or a related field, and/or equivalent experience.
Leadership, problem-solving, time-management, planning, and project-management skills.
General understanding of scientific concepts and processes, with the ability to learn and understand technical content.
Must be able and willing to be onsite 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 quotes, proposals, and RFPs from initial client contact through purchase order.
Identify internal stakeholders needed to support project success and address client needs and questions.
Schedule and lead meetings between clients and subject matter experts.
Develop client solutions by leveraging technical resources within 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 services and capabilities.
Facilitate client onboarding, non-disclosure agreements, and master service agreements.
Coordinate the setup of new vendors and subcontractors.
Coordinate the creation and maintenance of project slides and trackers for client calls.
Maintain the CRM tracking quote activity, pipeline forecasts, and client feedback.
Identify opportunities and risks, including risks that could substantially affect the value proposition or arise from failing to keep up with market trends.
Track project and total quote spending, request invoices from finance, and review and approve invoices.
Monitor and communicate with clients to ensure satisfaction, work with the laboratory to improve procedures where necessary, and share results with the Senior Management Team.