Client Services Manager (Cardiovascular)

Medical Metrics Inc•Houston, TX

20h•Onsite

About The Position

Medical Metrics Inc. (MMI) is a fast-growing, independent imaging core laboratory based in Houston, TX. MMI provides image analysis and consulting services to medical device, biologics, and pharmaceutical companies in support of their clinical trials and product R&D. The Client Services Manager (CSM) (Cardiovascular/CV) is MMI’s primary point of contact for client relationship management. Primary responsibilities include proposal development and delivery, client liaison and retention, communication, and relationship building, as well as leading MMI’s interactions with CV thought leaders and business partners. The CSM (CV) will collaborate with staff from Operations, Technology Enablement, Finance & Accounting, and other divisions within the Client and Scientific Solutions (CSS) department to produce comprehensive, technically sound proposals and other business documents. The CSM (CV) will be responsible for managing key business accounts as well ensuring client satisfaction.

Requirements

Undergraduate degree in a technical discipline from a top-tier university, with an advanced technical degree (MS and/or PhD) and/or MBA
Minimum 4 years’ experience in a technical or scientific discipline with demonstrated expertise in project management in a B2B work environment
Minimum 2 years’ experience in cardiovascular imaging and/or clinical research, preferably with training and expertise in one or more cardiovascular diagnostic modalities such as Ultrasound, Angiography, CT, MRI, Nuclear Medicine, IVUS, OCT, etc.
Exceptional communication, presentation, and client service skills
Excellent written and interpersonal skills
Ability to communicate technical concepts to non-technical audiences
Impeccable work ethic and attention to detail
Solid analytical and practical problem-solving skills
Ability to professionally manage complex incidents to resolution
Able to plan and execute responsibilities with minimal supervision
Effective time management, organizational, and leadership skills
Adept at acquiring technical knowledge through personal research and self-directed study
Highly motivated and persistent

Nice To Haves

Prior technical sales or consulting experience
Experience managing and expanding client relationships
Prior work experience or research in medical devices or biopharmaceuticals with an emphasis on cardiology
Understanding of clinical trials, including US-FDA 510(k) / PMA regulatory pathway
Knowledge of routine assessments made from cardiovascular imaging exams
History of collaboration with clinicians (e.g. cardiologists, vascular surgeons, interventional radiologists, etc.) on R&D projects involving advanced image analysis and interpretation
Familiarity with CRM platforms

Responsibilities

Establish and maintain routine communication with clients’ senior management and executives
Seek opportunities for repeat business and long-term partnerships with existing clients
Serve as primary liaison with MMI’s cardiovascular Key Opinion Leaders (KOLs) and physician collaborators and advisors
Pursue and support consulting opportunities and sales of value-added services for ongoing cardiovascular projects
Develop proposals and capabilities presentations for cardiovascular business opportunities
Maintain and enforce high quality standards for all CTS work products
Manage contract renewals, amendments, and scope changes for ongoing projects
Develop preferred pricing and service models for strategic accounts
Ensure a smooth transition (“hand-off”) from the contracting phase to the project initiation phase
Conduct face-to-face client meetings at tradeshows and client sites, and attend investigator / coordinator meetings
Coordinate with Production to provide routine project health summaries and status updates
Build client awareness of internal quality initiatives and continuous improvement programs
Solicit routine client feedback on MMI’s performance and discuss opportunities for improvement
Serve as the designated contact for complaint escalation, handling, and remediation
Ensure that all client concerns are dealt with in an efficient, effective, and timely manner
Provide regular updates to MMI’s senior management on all key account activity and future work
Plan and propose improvements to processes and services based on client feedback
Maintain in-depth understanding of MMI’s core technology, services, and operational capabilities
Leverage AI-powered tools, per MMI’s AI policy, to monitor industry trends and prospect engagement signals to translate insights into sales
Ensure that all account information, contracts, and documentation are properly maintained
Understand Medical Metrics Quality Policy and support the achievement of the organization’s quality objectives and take corrective action when necessary to mitigate organizational risk
Comply with company policies and procedures, as well as ISO 9001 and Current Good Clinical Practices (cGCP’s) relative to job tasks
Ensure compliance with HR policies and procedures