Director, Client Services

LabConnect•Johnson City, TN

About The Position

The Director, Client Services is a key leadership role responsible for the delivery of study support requirements on cost and on schedule, while establishing and maintaining trusted advisor relationships with customers in support of mutual value creation. The Director, Client Services is responsible for setting direction and leading a client-facing project management team, collaborating with operational and function leaders, and ensuring successful study management from initiation to closure. General responsibilities include but are not limited to:

Requirements

5+ years of team leadership and client management experience in a central lab, contract research organization, and/or sponsor environment.
Global work experience with teams and clients across cultures and time zones.
Bachelor’s degree in life sciences or related field required.
Leadership, presence, judgement, communication, and client-engagement skills to effectively operate at the executive level.
Thrives in building highly effective teams; possesses strong people management skills.
Solution-oriented approach to assessing and resolving issues/escalations in a timely manner.
Clinical trial research industry expertise and strategic perspective on marketplace dynamics.
Proactive, strategic thinking and planning.
Ability to read, write and comprehend internal and external correspondence, meeting agendas and meeting notes.
Ability to apply simple mathematical skills and abstract thinking in a logical and organized manner.
Ability to solve practical problems, investigate issues, draw correct and logical conclusions; the ability to understand instructions, mathematical and diagrammatic representations of data in both an abstract and concrete manner.
To perform this job successfully, an individual must have advanced working knowledge of Microsoft Office applications, including word processing software, spreadsheet software and the ability to learn and master company specific HR systems.

Nice To Haves

Graduate degree in business administration and/or related field highly desired.

Responsibilities

Build and lead a team of client-facing project managers and project support staff.
Mentor, train, coach, and develop the skills of the team.
Set and manage client expectations.
Liaise with BD and ELT to establish and execute client acquisition, growth, and retention strategies.
Establish and execute client service delivery model and empower the next level of leadership to drive accountability in their teams.
Establish budgets and develop periodic staffing forecasts to ensure optimal resource allocation across the team.
Measure and monitor real-time client health, drive on-time study start up, and ensure effective study management through to close.
With segment lead peers and others, establish and continually improve study management approach, and working practices with other functions.
With segment lead peers, work with HR to establish and continually refine programs for rapid team member onboarding and ongoing training.
Act as client advocate within LabConnect and liaise with internal stakeholders.
Support client audits and liaise with lab network (as needed).