Client Manager

Location
Everett, WA
Posted
May 11, 2021
Hotbed
BioForest
Required Education
Bachelors Degree
Position Type
Full time

Client Manager, Client Services main functions of this position would be responsible for coordinating and hosting client visits; introducing the company’s capabilities while understanding the client's needs; and coordinating and generating schedules for inquiries. Tracking study progress for the entire lifecycle of project through finalization; reviewing Protocols and Amendments/Amended Protocols for changes affecting schedule and budget; and maintaining appropriate databases. Work cross functionally with all departments to ensure project’s success.


Responsibilities:

  • Support Business Development (BD) and work as an internal resource to provide requested information.
  • Responsible to provide our general timing for new inquiries to Business Development within 48 hours from when inquiries are received.
  • Coordinates with operational groups to determine project schedules that will meet both client’s requested timing and internal resources when general timing does not meet the client’s needs.
  • Coordinate and confirm study start timing for confirmed studies and communicate to Business Development, Client Manager, Study Director (SD) and Principle Investigator, and enter the key schedules into database.
  • Assist in maintaining estimated study initiation, completion and report timing to be current according to Protocols, Amendments/Amended Protocols and other applicable information in the database.
  • Arrange all client visits. Host visits for new clients and new business opportunities, and provide a facility tour, if requested.
  • Work as a conduit to ensure key information on the client’s program will be shard and clearly communicated among the organization.
  • Provide program Gantt chart and monitor the timeline of key events of the program.
  • Provide report timelines for each project and track the progress.
  • 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 potential issues that may delay the program.
  • Monitor scope changes of a study and provide associated budget in a timely manner.
  • Monitor timely contract, contract modification and invoice issuance.
  • Drive issue resolution.
  • Increase customer satisfaction.
  • Work with Client Manager(s) to provide a consistent process to manage client’s projects and expectations.