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Client Relations Manager

Employer
Forge Biologics
Location
Columbus, Ohio
Start date
Sep 30, 2022

View more

Discipline
Sales & Service, Account Management
Required Education
Bachelors Degree
Position Type
Full time
Hotbed
BioMidwest
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Job Details

Company Overview:

Forge Biologics is a hybrid gene therapy contract manufacturing and therapeutics development company.  Forge’s mission is to enable access to life changing gene therapies and help bring them from idea into reality.  Forge has a 200,000 ft2 facility in Columbus, Ohio, “The Hearth,” to serve as their headquarters.  The Hearth is the home of a custom-designed cGMP facility dedicated to AAV viral vector manufacturing and will host end-to-end manufacturing services to accelerate gene therapy programs from preclinical through clinical and commercial stage manufacturing.  By taking a patients-first approach, Forge aims to accelerate the timelines of these transformative medicines for those who need them the most. 

Position Overview:
Forge Biologics, is seeking a self-motivated Client Relations Manager with deep client management skills to join our Client Relations team. The Client Relations Manager is responsible for a portfolio of client accounts from contract execution through delivery of product. The Client Relations Manager plays a critical and pivotal role as: Planner, Coordinator, Monitor, Negotiator, Communicator, Analyzer, Tactician, Listener and Customer Service Expert. Primary success metrics are customer satisfaction, client growth through the addition of programs to a client portfolio, and the evolution of clients from initial development-only opportunities to full GMP manufacturing.


Responsibilities:

  • Functions as account manager and as liaison between the client and the company, acting as primary point of contact with clients after contract execution.
  • Partner with Project Management and other internal delivery teams to oversee the delivery of activities and product to clients including the management of risk, key decisions, and issues.
  • Grow existing clients by cross-selling and up-selling additional Forge services or products.
  • Build a strong relationship with key client stakeholders.
  • Set expectations of service quality, availability, and timeliness with the client.
  • Understand the business impact that Forge’s work is having and provide insights and reports that measure or track the value that’s being generated.
  • Create and share reports on customer satisfaction, contract retention, and revenue growth.
  • Regularly provide client updates on work progress, obstacles, and overall performance with execution and progress toward delivery.
  • Document, monitor, and track project timelines in tools (Smartsheets, Teams, and Hubspot).
  • Keep internal stakeholders and the executive leadership team informed of project status updates and key issues that may impact project completion.
  • Translate and drive prioritization of customer requirements into service and project requests.
  • Report, communicate, and update relevant stakeholders on program timelines.
  • Work with Marketing Department to create client success stories and references.
  • Attend conferences as needed to meet and strategize with clients on their programs.

Qualifications:

  • Bachelor’s degree or equivalent professional experience.
  • 5+ years of Client Relations or client-facing project management/account management experience.
  • 2+ years of experience with analyzing and synthesizing qualitative/quantitative information, forming opinions with corresponding recommendations, and presenting the results to key stakeholders including executive leadership.
  • Technical or commercial experience working in gene therapy, rare diseases, pharma, or biotech a plus.
  • Strong communication and analytical skills with an ability to creatively solve problems in a fast-paced, dynamic startup environment.
  • Ability to collaborate and influence stakeholders (internal and external) to ensure a successful client experience.
  • Strong written and verbal communication skills, including the ability to communicate complex issues to varying audiences and levels.
  • Excellent analytical and facilitation skills with the ability to interpret and anticipate customer needs to develop clear and attainable goals and execution of project plans.
  • Understanding of or experience with project management.
  • Knowledge and experience of managing processes, teams, and personnel.
  • Proficient at organizing documents and prioritizing work.
  • Ability to think and act both strategically and tactically.
  • Relationship management and conflict resolution skills.
  • Self-starter with the ability to appropriately prioritize and strategize effectively in a rapidly changing environment.
  • Ability to travel up to 10% of the time (travel requirements will vary based on account assignments).
  • In our commitment to the safety of our employees, customers and their families, a COVID-19 vaccination and boosters are required.

Success Characteristics

  • Results driven and customer focused; “Get things done, make things happen”.
  • Analytical, relationship builder, change advocate, diplomacy, self-starter, planning and organization skills.
  • Integrity, enthusiastic, respectful, accountable, achieves excellence, and consistently delivers quality service to team members and clients alike.
  • Focus on timely and quality work and superior customer satisfaction.
  • Successful experience with and affinity for small to large size business environments.
  • Ability to adapt and thrive in a high growth, dynamic work environment.

 

Company

Forge is a gene therapy development engine, focused on enabling access to life changing gene therapies and helping bring them from idea into reality. We partner with innovators in the gene therapy community: scientists, physicians, biotech/pharma companies, and patient groups. We bring expertise in gene therapy manufacturing and therapeutics development to the table, helping champion teams that are navigating the long road from the lab bench to the bedside. With a patients-first approach, we are forging new models for working together to better accelerate these transformative medicines to reach those who need them most.

Find Us
Website
Location
3900 Gantz Rd
Grove City
OH
43123
United States
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