Associate Technical Client Manager (Pharmaceutical)

About the role

• The Associate Technical Client Manager will act as a liaison between select major clients and the laboratory for the chemistry division.
• Prepare and oversee the preparation and submittal of responses to smaller project quotes.
• Collaborate with clients and business development team to schedule teleconferences and face-to-face meetings as needed, run meetings, and generate agendas and meeting minutes for project scoping and quoting purposes.
• You will give clients technical support and advice where needed to maintain high customer satisfaction that we are the preferred service provider.
• Respond to enquiries (phone, Web, e-mail enquiries) on complex jobs; provide information to clients and record details in request tracking tool as appropriate
• Provide Technical Support for the Business Development Team
• Work with operations and sales to the scope and prepare client proposals for project work and forward these proposals to appropriate sales staff
• Upon receipt of signed quote or contract ensure that operations are notified of incoming samples
• For larger projects take part in the client kick-off meeting with the goal of handing over the project management to a project manager once the samples are in-house
• Conduct all follow up with customers to ensure receipt of samples as per contract
• Understand the needs of the client and communicate this information to the project manager and operational staff
• Handle all daily client interactions regarding project requirements and activities before samples arrive
• Act as the voice of the customer in the lab and manage business-related complaints relating to Service Quality from enquiry to payment received
• Ensure all sample/documentation/methodology related issues are resolved with the client prior to booking the sample(s) for testing
• When any significant new opportunity with a client is identified, pass this to the business development group so as to ensure the development of this opportunity
• Mentor Client Services Associates when needed
• Provide backup for Client Service Associates when needed
• Where involved, comply with regulatory requirements to support GMP, GLP & ISO standards

Qualifications & Requirements

• Bachelor's degree in Chemistry highly preferred.
• 3+ years experience working as a scientist in a lab environment or equivalent
• 2+ years experience in a customer/client contact position preferred
• Thorough knowledge of Regulatory Affairs and Pharmaceutical development with emphasis on CMC
• Strong negotiation, communication, customer relation, and interpersonal skills
• Self-starter with an entrepreneurial attitude
• The incumbent must be capable of multi-tasking in order to meet the required sample turn-around time and client satisfaction while working together with the Laboratory Managers on a regular basis

Salary

$29.00 - $36.00/Hour

Our Benefits

We care about your total well-being and will support you with the following, subject to your location and role.

• Health: Medical, dental and vision insurance, life insurance, employee wellness programs
• Wealth: Competitive pay, 401(k) with company match (immediate vesting upon enrollment), employee referral program, annual bonus target
• Happiness:
• Professional Growth: Online training courses, virtual and classroom development experiences, tuition reimbursement program
• Work-Life Balance: Paid-time off (vacation, sick, company holidays, floating holidays, volunteer time)

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company's rights to assign or reassign duties and responsibilities to this job at any time.

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