Description
We are seeking a Client Relationship Manager to manage strategic client relationships and laboratory service delivery through effective governance, operational oversight, financial management, quality review, and program execution.
The successful candidate will act as the primary liaison between client stakeholders and internal functional teams to ensure successful delivery of contracted services, achievement of key performance indicators, and alignment to quality, compliance, and business objectives.
Essential Functions
Client Relationship Management
- Serve as the primary point of contact for assigned client accounts and develop strong working relationships with client stakeholders.
- Maintain regular communication with clients regarding operational performance, project status, quality metrics, and strategic initiatives.
- Partner with internal teams to ensure delivery of services in accordance with contractual obligations and customer expectations.
- Identify opportunities to strengthen client partnerships and improve customer satisfaction.
Governance & Stakeholder Management
- Develop and maintain governance structures and meeting cadences to support client oversight and account management.
- Coordinate and facilitate weekly, monthly, quarterly, and ad hoc governance meetings with clients and internal stakeholders, partnering with account leadership on executive-level governance discussions.
- Prepare governance presentations, executive summaries, action logs, and meeting documentation.
- Monitor progress against agreed deliverables and ensure timely closure of actions, risks, and escalations.
Program & Operational Management
- Provide oversight of laboratory programs and projects to ensure delivery against agreed timelines, budgets, quality standards, and customer commitments.
- Coordinate cross-functional activities across laboratory operations, project management, quality, technical, finance, and support teams.
- Monitor project milestones, operational performance, resource requirements, and service delivery metrics.
- Ensure risks, issues, and dependencies are identified, documented, and proactively managed.
Quality & Compliance Oversight
- Partner with Quality teams to monitor quality performance and compliance with applicable procedures and regulatory requirements.
- Facilitate review of deviations, quality events, corrective and preventive actions (CAPAs), audit observations, and inspection findings.
- Participate in quality governance forums and customer quality reviews.
Risk Management & Business Continuity
- Maintain risk registers and mitigation plans for assigned programs and accounts.
- Monitor operational, quality, financial, and business risks and ensure appropriate mitigation strategies are implemented.
Assay Transfer & Readiness Oversight
- Monitor assay transfer activities and implementation readiness for assigned programs.
- Track progress against assay transfer milestones and identify potential risks or barriers to successful deployment.
Financial Management
- Manage financial performance of assigned accounts including budget oversight, forecasting, revenue tracking, and profitability management.
Reporting & Performance Monitoring
- Develop and present reports on operational performance, project status, financial metrics, risks, quality indicators, and account health.
- Prepare and present KPI scorecards, milestone reports, capacity updates, quality metrics, and executive review materials.
Qualifications
- Bachelors Degree in Life Sciences or related field or equivalent combination of education, training and experience may be accepted in lieu of degree
- 5+ years of clinical or research industry experience, including 3 years project management / project set up experience or equivalent combination of education, training and experience
- Demonstrated experience managing client relationships, operational delivery, and cross-functional programs.