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Vice President of Client Relations
Biotech Industry Company
Plymouth Meeting, PA, United States
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Overview
The VP Client Relations will be part of the operations leadership team within Company operations stream, reporting to the Chief Operating Officer.
The VP Client Relations provides leadership, oversight, strategy and development for the Client Relations function at Company on a global basis. This person will be responsible for the development and implementation of strategies and tools designed to aid the company in growing adoption and increasing retention of its products and services in its key and other selected customer accounts. Furthermore these strategies and tools will play a vital role in improving customer satisfaction thereby helping the company meet its strategic and commercial goals.
The VP Client Relations will, through the Client Relations Directors build relationships with clients based on trust and value. Working with clients, Operations and Sales, they will help improve business performance, profitability and customer satisfaction by taking the role of trusted adviser to clients and the being the voice of the customer to the organization.
Responsibilities:
• Develop, implement and manage tools, process and governance to support the management and growth of key accounts.
• Ensure that strategic account plans are being executed.
• In conjunction with the Operations Stream, Sales and other relevant stakeholders, lead the governance process which should include the integration and review of key account standardized metrics.
• Actively manage the Client Relations Directors to continually and proactively identify issues and work to find effective solutions
• Create a team environment of personal accountability towards higher standards of customer satisfaction and stretch the team to achieve these
• Working with the team guide them towards the establishment a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Work to identify and/or develop upsell opportunities
• Advocate customer needs/issues cross-departmentally
• Take an active part in the management of customer account escalations
Requirements:
• Bachelors Degree in IT or Life Sciences or relevant experience
• Proven project execution track record
• Must have understanding and experience in the pharmaceutical industry and clinical trial process, including regulatory requirements.
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• The ability to detect client issues early and act proactively in response.
• Proven ability to drive continuous value of our product(s).
• Familiarity working with clients of all sizes.
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.