The Client Manager will manage a portfolio of accounts under the direction of the Client Director and is accountable for the overall health of client relationships in his/her portfolio. The Client Manager will orchestrate client engagement across functional groups within 4G Clinical (Delivery, Support, Quality, Business Development, and Product Management) to ensure that 4G Clinical consistently delivers high quality business outcomes and exceptional client experiences. The Client Manager is the primary client advocate within 4G Clinical.

Responsibilities

• The Client Manager is responsible for the following:
• Onboard new clients
• Lead client governance
• Conduct business reviews and other account-level meetings
• Create Governance and Operational Management plans as needed
• Manage issue and risk escalation/resolution
• Oversee KPI/SLA adherence and regular reporting on same
• Ensure that client-specific study standards and client-specific delivery processes are developed and adhered to
• Represent client needs during PAC calls and other 4G Clinical resourcing processes
• Expand and develop 4G Clinical’s client relationships across key functional areas, including: IRT, Clinical Operations, Clinical Supply, Clinical Data Management, Biostatistics, Quality, and other relevant functions
• Support Business Development by providing visibility to upcoming studies, providing relevant updates to the client’s business environment, assisting with proposals as needed, and building demos for existing clients
• Organize client participation in Client Advisory Groups (CAGs), engaging clients in regular client satisfaction measurement programs, and ensuring that client feedback on new product features is provided to 4G Product Management
• Introduce 4G Clinical thought leaders and domain experts as appropriate to advise clients on industry trends and best practices
  

Required Experience

The position requires overall seven years of professional experience, with a minimum of three years combined experience in professional services and/or client management. Experience with clinical supply, IRT/RTSM, and clinical operations is required as well as a good foundational knowledge of Prancer RTSM®. The successful candidate will be highly organized, with strong written and oral communication skills.

Education And/Or Certification Requirements

The candidate must possess a bachelor’s degree.