Associate Technical Client Manager

The Associate Technical Client Manager will act as a liaison between select major clients and the laboratory
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
Bachelor's degree in Pharmacy, Biotechnology, Biology, Chemistry, or related science
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

Employment type
Full-time

Work arrangement
Hybrid