Client Relations Manager I

Duties And Responsibilities

• Perform all aspects of planning, organizing and managing information and resources to bring about the successful management of client requests within the region and globally (as needed)
• Interface with clients to continuously calibrate their expectations with BVCPS performance and resolve or escalate issues that do not meet client expectations
• Responsible for the management of communication between assigned accounts and BV Consumer Products Services laboratories and operating offices
• Develop and manage the development of additional service offerings to existing accounts to fully maximize BVCPS’ engagement with the client
• Achievement of annual incremental growth and assigned sales targets
• Lead in creation of service proposals, quoting, price negotiation, discounts, contracts, RFP’s between client and BVCPS related parties
• Manage client meetings and presentations (in person or remote) along with participating in training seminars and/or tradeshows
• Maintain account activities in Sales Force.com (Accounts, Opportunities, Contacts, etc.)
• Grow market share of major OOA program clients
• Lead in the development, implementation and maintenance of internal and external client documentation, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards
• Escalate issues that do not meet client expectations with N+1 for engagement and resolution
• Monitor, identify and communicate any risk or opportunities based on review of the health of the account
• Continual improvement of client programs in terms of efficiency and effectiveness
• Utilize knowledge of client non-technical program requirements to benchmark program against other clients
• Support in the creation and execution of account reviews quarterly (SBR)
• Analyze data comparisons to standardize and improve the efficiency and effectiveness of client programs

Required Skills & Proficiencies

• Excellent customer focus
• Act as client advocate
• Ability to interpret technical information and translate into common terminology
• Strong analytical, problem solving, attention to detail and process improvement skills
• Ability to work well under pressure, to handle crisis situations, and balance several tasks simultaneously
• Excellent communication and interpersonal skills required, as well as effectively communicate with a cross-cultural workforce and client base
• A team player able to work effectively across different departments, functions, and environments
• Responsible and self-directed
• Must possess strong work ethic and excellent client service skills to ensure effective responsive client interaction (internal and external)
• Must be able to take ownership of projects to drive to successful completion
• Must be able to perform with a sense of urgency and sensitivity to deadlines
• Business acumen (forecasting sales, evaluating customer needs)
• A working knowledge of the regulatory industry and technical knowledge
• Proficiency in MS Office and Lotus Notes

Education And Experience

• 4 year degree in a related field, MBA desirable
• 2 years cumulative experience with high level client administration