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.
4G Clinical is honored to be part of Fast Company's 2020 Best Workplaces for Innovators list, citing businesses and organizations that demonstrate a deep commitment to encouraging innovation at all levels. 4G Clinical came in at #8 for its dedication to building a culture that fuels innovation, curiosity, and the spirit of experimentation in all facets of the business from product development and brand to services and staffing. We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work® and FORTUNE.
About Us
4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.
For U.S.-based candidates, we offer compelling benefits to our employees, including:
- Health, dental, and vision benefits
- Unlimited Vacation Days for Salaried Full-time Employees
- FSA and Dependent Care Accounts
- Company Paid Disability and Life Insurance
- Global mental health benefit
- Generous 401k program
- Paid sabbatical program
- Option Grants
4G Clinical is proud to be an Equal Opportunity Employer, and it is foundational to how we recruit and hire our talented team. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.
