Senior Client Relationship Manager

4 weeks ago

Brisbane, Queensland, Australia Pharmiweb Full time
Job Description

The Senior Client Relationship Manager is a key member of our Business Development team, responsible for developing and maintaining strong relationships with our clients in the biotechnology and pharmaceutical industries.

This role requires a deep understanding of the client's business objectives, goals, and needs, as well as the ability to provide industry knowledge, program planning, and consultation services to deliver tailored solutions.

The focus of this position is on providing exceptional client service, managing client billing and revenue forecasting, and ensuring that contract requirements and client expectations are met.

The ideal candidate will have a minimum of 5 years of experience in a solutions sales background, preferably in the biotechnology or pharmaceutical industry. A Bachelor's Degree in Life Sciences, Technology, or a related discipline is also required.

Responsibilities

• Serve as primary interface to assigned clients, responsible for overall relationship and satisfaction.
• Provide ongoing consultation on all aspects of program/product/service strategy and incentives.
• Accurately manage client billing, revenue and activity forecasting, performance guarantees and annual budget/contract renewals.
• Provide regular reports to clients on budget, delivery timelines, activity, evaluation, program/product/service recommendations and strategic plans.
• Work with Client Service team to develop client-specific work-plan.
• Monitor the program/product/service delivery to ensure contract requirements and client expectations are met.
• Communicate client needs in a timely and effective manner to Client Service team and other appropriate departments.
• Track projects through completion and implementation.
• Manage relationships with clients' other vendor partners as appropriate.
• Provide support to Sales team on issues such as strategy and program/product/service design.
• Consult with Sales team on customer contract negotiations regarding program/product/service delivery timelines, statements of work and investment schedules.
• Coordinate with Director and Sales Representative or similar to identify up-sell opportunities with existing customers.
• Stay abreast of industry trends; responsible for consulting with clients on trends.
• Provide client feedback to subject matter experts and Client Service teams for development and process improvement.
• Participate in internal developmental and administrative committees and in external professional organizations, as appropriate.
• Prepare monthly, quarterly and annual or ad hoc reports on client performance statistics with both qualitative and quantitative data.
• Develop and maintain knowledge of competitors in the market and other third-party vendors in existing client base.
• Provide feedback to Marketing, Product Development, Research and all appropriate cross-functional departments regarding client and market needs and competitive data.
• Use the time reporting system; signing and reporting all exception time on a weekly basis.
• Complete other administrative tasks, such as travel and expense reporting or similar, in a timely manner.

What ICON can offer you

Our success depends on the quality of our people. That's why we've made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:
  • Various annual leave entitlements
  • A range of health insurance offerings to suit you and your family's needs.
  • Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
  • Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family's well-being.
  • Life assurance
  • Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.

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