Associate Technical Client Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Serve as a key link between designated major clients and the laboratory.

• Prepare and manage responses to smaller project quotations.

• Work collaboratively with clients and the business development team to arrange and conduct meetings, as well as create agendas and record meeting minutes.

• Offer clients technical support and guidance.

• Address phone, web, and email inquiries regarding complex jobs; supply information and document details in the request tracking tool.

• Provide technical assistance to the Business Development Team.

• Draft and prepare client proposals in conjunction with operations and sales, and send them to the relevant sales personnel.

• Inform operations about incoming samples following the receipt of signed quotes or contracts.

• Engage in client kick-off meetings for larger projects and transition project management to a project manager once samples are received in-house.

• Follow up with customers to confirm the receipt of samples as per the contract.

• Convey client requirements to project managers and operational teams.

• Manage daily client communications regarding project specifications and activities prior to sample arrival.

• Act as the customer's advocate within the lab and oversee business-related Service Quality complaints from inquiry to payment.

• Address sample, documentation, and methodology concerns prior to scheduling samples for testing.

• Refer significant new client prospects to the business development group.

• Mentor and provide support for Client Services Associates.

• Adhere to GMP, GLP, and ISO regulatory standards when applicable.

⛳️ Requirements

• Bachelor's degree in Pharmacy, Biotechnology, Biology, Chemistry, or a related scientific field.

• Over 3 years of experience as a scientist in a laboratory setting or equivalent.

• At least 2 years of experience in a customer/client-facing role is preferred.

• Comprehensive knowledge of Regulatory Affairs and Pharmaceutical development, particularly in CMC.

• Excellent negotiation, communication, customer relations, and interpersonal skills.

• Self-motivated individual with an entrepreneurial mindset.

• Ability to manage multiple tasks to fulfill required sample turnaround times and ensure client satisfaction.

• Must collaborate regularly with Laboratory Managers.

• Capability to perform each essential duty effectively with or without reasonable accommodations.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Life insurance.

• Employee wellness programs.

• 401(k) plan with company matching (immediate vesting upon enrollment).

• Employee referral program.

• Annual bonus target.

• Access to online training courses.

• Opportunities for virtual and classroom development experiences.

• Tuition reimbursement program.

• Paid time off for vacation, sick leave, company holidays, floating holidays, and volunteer time.