Client Services Manager (MS/Phd in technical field) - Houston, TX, USA

[Elaine Chan]

JOB DESCRIPTION
POSITION TITLE: Client Services Manager
REPORTS TO: Director of Client Services
EXEMPT/NON-EXEMPT: Exempt


JOB SUMMARY:
The Client Services Manager (CSM) is MMI’s primary point of contact for client relationship management. Primary responsibilities include proposal development and delivery, client liaison and retention, communication, and relationship-building. The CSM will collaborate with staff from Client & Technical Services, Business Development, Operations, and Finance & Administration to produce comprehensive, technically sound proposals and other business documents. The CSM will be responsible for managing key business accounts as well ensuring client satisfaction.

DUTIES AND RESPONSIBILITIES:

• Establish and maintain routine communication with clients’ senior management and executives
• Seek opportunities for repeat business and long-term partnerships with existing clients
• Pursue and support consulting opportunities and sales of value-added services
• Develop proposals and capabilities presentations for business opportunities
• Maintain and enforce high quality standards for all CTS work products
• Manage contract renewals, amendments, and scope changes for ongoing projects
• Develop preferred pricing and service models for strategic accounts
• Ensure a smooth transition (“hand-off”) from the contracting phase to the project initiation phase
• Conduct face-to-face client meetings at tradeshows and client sites, and attend investigator / coordinator meetings
• Coordinate with Production to provide routine project health summaries and status updates
• Build client awareness of internal quality initiatives and continuous improvement programs
• Solicit routine client feedback on MMI’s performance and discuss opportunities for improvement
• Serve as the designated contact for complaint escalation, handling, and remediation
• Ensure that all client concerns are dealt with in an efficient, effective, and timely manner
• Provide regular updates to MMI’s senior management on all key account activity and future work
• Plan and propose improvements to processes and services based on client feedback
• Maintain in-depth understanding of MMI’s core technology, services, and operational capabilities
• Ensure that all account information, contracts, and documentation are properly maintained
• Understand Medical Metrics Quality Policy and support the achievement of the organization’s quality objectives and take corrective action when necessary to mitigate organizational risk
• Comply with company policies and procedures, as well as ISO 9001 and Current Good Clinical Practices (cGCP’s) relative to job tasks
• Ensure compliance with HR policies and procedures

EDUCATION AND EXPERIENCE:

• Undergraduate degree in a technical discipline from a top-tier university, with an advanced technical degree (MS and/or PhD) and/or MBA
• Minimum 4 years’ experience in a technical or scientific discipline with demonstrated expertise in project management in a B2B work environment
• Minimum 2 years’ experience in medical imaging and/or clinical research, preferably with training and expertise in diagnostic modalities such as X-ray, CT and MRI
• Preferred: Prior technical sales or consulting experience, Experience managing and expanding client relationships

SKILLS REQUIRED:

• Exceptional communication, presentation, and client service skills
• Excellent written and interpersonal skills
• Ability to communicate technical concepts to non-technical audiences
• Impeccable work ethic and attention to detail
• Solid analytical and practical problem-solving skills
• Ability to professionally manage complex incidents to resolution
• Able to plan and execute responsibilities with minimal supervision
• Effective time management, organizational, and leadership skills
• Adept at acquiring technical knowledge through personal research and self-directed study
• Highly motivated and persistent

PLUSES:

• Prior work experience or research in medical devices or biopharmaceuticals with an emphasis on spine, orthopedics, cardiology, and/or neurology
• Understanding of clinical trials, including US-FDA 510(k) / PMA regulatory pathway
• Knowledge of routine assessments made from spine and/or orthopedic imaging exams
• History of collaboration with clinicians (e.g. radiologists, surgeons, etc.) on R&D projects involving advanced image analysis and interpretation
• Familiarity with SalesForce^® CRM platform

COMPANY & COMPENSATION:

• Medical Metrics Inc. (MMI) is a fast-growing, independent imaging core laboratory based in Houston, TX. MMI provides image analysis and consulting services to medical device, biologics, and pharmaceutical companies in support of their clinical trials and product R&D.
• Competitive salary, commensurate with experience and qualifications
• Excellent benefits package including medical, dental, and life insurance, 401(k) plan, and paid vacation and holidays

For further information, please contact:
Elaine Chan, PhD N. Shastry Akella, PhD
Director of Client Services OR Vice President of Client & Technical Services
echan@medicalmetrics.com nsakella@medicalmetrics.com
Tel: +1 (713) 850-7500 x 223 Tel: +1 (713) 850-7500 x 218