Client Services Operations Manager - Pharmaceutical

Updated: April 7, 2022
Location: Somerset, NJ, United States
Job ID: 142125

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Overview

You’re driven, resourceful, and above all else - remarkably smart.
 
You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn’t cut it – you’ve got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you’re known for your good nature. You’ll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door.

 

Responsibilities

Under direct supervision, the Manager, Client Services (MCS) is responsible for the field operational management, account growth, as well as coordination of internal services for delivery to the Client. Generally, the MCS will oversee clients with a full scope of Syneos Health’s products and services or could be a mix between Syneos products and services and clients’ operational services.  The MCS will accept mentorship from the Associate Director, Client Services and/or Sr Manager, Client Services where applicable. They must also demonstrate a satisfactory completion of assigned services training.

The MCS must understand every aspect of services and support for assigned projects and be able to mentor assigned team members, if applicable, as well as identify trends and drive escalations & improvements for assigned project.

JOB RESPONSIBILITIES

Duties may include, but are not limited to, any of the following:

Key Job Responsibilities:

Client Relationship Management

  • Be an advocate for the client(s) and become a trusted business partner to maximize client satisfaction.
  • Be the first operational point of contact for the client(s) and internal teams, including Technology Operations (CRM, T&A, A&R, Data Management, IC).
  • Review invoicing to ensure accuracy and identify non-trend activity.
  • Manage project change with appropriate client required documents (contract amendments, work orders, SOW etc.).
  • Provide ongoing client facing program summaries, analysis, recommendations, PO trending, etc.
  • Develop strategy in conjunction with client(s) to realize the value of contracted services.
  • Facilitation of communications to field personnel per management direction.
  • Generate periodic updates to keep business team apprised of operational state.  Partner with internal project business lead in preparing formal presentations to include collating data.

Account Growth

  • Gather and report customer intelligence to generate new business by demonstrating a solid understanding of a client’s industry and business. Engage National Business Director and Business Development, as needed, for potential new business.
  • Uncover opportunities by matching client’s need with Syneos Health capabilities as an extension to contracted services.
  • Participate in the compilation of business review materials and client review presentations with the National Business Director.
  • Participate in the account planning process and manage the account P&L per contract

Coordination of Internal Services for Delivery to the Client

  • Lead the delivery of all Syneos Health Deployment Solutions products and services contracted by the client. Know when to escalate to the appropriate internal department (e.g., CRM, Incentive Compensation, Fleet etc.).
  • Engage internal teams to assist in leading the coordination of project transitions from the sales cycle to implementation then to steady state, to ensure services are delivered per contract.  Assure team alignment by educating clients about Syneos Health’s culture and internal processes. Educate functional groups and have a full understanding of Client’s objectives, contracts, and agreements.  Effectively utilize approved communication library documents and process.
  • Influence internal resources to deliver services per the Service Level Agreement (SLA). This may involve assembling client support teams in collaboration with the service delivery organization.
  • Determine and document SLAs and other applicable internal metrics.
  • Responsible for monitoring project parameters, establishing bonus eligibility, and facilitating payout of field employee bonus within project guidelines.
  • Performance and coordination of activities to facilitate the onboarding and off-boarding of field personnel; Liaison with Human Resources for personnel actions, as needed.
  • Familiarization of and adherence to all processes, tools, and technology for those departments that directly support your assigned project(s).
  • Responsible for the management of the expense reporting process.  This includes careful monitoring of individuals and projects, responding to and resolving employee and manager issues, interfacing with the expense reporting and finance departments.

Job Requirements

Along with demonstrated initiative, uncompromised integrity and a results-oriented mindset, the ideal candidate has:

Education and Experience

Required

  • BA/BS or equivalent experience.
  • Minimum 3+ years’ experience in a client services/account manager role.
  • Minimum 3+ years’ experience in a field operation’s role 

Preferred

  • 1 or more years’ experience in the pharmaceutical industry.

Skills

  • Experience successfully managing/coordinating multiple departments and/or organizations to meet business objectives.
  • Above average attention to detail, accuracy with strong organizational and multitasking skills.
  • Advanced problem-solving skills relating to diligently qualifying and researching active client’s business strategies/products/services.
  • Experience with CRM, Analytics & Reporting and other applicable supporting technology and systems such as expense management, travel administration, learning management, etc.
  • Strong customer service and account management skills.
  • Excellent oral/written presentation skills as well as interpersonal skills with the flexibility in dealing with different personality types.
  • Proficiency in Microsoft Office applications (SharePoint, Excel, PowerPoint, Word, Teams).
  • Ability to attend client/project meetings as required. Overnight travel may be needed.
  • Fundamental understanding and application of project management principles and skills.
  • Strong aptitude towards usage of automated systems.
  • Ability to translate customer needs into technical requirements.
  • The drive for self-development, the ability to collaborate, and an action-oriented work ethic.

I understand that if I am made an offer of employment, it will be conditioned on my demonstration  I am fully vaccinated OR I plan to initiate vaccination by my start date AND be fully vaccinated within 4 weeks of start date against the COVID-19 virus.   

IMPORTANT: I understand that if the role for which I am applying requires extensive in-person contact with colleagues, health care providers, clients and other medical professionals who have stringent vaccination requirements that all Syneos Health employees with whom they partner be fully vaccinated and will not accept or consider any exemptions.  I understand I can request an exemption from Syneos Health’s vaccination requirement based on a qualifying medical condition or sincerely-held religious belief. However, in the event that I successfully obtain an exemption, I understand that it is highly unlikely that I will be able to adequately perform the essential functions of this position without imposing an undue hardship on Syneos Health due to the clients’ demands.

 

At Syneos Health, we believe in providing an environment and culture in which our people can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, you’re essential in solving and executing against today’s toughest commercialization challenges facing the world’s leading healthcare companies. From the very beginning, you’ll be supported by team members who, like you, aren’t afraid to try something new. You'll gain exposure and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients.



WORK HERE MATTERS EVERYWHERE | How will you accelerate biopharmaceutical commercialization?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)


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