Associate Director Laboratory Client Relationships

Department:

60004 IL ACL Laboratories - Outreach: Business Development

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Monday - Friday

MAJOR RESPONSIBILITIES

Team Leadership: 

• Lead, mentor, and develop a high-performing team of professionals in the client relations and sales departments. With weekly in field oversight. 
• Ensure team members are trained, motivated, and aligned with the department's goals. 
• Set clear performance expectations, provide regular feedback, and conduct performance evaluations. 
• Foster a collaborative and results-oriented team culture. 
• Encourage the team to stay updated with the latest developments in the field to maintain expertise and to continuously grow and develop in their personal goals. 

Outreach Growth: 

• Lead the sales team in driving revenue growth by identifying, pursuing, and closing new laboratory service contracts. 
• Develop and maintain a sales pipeline, including tracking and reporting on sales metrics and performance. 
• Negotiate contracts, pricing, and service agreements with clients, ensuring alignment with organizational goals and profitability targets. 
• Provide sales training and support to the sales team to enhance their effectiveness and performance.  
• Accurately forecast annual, quarterly, and monthly revenue streams for the territory, developing plans to ensure revenue growth and identifying new sales opportunities. 

Business Development: 

• Identify, develop, and maintain relationships with healthcare providers, including hospitals, clinics, physician practices, and other relevant entities. 
• Collaborate with the executive team to create and execute business development strategies that align with strategic goals and objectives. 
• Conduct market research to identify growth opportunities, market trends, and competitive analysis. 
• Analyze market conditions and adapt strategies to maximize market share and profitability. 
• Develop, implement, and manage tools to identify opportunities for client IT connectivity improvements and positioning of our services. 
• Coordinate appropriate company resources to ensure efficient and stable account management sales activity. 

Client Satisfaction and Process Improvement: 

• Serve as the primary point of contact for key clients, addressing their needs, concerns, and feedback. 
• Develop and maintain strong, long-term client relationships by ensuring exceptional service delivery and responsiveness. 
• Collaborate with clients to understand their evolving needs and develop customized solutions. 
• Oversee the resolution of client issues and concerns in a timely and satisfactory manner. Support escalations and service recovery as needed.  
• Collaborate with Client Services leadership to develop client satisfaction surveys and support process improvements based on client feedback. 
• Standardize client visit checklists to proactively address changing client needs and ensure all visits are documented using client relationship management software. 
• Monitor volume and financial data for existing accounts to identify