Associate Director Client Services, Bioanalytical

POSITION SUMMARY:

The Associate Director, Bioanalytical Client Services serves as the liaison between the Strategic Sales team and the Bioanalytical Laboratory (BAL) to understand, facilitate and align customer expectations for Bioanalytical sample testing services with laboratory capabilities to ensure timely execution of both regulated (Good Laboratory Practice (GLP) or Good Clinical Laboratory Practice (GCLP)) and non-regulated customer projects. This role is also responsible for identifying and implementing continuous improvements to customer-facing and internal administrative processes and activities.

DUTIES AND RESPONSIBILITIES: 

• Hire and supervise BAL Client Services team, who execute administrative functions and coordinate logistics for initiation and completion of BAL sample testing studies.

• Collaborate with BAL senior management team and principal investigators to support new business opportunities, verify resolution of technical questions and ensure timely delivery of high-quality data in accordance with applicable quotes/statements of work (SOWs).

• Collaborate with Strategic Sales team to support pre-sales and post-sales activities including participation in pre-sales meetings, determination of appropriate turnaround time estimates based on project complexity and drafting of quotes and statements of work for custom combinations of MSD catalog assays.

• Proactively collaborate with BAL staff and customers to ensure a superior customer experience with both the services and the company as a whole.

• Identify and implement continuous improvements to customer-facing and internal client services processes and activities.

• Facilitate discussions between external customers and internal groups as needed.

• Generate non-technical customer facing documentation and review technical customer facing documentation.

• Coordinate and escalate communication with all appropriate areas of the company to mitigate the impact of changes to project scope, budget, resources and risk.

• Provide relevant metrics to BAL executive team regarding status of key project/contract milestones and deliverables.

• Provide relevant metrics to MSD management review board regarding established key performance indicators for the BAL.

EXPERIENCE AND QUALIFICATIONS:

• Bachelor’s degree or higher in Life Sciences, Business Administration or related field.

• Minimum of six years of experience in customer-facing, technical support and/or consultative roles.

o Two years of experience in supporting sophisticated and diverse customers desired.

o Two years of experience in a services organization and preferably in a bioanalytical contract research organization or organization supporting clinical study sample testing desired.

• Minimum of 4 years of direct or indirect supervisory experience (e.g. managing cross-functional teams).

• Experience in GXP or other regulated environment required; experience in GLP or GCLP environment highly preferred.

• Experience with SFDC highly preferred.

• Experience with MSD’s immunoassay platform or other multiplexing technology preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

• Broad knowledge of laboratory operations including an understanding of immunoassay workflows.

• Knowledge of GLP/GCLP requirements as applicable to bioanalytical sample testing.

• Knowledge of clinical trial workflows.

• Self-directed, proactive, strong problem solving/troubleshooting skills.

• Able to handle a fast-paced environment and continuously re-prioritize multiple tasks while maintaining a constant focus on providing exceptional customer support.

• Logical problem-solving skills and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion.

• Outstanding interpersonal communication skills.

o Professional presence and strong interpersonal skills for interacting in a courteous, timely and diplomatic manner with all levels of employees as well as other parties/stakeholders.

o Track record of successfully handling escalated customer interactions.

• Solid leadership skills with demonstrated knowledge and understanding of staff management practices and processes and the ability to establish accountabilities and expectations and manage performance to achieve results.

• Proficiency in MSD Office Suite; MS Project or other project manageme