Client Services Manager

Citrus Health Group is a new type of agency that brings an empathetic patient focus to the new product commercialization process. Citrus creates hand-picked teams that provide clients with scientific, clinical, pharmacologic, evidence-generation, pricing and reimbursement, market access, affordability, and patient support expertise and experience in their time of need. Client teams are built with the talented experts from Citrus Scientific, Citrus Commercialization and Access, and Citrus Engage, who function as a fluid, agile, and highly energized team.

We are passionate about science; our focus is to effectively communicate science in compelling and engaging ways to drive true value and enable patients to gain access to new medicines. We do so with the highest level of integrity and respect for the ethical nature of our business.

We invite you to join our talented team of dedicated professionals, working closely together to provide the services our clients need, at the time they need them. We are driven by one word, RESPECT. We respect each other, we respect our clients, and we respect the professionals we work with on behalf of our clients. We value every team member and strive for an inclusive and collaborative culture that fosters the best in everyone.

About the Opportunity

Under the direction of the Client Service Director or Vice-President, Client Services, the Client Service Manager/ Senior Client Service Manager is responsible for supporting existing and developing accounts, business units, and therapeutic areas to their full potential. In collaboration with Citrus Health Group leadership, they will support account forecasting, providing guidance, support, and strategic direction to drive client satisfaction, retention, and revenue growth. Your role will involve developing and executing account strategies, fostering strong client relationships, and collaborating with cross-functional teams to deliver exceptional service and results.

Responsibilities:

Client Relationship Management

• Serve as a primary point of contact for key client accounts, building and maintaining strong relationships based on trust, communication, and responsiveness
• Understand clients' business objectives, challenges, and priorities, and develop solutions and strategies to address their needs effectively
• Conduct regular meetings and check-ins with clients to provide updates, gather feedback, and address any concerns or issues

Client Service, Project Planning, Management, and Tracking

• Assume overall project-level ownership and responsibility, including determining and refining specifications ahead of project initiation; and tracking and maintaining the status of projects and their respective scopes, timelines, budgets, and deliverables
  • Proactively manage the account and be responsive to the client’s expectations and needs in project execution on a timely basis
• Draft workflows/timelines (using resources available) and review to ensure they are drafted accurately
• Formally initiate projects within WorkBook and with internal team members, alerting team members when project scope/budget has been approved and work may begin
• Own the integrity and accuracy of the status report and other client deliverables while maximizing the role of other colleagues in preparation of these documents
  • Draft recap of key-takeaways for team finalization
• Ensure that client meeting materials are accurately prepared (i.e., agenda, slides, meeting minutes, etc.)
• Assume ownership and responsibility for author relationships and their assigned tasks; remits include distribution and tracking of/follow-up on author responses to (or completion of) invitations, agreements, forms, and drafted or final deliverables; maintaining an archive of all these communications on the Citrus Health Group server (SharePoint)
• Own entries within client project tracking software (e.g., iEnvision, DataVision, PubsHub, PubStrat); remits may include creation and management of project entries, creation of review workflows, maintenance of any project checklists in the system, and final project audit and closure once completed
• Supports the submission of information to client databases (Veeva Vault, Zinc, etc.) for tracking physician payments, travel, meals, and gifts (Sunshine Act)

 Quality and Risk Control

• Ensure that all process steps rele