Director, Client Services

Overview

LabConnect improves lives by partnering with pharmaceutical and biotech companies, and clinical research organizations (CROs) to accelerate the development of new medicines around the world.

We are an independent, global, one-stop-shop focused on delivering Central Laboratory Services that are tailor-made, timely and flexible to meet the evolving study demands of traditional to increasingly complex trials. Additionally, we provide Functional Service Provider (FSP) Solutions, supporting our clients with scientific and technical expertise, acting as an extension of their team, coordinating all laboratory related needs, advising on strategies for lab data collection and providing end-to-end analytical and logistical solutions.


Summary:
The Director, Client Services is a key leadership role responsible for the delivery of study support requirements on cost and on schedule, while establishing and maintaining trusted advisor relationships with customers in support of mutual value creation. The Director, Client Services is responsible for setting direction and leading a client-facing project management team, collaborating with operational and function leaders, and ensuring successful study management from initiation to closure.

General responsibilities include but are not limited to:

Responsibilities:
• Build and lead a team of client-facing project managers and project support staff. Mentor, train, coach, and develop the skills of the team.
• Set and manage client expectations.
• Liaise with BD and ELT to establish and execute client acquisition, growth, and retention strategies.
• Establish and execute client service delivery model and empower the next level of leadership to drive accountability in their teams.
• Establish budgets and develop periodic staffing forecasts to ensure optimal resource allocation across the team.
• Measure and monitor real-time client health, drive on-time study start up, and ensure effective study management through to close.
• With segment lead peers and others, establish and continually improve study management approach, and working practices with other functions.
• With segment lead peers, work with HR to establish and continually refine programs for rapid team member onboarding and ongoing training.
• Act as client advocate within LabConnect and liaise with internal stakeholders.
• Support client audits and liaise with lab network (as needed).

Education and Qualifications:
• 5+ years of team leadership and client management experience in a central lab, contract research organization, and/or sponsor environment.
• Global work experience with teams and clients across cultures and time zones.
• Bachelor’s degree in life sciences or related field required. Graduate degree in business administration and/or related field highly desired.

Required Skills:
• Leadership, presence, judgement, communication, and client-engagement skills to effectively operate at the executive level.
• Thrives in building highly effective teams; possesses strong people management skills.
• Solution-oriented approach to assessing and resolving issues/escalations in a timely manner.
• Clinical trial research industry expertise and strategic perspective on marketplace dynamics.
• Proactive, strategic thinking and planning.

Language Ability:
Ability to read, write and comprehend internal and external correspondence, meeting agendas and meeting notes.

Mathematical Ability:
Ability to apply simple mathematical skills and abstract thinking in a logical and organized manner.

Reasoning Ability:
Ability to solve practical problems, investigate issues, draw correct and logical conclusions; the ability to understand instructions, mathematical and diagrammatic representations of data in both an abstract and concrete manner.

Computer Skills:
To perform this job successfully, an individual must have advanced working knowledge of Microsoft Office applications, including word processing software, spreadsheet software and the ability to learn and master company specific HR systems.

Supervisory Responsibilities:
Management level team members.

Work Environment:
The noise level in the work environment is usually moderate.

Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

This job description should not be construed to imply that these requirements are the exclusive standards of t