Client Portfolio Relations Manager

 

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I.    JOB SUMMARY 

 

Reporting to the Director of Client Portfolio & Relationship Management (CPRM), this role is responsible for serving as the primary point of contact for an assigned portfolio of CDMO clients serviced through the Camden site. Clients may include external CDMO customers or internal Emergent product customers.  This role collaborates extensively with Quality Leads and Technical Project Leads that form an extended CPRM Team.  The CPRM provides dedicated, cross-functional project management of operational activities that supports the product lifecycle within the manufacturing site (e.g., purchase orders, forecasting schedules, change orders, invoicing, and shipping project management activities). The role executes a client engagement model and governance, assures effective and routine open communications and relationship management discussions with internal Emergent functional groups, as well as external client groups. The CPRM is responsible for supporting regular and routine performance management and business reviews.  The role is vital to business and operational planning at the site and works to assure current client requests and support organizational needs. The person in this role integrates their understanding and knowledge of business plans and forecasts for Clients in the assigned portfolio with site Supply Chain leaders on matters of capacity and production planning. The CPRM also works as part of the team to review and execute continual process improvement methods for enhancing client satisfaction and business growth.  

II.    ESSENTIAL FUNCTIONS

 

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

•    Executes and manages client engagement model, which includes description of client management governance, agreements on routine operational communications / meetings, and periodic performance management discussions and business reviews
•    Executes client communications, associated with routine engagement, messaging, escalation, and notifications.
•    Manages and executes appropriate escalation for client matters within the Client Portfolio & Relationship Management Team, appropriate functions, site leadership and the CDMO BU.
•    Acts as primary liaison with the CDMO Commercial Operations team for ongoing client business, operational and contract management matters for the assigned client portfolio
•    Serves as site operations business manager, working with site and Supply Chain leadership to:
o    Assure client support prioritization alignment with product forecast and production priorities
o    Manage Client inventory position, communicate Client’s product necessity in market and their relevant business strategies and plans
o    Facilitate efforts of Ambassador team to deliver highest levels of service, attention to client inquires, escalation and needs for existing business
o    Assure connection and information sharing across site functions and with CDMO BU. 
•    Collaborates to achieve assure highest service-levels and engagement around management of Clients products at site; site operations and management clarity; attention to client inquires; product portfolio and production plans; service the site is expected to supply; initiates and follows-through on escalation, when required
•    Coordinates efforts to facilitate client product handoff from new product introduction and qualification activities to run-the-business portfolio management duties.
•    Orchestrates and assures close management and execution of improve-the-business activity (continuous improvement, deviation investigation and corrective / preventative action efforts) with assigned Clients.
•    Executes highly effective routines, tools, templates, and associated guidance for business meeting preparation, setting agendas, and associated standard work which aid client engagement experience.
•    Prepares and executes business and performance management discussions
•    Prepares for and executes client visits, including person in plant (PIP) visits. Supports audits and business reviews, in collaboration with other functions as required.
•    Works to ensure safe and compliant execution of activities, including collaboration with EH&S for client safety when on site.
•    Pursues individual development, training, and workload management
•    Executes goals and accountabilities based on agreed objectives and results.
•    Collaborate and communi