POSITION TITLE:                               Client Services Manager      

REPORTS TO:                                      Director of Client Services

EXEMPT/NON-EXEMPT:                      Exempt

JOB SUMMARY:

The Client Services Manager (CSM) is MMI’s primary point of contact for client relationship management. Primary responsibilities include proposal development and delivery, client liaison and retention, communication, and relationship-building. The CSM will collaborate with staff from Client & Technical Services, Business Development, Operations, and Finance & Administration to produce comprehensive, technically sound proposals and other business documents.  The CSM will be responsible for managing key business accounts as well ensuring client satisfaction.

DUTIES AND RESPONSIBILITIES:

• Establish and maintain routine communication with clients’ senior management and executives
• Seek opportunities for repeat business and long-term partnerships with existing clients
• Pursue and support consulting opportunities and sales of value-added services
• Develop proposals and capabilities presentations for business opportunities
• Maintain and enforce high quality standards for all CTS work products
• Manage contract renewals, amendments, and scope changes for ongoing projects
• Develop preferred pricing and service models for strategic accounts
• Ensure a smooth transition (“hand-off”) from the contracting phase to the project initiation phase
• Conduct face-to-face client meetings at tradeshows and client sites, and attend investigator / coordinator meetings
• Coordinate with Production to provide routine project health summaries and status updates
• Build client awareness of internal quality initiatives and continuous improvement programs
• Solicit routine client feedback on MMI’s performance and discuss opportunities for improvement
• Serve as the designated contact for complaint escalation, handling, and remediation
• Ensure that all client concerns are dealt with in an efficient, effective, and timely manner
• Provide regular updates to MMI’s senior management on all key account activity and future work
• Plan and propose improvements to processes and services based on client feedback
• Maintain in-depth understanding of MMI’s core technology, services, and operational capabilities
• Ensure that all account information, contracts, and documentation are properly maintained
• Understand Medical Metrics Quality Policy and support the achievement of the organization’s quality objectives and take corrective action when necessary to mitigate organizational risk
• Comply with company policies and procedures, as well as ISO 9001 and Current Good Clinical Practices (cGCP’s) relative to job tasks
• Ensure compliance with HR policies and procedures

COMPANY & COMPENSATION:

• Medical Metrics Inc. (MMI) is a fast-growing, independent imaging core laboratory based in Houston, TX. MMI provides image analysis and consulting services to medical device, biologics, and pharmaceutical companies in support of their clinical trials and product R&D.
• Competitive salary, commensurate with experience and qualifications
• Excellent benefits package including medical, dental, and life insurance, 401(k) plan, and paid vacation and holidays