Client Relationship Manager, REMS Solutions

7 days ago

Brockton, Massachusetts, United States Syneos Health inVentiv Health Commercial LLC Full time

Job Summary

An Associate Account Manager is a key team member in the Global Risk Management and Full-Service REMS (GRMR) Business. Key responsibilities include identifying client needs, designing solutions, managing client deliverables, coordinating with internal teams, and delivering client contracts on time, on budget, and within scope. This professional must exhibit decision quality, action orientation, communication savvy, and resourcefulness as the support steward of client GRMR programs.

Key Responsibilities

  • Productivity
    • Builds positive working relationships with clients, staff, managers, leadership, and internal support teams.
    • Achieves billable utilization and managed book of business targets in service to client engagements.
    • Proactively seeks opportunities to build skills, experiences, and relationships by contributing to program engagements and internal initiatives.
    • Manages heavy workloads and competing responsibilities.
  • Delivery
    • Primary person responsible for GRMR program success.
    • Leads projects with cross-functional involvement and supervises all functional areas that support the programs.
    • Primary customer contact for GRMR programs. Manages day-to-day activities of the program and associated program team, overseeing all aspects of the project from start-up through close-out.
    • Acts as the day-to-day support person for the development of client deliverables, client relationship, financial oversight, and contract.
    • Collaborates with core teams to support the design, management, and execution of all aspects of a client engagement according to the customer's business goals and expectations.
    • Coordinates with additional support teams as needed through the program lifecycle.
    • Prepares for, attends, and facilitates client meetings and presentations.
    • Maintains program scope, budget, timelines, and resource allocations. Supports program activities and leverages internal tools and tracking systems to ensure program objectives, milestones, and timelines are met.
    • Aids in managing revenue and invoicing for projects.
    • Proactively escalates problems as they emerge to project leaders.
    • Assists in articulating customer needs via requirements to technology leads or designees. Final approval person for all program requirements.
    • Ensures projects are conducted according to Syneos Health and customer SOPs, as applicable.
    • Maintains project documentation to be 'audit ready.'
    • May support in sponsor/regulatory audits as required.
    • Leverages critical thinking and problem-solving skills to recommend creative ideas based on data analysis, personal experience, team guidance, and industry best practices.
    • Works with program management/leadership to challenge and pressure test client recommendations, when appropriate. Anticipates and supports client needs, concerns, and challenges through the design of alternatives and contingency plans. Demonstrates resourcefulness.
    • Navigates and resolves program ambiguity, client changes, delays/expedites, and/or unexpected findings with maturity and professionalism. Maintains regular communication with program leadership.
    • Communicates with clients, team members, and program leadership on a regular basis. Proactively communicates when timing is at risk. 'Manages up' to keep program leadership informed of activities, team dynamics, project status, scope changes, potential risks, and business development opportunities.
    • Exhibits professional, positive, respectful, and mature interactions internally and externally.
    • Other duties as assigned.
  • Community
    • Actively participates in company-sponsored events, training, and professional development opportunities, meetings, and office and Advisory Group initiatives.
    • Drives a positive, collaborative, and professional team culture through words, attitude, and actions.
    • Understands personal strengths and development needs. Seeks feedback and coaching. Sets annual professional development goals and engages in appropriate developmental stretch opportunities.
    • Proactively seeks opportunities to expand knowledge of the biopharmaceutical industry, consulting service offerings, and client products and markets. Deepens expertise in REMS requirements, service offerings, and/or functional areas.
    • Demonstrates Syneos Health core values in action and word.

Qualification Requirements

  • Bachelor's or higher degree (e.g. MBA, PhD, PharmD) in business or life sciences, or PMI Certified Associate in Project Management (CAPM) / Project Management Professional (PMP) or equivalent with significant experience (5+ years).
  • Ability to assess client needs and deliver high-quality, effective communications.
  • Must be fluent in English (written and spoken) with excellent PC skills including Microsoft Office, Internet fluency, and other related tools.
  • Excellent interpersonal, communication, presentation, and influencing skills.
  • Familiarity with Project Management tools (e.g. MS Project, SharePoint).
  • Demonstrated project management experience required.
  • Experience managing successful working relationships in a cross-functional, matrix environment.
  • Ability to multi-task, think critically, and prioritize competing high-focus priorities.
  • Skilled in directing the work of others and driving results.
  • Aptitude for translating ambiguity and uncertainty into actionable next steps through resourcefulness, resiliency, and adaptability.
  • Strong meeting facilitation skills.
  • Excellent time-management skills.

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