Client Relations Manager I

Position Summary

Responsible for one large key client account or a portfolio of mid-sized clients that include U.S. retailers and brands. The goal will be to build relationships of such high quality that those relationships create BV promoters within clients and within their suppliers to fuel growth. This will be accomplished by working with a variety of departments within the client including but not limited to their quality assurance, regulatory compliance, logistics, legal, product development, buying/merchant teams, sustainability, sourcing, etc. There will also be active engagement within the supply chains of the client working with their agents, vendors and factories.

Objective

Manage client relationships and achieve sales goals while assuring optimal operational performance by increasing the number of customer promoters and reducing the number of detractors while also contributing to the mutually beneficial client/service provider relationship.

Major Roles & Responsibilities

• Perform all aspects of planning, organizing and managing information and resources to bring about the successful management of client requests within the network
• Responsible for the management of communication between assigned key account(s) and BV Consumer Products Services laboratories worldwide
  
  Forecast and monitor client sales and submissions utilizing the designated CRM tool.
• Assist in the development, implementation and maintenance of internal and external client documentation, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards, utilizing Asia PSD/PM where possible
• Prepare for and participate in client meetings, conference calls and presentations, training seminars and/or tradeshows
• Assist in defining with the client their compliance, safety and quality testing approaches relating to their consumer products. Also, update any regulatory or program changes as appropriate and communicate, facilitating with technical services/consulting where possible
• Escalate issues that do not meet client expectations with N+1 for engagement and resolution
• Utilize Program Start Up Global Process as required
• Monitor, identify and communicate any risk or opportunities based on review of the health of the account
• Analyze program data/client performance measurements to call out trends, note inconsistencies and highlight areas for improvement presenting as data with purpose during business review with customer
• Continual improvement of client programs in terms of efficiency and effectiveness
• Utilize knowledge of client non-technical program requirements to benchmark program against other clients, utilizing Asia PSD/PM where possible
• Analyze data comparisons to standardize and improve the efficiency and effectiveness of client programs, utilizing Asia PSD/PM where possible
• Ensure accurate and complete delivery of services within the defined turnaround times, including protocol development, technical questions, research, process questions and follow-up, utilizing Asia PSD/PM where possible
• Regular communication to Account Management on the status of outstanding projects with them as assigned
• Provide communication and updates to the network/region regarding accounts
  
  Provide regular feedback to the operations and technical services processes to optimize effectiveness
• Other duties as assigned by Supervisor/Manager

Key Performance Indicators & Metrics (Criteria for Performance Evaluation)

KPI's for this role will be determined as part of the annual PMP process, but could include:

Client Relations Manager I:

Generate Sustainable Growth:

• Increase net promoter score for assigned clients

Delivers Value to Clients:

• Generate and deliver Strategic Business Reviews ensuring that it is a vehicle to highlight performance and strategic alignment with the client, including data with purpose
• Achieve client satisfaction while developing relationships with key decision makers and influencers
• Support OSC with client application – including new products

Achieves Ops Excellence:

• Ensure accurate and complete delivery of services within the defined turnaround times, including protocol development, turnaround time, price quote generation, technical questions/research, process questions and follow-up, facilitating through ASIA PSD/PM where possible
• Complaint escalation/resolution
• Drive usage of SFDC to manage client interactions (cases, issues, SBRs, etc.)

Knowledge, Skills, Abilities

• Excellent customer focus
• Act as client advocate
• Ability to understand technical information and translate into common terminology
• Strong analytical, problem solving, attention to detail and process improvement skills
• Ability to work well under pressure, to handle crisis situations, and balance several tasks simultaneously
  
  Confidential
• Excellent communication and interpersonal skills required, as well as effectively communicate with a cross-cultural workforce and client base.
• A team player able to work effectively across different departments, functions, and environments
• Responsible and self-directed
• Must possess strong work ethic and excellent client service skills to ensure effective responsive client interaction (internal and external)
• Must be able to take ownership of projects to drive to successful completion
• Must be able to perform with a sense of urgency and sensitivity to deadlines
• Business acumen (forecasting sales, evaluating customer needs)
• A working knowledge of the regulatory industry.
• Proficiency in MS Office and Outlook, PowerPoint

Experience and Educational Background Required for the Job

Client Relations Manager I:

• 4 year degree in a related field
  
  2 years cumulative experience with high level client administration

Compensation Range:$65,000 - $75,000 annually (e.g., the job posting is not necessarily reflective of actual compensation that may be earned, and actual compensation is subject to variation due to such factors as locations, education, experience, and skillset).