Thermo Fisher Scientific Sr. Client Services Leader in Cincinnati, Ohio

Job Description

Serves as the primary client interface point for site operations. Performs day-to-day client project and business tasks that support commercial and development products. Maintains primary client relationship communication to maximize client services and satisfaction. Manages a defined portfolio of clients and projects with high complexity with stability projects, commercial projects and various other project initiatives.

Essential Functions:

Manages day-to-day management of client accounts that are complex in scope and higher in revenue size. Serves as the primary contact for demand delivery.

Facilitates business review meetings, meeting minutes, meeting agendas, routine client meeting creation/management, and maintenance of all primary contact and primary team contact information.Maintains VOC client survey schedule. Guides and facilitates new project kick-offs, business review meetings, and other ad hoc technical meetings.

Primary project lead for early phase programs, Pre-Tox, Tox, Phase 1 / early Phase II.Executes projects outlined under development contracts in support of client needs.

Creates and/or maintains the project schedule by following the timeline. Oversees forecasting and demand planning for client for resource allocation purposes in order to improve forecast accuracy of client portfolio.

Creates and/or maintains on ChangePoint deliverables.Initiates process for triggering invoicing to clients, adheres to best financial practices, and tracks revenue of the project.Supports Business Management and Portfolio Management Teams with profitability and pricing management.

Ensures batch production issue resolution, batch production issues, and quality investigations are handled efficiently and effectively while protecting company and client’s interests and image.

Serves as the client site representative, primary contact for client service requests, and primary contact for initial client escalations. Works closely with Project Manager and Business Manger to ensure best in class service for the client.

Receives the forecast and inputs the demand into the S&OP cycle.

Ensures contract compliance, facilitates capture for execution of additional services, and performs annual contract pricing.

Ensures proper project close out and yearly maintenance of commercial products.Co-facilitates launch reviews and project closure.

Reviews and implements contract amendments (Change of Scope / Project Expansions) for new work in accordance with the proper financial accountability limits.

Contributes to identifying new sales/portfolio expansion opportunities within the site processes by workingwith Business Manager and Sales.

Education:

Bachelor’s degree in Science, Business or related field. MBA preferred.

Experience:

Three to five years of pharmaceutical industry or and/or client interface experience preferred.

Equivalency :

Equivalent combinations of education, training, and relevant work experience may be considered.

Competencies:

Understanding of project management principles is strongly preferred. Knowledge of GMP and pharmaceutical industry is strongly preferred. Previously held role in technical capacity or equivalent technical experience preferred. Demonstrated experience at multi-tasking and managing multiple scopes of work simultaneously. Strong and reliable decision maker. Excellent interpersonal and communication skills. Well organized and detail-oriented. Leadership and conflict resolution skills have been demonstrated. Ability to prioritize multiple tasks across a portfolio of projects. Prior experience understanding and reading contracts is preferred. Responsible and accountable for the client experience.

Physical Requirements:

Position requires ordinary ambulatory skills and physical coordination sufficient to move about office locations; visual acuity to use a keyboard, computer monitor and read materials for prolonged periods of time.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.