Description
As a Client Services Manager (CSM) you will be a part of the Client Services team and have full responsibility for coordinating the operations needs for multiple Syneos Customers at one time. CSMs are responsible for building a trusted relationship with the Customer contacts as well as becoming the right hand of Syneos account leadership, e.g., the National Business Director and internal operational subject matter experts (SMEs). The CSM plays a key role in the account’s cultivation, growth, retention, and renewal. This role is Customer-facing; CSMs must be passionate project managers, be extremely organized, proactive, flexible, and comfortable in a fast-paced environment that constantly changes. Client Services is a team sport, and we are more interested in Tiggers than Eeyores; we invite you to join us if you are passionate about account management, have an authentic viewpoint, a sincere work ethic, and desire to grow.
JOB RESPONSIBILITIES
Duties may include, but are not limited to, any of the following:
- Act as the Customer support liaison on internal and external workstream meetings, from launch through steady state, inclusive of project close out.
- Facilitate all elements of internal and Customer-facing meetings including agenda creation, discussion, documentation and follow through, e.g., herding the cats.
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Produce, manage; and present key communications including timelines, project plans, workstream updates, etc. in a user-friendly fashion.
- CSM is the primary account owner and ensures accomplishment of all operational elements, identification of issues, appropriate escalation, and solution creation.
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Responsible for accurate and timely Syneos system updates and project documentation, including oversight of tasks owned by the Argentina-based specialist teammates.
- The CSM must be competent in indirect leadership, e.g., managing non-direct report colleagues and attaining team goals.
- Act as the first point of contact for our field/medical/engagement center team personnel related to operational needs, e.g., the CSM is the head of the operations pit crew.
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Proactively work with Customers, project & internal leads to accomplish essential tasks, timelines and deliverables.
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Seek to constantly improve processes, add value to the Customer experience, and aim for excellence, this incudes design of effective processes and identification of best practices and impactful change management.
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Once on-boarded CSMs participate in special projects to expand exposure to the Syneos organization and cultivate the skills necessary to grow a Syneos career.
- Become a true Client Services teammate by actively participating in department activities such as mentorship, culture club, book club, etc.
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Bring your authentic self, your creativity, sense of humor, have a point-of-view, and be solution oriented!
QUALIFICATION REQUIREMENTS
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BA/BS or equivalent experience.
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Previous pharmaceutical or healthcare experience a plus.
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Demonstrated ability to formally plan, execute, and deliver projects.
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Excellent client facing interpersonal and communication skills both verbal and written.
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Organized, detail oriented and analytical skills.
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High emotional intelligence, composed, able to lead during challenging times.
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Working knowledge of account management discipline and related tools/techniques
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Able to quickly learn and retain information systems & logistics as it relates to customer needs.
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Ability to translate customer needs into operational requirements and identify key stakeholders to support those needs.
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This person will support the operational element related to all Syneos channels including field sales, Medical, Engagement Center, Nurse, and market Access teams.
- Smartsheet experience a plus
- Knowledge of Veeva and Salesforce.com or other CRM is strongly desired.
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Willingness to travel ~10%.
Disclaimer: Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.
At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.
Why Syneos Health? We partner with industry experts to solve and execute against today's toughest commercialization challenges facing the world's leading healthcare companies. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities on our Commercial Operations and Leadership teams. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients' lives around the world.
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Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)
