Client Relations Manager I

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Position Summary:

The purpose of this position is to develop strong and sustainable working relationships with assigned clients while providing functional leadership for the management of client programs and develop plans and implement sales and growth strategies for assigned client portfolio that includes both global clients with services primarily performed in the US and locally managed strategic accounts. 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. Provide updates and overall account health status to Regional Leadership team.

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 region and globally (as needed)
• Interface with clients to continuously calibrate their expectations with BVCPS performance and resolve or escalate issues that do not meet client expectations.
• Responsible for the management of communication between assigned accounts and BV Consumer Products Services laboratories and operating offices
• Develop and manage the development of additional service offerings to existing accounts to fully maximize BVCPS’ engagement with the client.

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• Achievement of annual incremental growth and assigned sales targets.
• Lead in creation of service proposals, quoting, price negotiation, discounts, contracts, RFP’s between client and BVCPS related parties.
• Manage client meetings and presentations (in person or remote) along with participating in training seminars and/or tradeshows.
• Maintaining account activities in Sales Force.com (Accounts, Opportunities, Contacts, etc.)

• Grow market share of major OOA program clients
• Lead 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
• Escalate issues that do not meet client expectations with N+1 for engagement and resolution
• Monitor, identify and communicate any risk or opportunities based on review of the health of the account
• Continual improvement of client programs in terms of efficiency and effectiveness

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• Utilize knowledge of client non-technical program requirements to benchmark program against other clients
• Support in the creation and execution of account reviews quarterly (SBR)
• Analyze data comparisons to standardize and improve the efficiency and effectiveness of client programs
• Other duties as assigned by Manager

Required Skills & Proficiencies:

• Excellent customer focus
• Act as client advocate
• Ability to interpret 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
• Excellent communication and interpersonal skills required, as well as effectively communicate with a cross-cultural workforce and client base.

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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 and technical knowledge
Proficiency in MS Office and Lotus Notes

Education and Experience:

4 year degree in a related field, MBA desirable
2 years cumulative experience with high level client administration
equivalent combination of education and experience may be accepted in lieu of above.

Compensation Range: $70k-75k 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).