Associate Technical Client Manager (Pharmaceutical)

The Associate Technical Client Manager will act as a liaison between select major clients and the laboratoryPrepare and oversee the preparation and submittal of responses to smaller project quotes.Collaborate with clients and business development team to schedule teleconferences and face-to-face meetings as needed, run meetings, and generate agendas and meeting minutes for project scoping and quoting purposes.You will give clients technical support and advice where needed to maintain high customer satisfaction that we are the preferred service provider.Respond to enquiries (phone, Web, e-mail enquiries) on complex jobs; provide information to clients and record details in request tracking tool as appropriateProvide Technical Support for the Business Development TeamWork with operations and sales to the scope and prepare client proposals for project work and forward these proposals to appropriate sales staffUpon receipt of signed quote or contract ensure that operations are notified of incoming samplesFor larger projects take part in the client kick-off meeting with the goal of handing over the project management to a project manager once the samples are in-houseConduct all follow up with customers to ensure receipt of samples as per contractUnderstand the needs of the client and communicate this information to the project manager and operational staffHandle all daily client interactions regarding project requirements and activities before samples arriveAct as the voice of the customer in the lab and manage business-related complaints relating to Service Quality from enquiry to payment receivedEnsure all sample/documentation/methodology related issues are resolved with the client prior to booking the sample(s) for testingWhen any significant new opportunity with a client is identified, pass this to the business development group so as to ensure the development of this opportunityMentor Client Services Associates when neededProvide backup for Client Service Associates when neededWhere involved, comply with regulatory requirements to support GMP, GLP & ISO standards