WuXi AppTec

  • Operational Client Relationship Manager

    Job Locations US-PA-Philadelphia
    Job ID
    2018-4459
  • Overview

    The Client Relationship Manager is responsible for maintaining the customer relationships after the sale is closed or is an ongoing strategic testing program.  The Manager reports into Testing Operations and works closely with the testing team to manage client relationships and operational management of key programs.  They will continue to work with customers to keep them up to date on operations and technical services to maintain the relationship between the client and WuXi AppTec

    Responsibilities

    • Build and maintain strategic relationships with testing and manufacturing clients.
    • Participates in Manufacturing Core Team Meetings to ensure planning and coordination of all testing services is communicated to Testing Operations. 
    • Works closely with Analytical Development and Testing Schedulers / planners to coordinate and plan testing. 
    • Conducts business reviews as needed to ensure clients are satisfied with their products and services
    • Works with customers to expand testing services that operations can support to build long standing relationships with Customers and improve client retention
    • Identify areas for improvement within the business operation and serves a key role in to executing with Testing Operations
    • Provides customer query resolution specifically around escalations
    • Provides complaint resolution and customer service ensuring a fair and consistent approach is delivered for customers
    • Confidence to make decisions, exercise judgment and use initiative
    • Manage Client expectation throughout the process in terms of when their expectations could be met through verbal, written and regular communication
    • Provides support to the Client Delivery Team
    • Contributes to the overall operations and to the achievement of departmental goals
    • Understanding of Good Manufacturing Practices
    • Other duties as assigned
    • May be required to assist in other departments 
    • Ability to work in a team environment and independently as required
    • Maybe required to work Holidays and weekends 
    • Perform job specific tasks in compliance with applicable Regulations, International Standards, and WuXi AppTec Policies and Standard Operating Procedures.

     

    Qualifications

    Experience / Education   

    • 5+  years relevant technical experience and min 2 years in a Lead/Leadership/Supervisory Role
    • BS/BA in Science related field preferred; or combination of relevant Experience & Education

     

    Knowledge / Skills / Abilities:

    • Excellent communication skills and attention to detail
    • Knowledge of technical services offered by WuXi AppTec
    • Experience with Planning and Project Plans to meet Strategic Goals of WuXi and the Client
    • Excellent customer service skills and telephone manner
    • Able to work on own initiative as well as part of a team
    • Undertake a detailed review of protracted and difficult complaints with the aim of resolving as many cases as possible
    • Be a confident and calm individual who is self-motivated, a strong team player who enjoys working autonomously as well as part of a team
    • Effective multi-tasking skills and time management required
    • Ability to evaluate technical data
    • Ability to use judgment as dictated by complexity of situations
    • Ability to clearly express and exchange ideas by means of verbal and written communication
    • Ability to work effectively as part of a team and exhibit effective interpersonal skills
    • Ability to perform light physical work, lifting up to 20 pounds as needed, and performing activities such as repetitive motions
    • Clarity of vision at all ranges, depth perception, and ability to identify and distinguish colors
    • Proficient in Oral & Written communication skills
    • Need to be able to read, write and understand English
    • Proficient in Microsoft (Project,Excel, Word, Outlook)
    • Travel may be required

    Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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