Covance

  • Senior Manager, Client Services

    Job Location(s) UK-Maidenhead
    Job Number
    2018-18986
    Job Category
    Business Development/Sales
    Position Type
    Full-Time
  • Job Overview

    The Senior Manager, Client Services is responsible for producing winning proposals with specific client focused strategies and commercial mindset. Critical functions include collaboration with clinical and scientific experts, SMEs, and business development executives across the organization to obtain information and assist in a successful win. The ideal candidate has significant experience in Functional Service Providers (FSP) proposal writing and brings a global commercial mindset to the opportunity, but not limited to the following:

    • Builds processes and teams that are focused and equipped to deliver proposals and RFIs; ensuring team adheres to proposal and pricing processes requirements
    • Acts as line manager for Proposal team ensuring alignment with objectives (>3 direct reports)
    • Performs general supervisory duties for assigned staff including work scheduling, performance evaluation activities, career development and preparation of training plans, where applicable
    • Acts as a consultant/expert POC on complex RFPs/quotes
    • Responsible for senior management-facing activities surrounding assigned client opportunities
    • Takes action to troubleshoot issues around client inquiry requirements and Covance capabilities
    • Oversees and advises Proposal staff on pricing decisions and appropriate responses to customer issues
    • Leads internal and external opportunity management negotiations (i.e. pricing, process, resources, etc.), developing strategic solutions when required
    • Responsible for the maintenance and continued development of client relationships for all Proposal team members
    • Provides training and guidance to Client Service staff (on process, effective communication, etc.)
    • Performs or ensures quality control activities for Proposal staff
    • Monitors team capacity and assist in priority setting while maintaining performance standards
    • Troubleshoots triage issues surrounding new inquiries
    • Works closely with other Covance Client Service teams; interacts extensively with other BU functional areas
    • Acts as Proposal department leader to internal/external customers
    • Communicates and presents the GCO/departmental vision, involving particularly the dissemination of information on Covance, BU-specific and commercial topics
    • Ensures effective staffing and business continuity within Proposals (i.e. problem-solving against market concerns, resourcing issues, etc.)
    • Ensures consistent implementation of global processes and procedures
    • Identifies and drives team improvement opportunities, applies analytical tools to process issues, and takes ownership for team process improvement
    • Ensures that financial targets are met and that an appropriate forward load is maintained
    • Works with Operations and Senior Management where applicable to regularly review pricing policy and establish prices for individual studies, ensuring that the services offered remain competitive
    • Works closely with Marketing and Operations on the generation and application of appropriate text and/or pricing for new service offerings
    • Participates in interdepartmental and cross-site projects
    • Identifies key departmental metrics (i.e. quality, productivity, etc)
    • Reviews, analyzes and interprets departmental reports
    • Maintains appropriate knowledge of current and future technical and regulatory environments

    Education/Qualifications

    Bachelor’s degree in a scientific, business or related field (or equivalent work experience)

    Experience

    • Minimum of 10 years direct CRO/pharma experience with 5 years in a supervisory role preferred
    • Excellent customer service skills, attention to detail and ability to be persistent while maintaining tact
    • Demonstrated ability to plan, multi-task and prioritize
    • Demonstrated teamwork, communication (written and verbal), and organizational skills
    • Ability to work to deadlines and problem-solve
    • Strong analytical skills
    • Ability to communicate appropriately and effectively with clients and Covance senior management
    • Positive attitude and sense of urgency
    • Possesses a strong knowledge of and ability to work across Covance BU lines
    • Ability to negotiate
    • Demonstrated leadership ability

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