Are you passionate about providing exceptional client service? Consider joining ERT's Service Delivery team as a Portfolio Manager - Emerging Accounts!
This newly created role will take responsibility for service delivery excellence, leading the overall account management and account development operational processes for a portfolio of 3-10 assigned clients. This includes responsibility for account planning, client-specific issue resolution, and overall client satisfaction for your portfolio of clients, each with multiple studies and across multiple service lines within ERT.
ERT is a global data and technology company that minimizes uncertainty and risk in clinical trials so that customers can move ahead with confidence. With nearly 50 years of clinical and therapeutic experience, ERT balances knowledge of what works with a vision for what’s next, so we can adapt without compromising standards.
ERT is a growing and rewarding place to advance your career, especially for those who are passionate about finding solutions that improve lives – or save lives – for millions of people around the world. Our success starts with caring and collaborative people, from the recent college grad who’s just getting started to the seasoned professional with a wealth of knowledge, skills and experience. Together, we’re making a difference.
In this high-visibility role, you will
Oversee the definition, development, and management of account maintenance, and support operational account planning including overall responsibility for client issue resolution, client quality and customer satisfaction
Guide and support the Project Managers who serve as the primary liaison between the on-going Study Support Services and client contacts. Attend all internal client reviews and external client dashboard meetings (governance or other account-level interactions)
Direct the performance of frequent reviews of client operational metrics, translate metrics to business information, and oversee the development of resulting action plans. Facilitate ERT operational planning for upcoming client business events (re-alignments, expansions, new studies/projects, etc.)
Develop and institutionalize processes to analyze the health of study engagements with the client and make recommendations for improvement across ERT services as well as services provided by other vendors (or services provided by the client themselves)
Ensure seamless operational linkages and business process definition across all services provided to the account by ERT
Review customer pipeline and forecast upcoming studies and resourcing with proactively with the customer
Onboard new PMs onto the account to ensure successful account-level training and transition
Opportunity identification and share leads with BD to expand ERT’s current service offerings, in collaboration with Business Development Portfolio reps
Engage and stay current with your clients on industry trends and best practices related to services being provided by ERT. Identify opportunities for innovation and efficiency within your assigned accounts and liaise with business development to drive forward these opportunities to ensure a strong voice of customer
Support Business Development to conduct periodic governance meetings with client senior management (Directors and VPs) to understand the current business landscape (as well as upcoming changes). Understand the impact on the client’s environment and the impact to any ERT provided services including opportunities for new services
The duties and responsibilities listed in this job description represent the major responsibilities of the position. ERT reserves the right to update this job description. Other duties and responsibilities may be assigned, as required. This job description and any attachments do not constitute or represent a contract.
This key role requires a true Project Management professional.
What we seek:
Bachelor’s Degree (preferably in a technical or computer related field)
3-5 years of experience in Account Management
Pharmaceutical industry knowledge; worked in or consulted to the industry for a minimum of 3 years across multiple clinical data capture functions
Operational knowledge of Clinical Trials data collections
Deep understanding of ERT’s (or similar organization’s) current and service offerings
Excellent oral and written communication skills
Comfortable interacting and making presentations to Directors/VPs at client sites
Financial competencies around sales and profitability
Strong customer focus and orientation
Ability to manage client interactions and influence client decisions
Excellent mentoring and people management/influencing skills
What we Offer:
Competitive Salary plus Annual bonus target
Excellent On-Boarding plan
Global Exchange Program
Exceptional Tuition Reimbursement scheme
Comprehensive Benefits Package, including a generous paid time off program
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.