As the director of client services, you will work closely with the commercial team which will include Business Development, Marketing, Project Management and Operations focused on commercial activities. Manage all aspects of client services to ensure protocol requirement s are met along with supporting the commercial organization.
The Director of Client Services is responsible for all but not limited to the following:
- Setting up the CRM in conjunction with marketing focused on commercial needs
- Management and organization of the client database
- Setup up quoting processes to ensure accurate deliverables with short TAT
- Coordination and preparation of technical information to support commercial
- Document preparation to support commercial
- Liaise with internal groups to ensure consistency and timely response of support questions/documents to the commercial team/clients.
- Assign inbound leads to the commercial team
- Inside Sales support functions
- Work with quoting and scheduling to develop a process to respond to quote requests in a timely manner. (less than 5 days)
- Post sale support for queries from data deliverables.
- liaise with BD, PM, Data management and customers to address inquiries
- address all client inquiries
- support sales with technical and scientific data
- Manage changes to service offerings and communications to clients as well as properly document changes for future reference
- Ensure BDs have technical support needed to address inquiries (marketing alignment)
- Manage Customer Inquiry Module to document customer complaints/inquiries to ensure proper documentation to be reviewable in audits. (CIF)
- Prepare documentation for internal and external audits (Liaise with QA)
- ensure SOPs are maintained and followed for customer communications
- Assist with key account management support
- Maintain and control marketing collateral
- Update and maintain CRM to ensure offerings are accurate
- Assist planning and executing tradeshows, webinars, e-mail marketing, drip campaigns, advertising
- maintain and monitor budget
