Director, Client Services

Agawam, Massachusetts, United States Full-time

Position Title: Director, Client Services
Location(s):  Agawam
Start Date: ASAP
Employment Type: Full Time
Starting Salary Range: Competitive
Job Requisition #: 18049

The Director of Client Services is responsible for managing the day-to-day interactions between Avista Pharma’s Client Service team, lab personnel, and clients.  In addition to supporting clients on a daily basis, the Director will work directly with Business Development to expand business with existing accounts. This is an on-site position with some opportunities to represent Avista by attending local trade shows and conferences as assigned.

DUTIES:

  • Manage the Client Service team, who serve as the primary point of contact for clients, responsible for project related communications with clients, management, lab personnel, sales and quality. 
  • Supervise, support, train, and develop the Client Service team.
  • Work closely with lab management and business development to resolve any client issues or inquiries.
  • Contact clients to clarify any discrepancies with received samples, test request forms (TRF), and all associated documentation.
  • Via proactive communication, develop deeper relationships with existing clients and increase sales to meet current monthly, quarterly and EOY targets.
  • Oversee the process of generating proposals for new business, including annual proposals and ad hoc client requests.
  • Perform other duties as assigned.

QUALIFICATIONS:

  • Bachelor’s Degree (or advanced degree) strongly preferred with 5+ years related experience with 2+ years supervisory experience.
  • Industry experience – CDMO preferred with understanding of current compendia, terminology, and test requirements.  Familiar with cGMP requirements.
  • Requires strong time management, project management and client service skills to build and maintain client relationships.
  • Excellent computer skills, including Microsoft Word, Excel, and Outlook, and Internet with experience working with various templates and styles.
  • Experience with Salesforce.com or other CRM preferred.
  • Minimal travel is required.

SUCCESS FACTORS:

  • Communicate clearly and effectively both orally and in writing with clients and other employees.
  • Goal-oriented, with ability to prioritize and manage multiple tasks and numerous projects in a fast-paced environment.
  • Direct interaction with Clients and demonstrates a level of business acumen for handling client requests to obtain a outcome suitable for the client and the Company.
  • Demonstrated exceptional engagement and Interpersonal skills.
  • Ability to translate technical knowledge into guidance that is appropriate for audiences with differing degrees of experience.
  • Ability to manage multiple projects in a demanding fast-paced environment.
  • Strong problem-solving abilities.

Avista Pharma Solutions is an Equal Opportunity / Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.