Client Services Manager

Description

This is a hybrid position - 2 days in office.

COMPANY & COMPENSATION:

• Medical Metrics Inc. (MMI) is a fast-growing, independent imaging core laboratory based in Houston, TX. MMI provides image analysis and consulting services to medical device, biologics, and pharmaceutical companies in support of their clinical trials and product R&D.
• Competitive salary, commensurate with experience and qualifications
• Excellent benefits package including medical, dental, and life insurance, 401(k) plan, and paid vacation and holidays

JOB SUMMARY:

The Client Services Manager (CSM) is MMI’s primary point of contact for client relationship management. Primary responsibilities include proposal development and delivery, client liaison and retention, communication, and relationship building. The CSM will collaborate with staff from Operations, Technology Enablement, Finance & Accounting, and other divisions within the Client and Scientific Solutions (CSS) department to produce comprehensive, technically sound proposals and other business documents. The CSM will be responsible for managing key business accounts as well ensuring client satisfaction.

DUTIES AND RESPONSIBILITIES:

• Establish and maintain routine communication with clients’ senior management and executives
• Seek opportunities for repeat business and long-term partnerships with existing clients
• Pursue and support consulting opportunities and sales of value-added services
• Develop proposals and capabilities presentations for business opportunities
• Maintain and enforce high quality standards for all CTS work products
• Manage contract renewals, amendments, and scope changes for ongoing projects
• Develop preferred pricing and service models for strategic accounts
• Ensure a smooth transition (“hand-off”) from the contracting phase to the project initiation phase
• Conduct face-to-face client meetings at tradeshows and client sites, and attend investigator / coordinator meetings
• Coordinate with Production to provide routine project health summaries and status updates
• Build client awareness of internal quality initiatives and continuous improvement programs
• Solicit routine client feedback on MMI’s performance and discuss opportunities for improvement
• Serve as the designated contact for complaint escalation, handling, and remediation
• Ensure that all client concerns are dealt with in an efficient, effective, and timely manner
• Provide regular updates to MMI’s senior management on all key account activity and future work
• Plan and propose improvements to processes and services based on client feedback
• Maintain in-depth understanding of MMI’s core technology, services, and operational capabilities
• Leverage AI-powered tools, per MMI’s AI policy, to monitor industry trends and prospect engagement signals to translate insights into sales
• Ensure that all account information, contracts, and documentation are properly maintained
• Understand Medical Metrics Quality Policy and support the achievement of the organization’s quality objectives and take corrective action when necessary to mitigate organizational risk
• Comply with company policies and procedures, as well as ISO 9001 and Current Good Clinical Practices (cGCP’s) relative to job tasks
• Ensure compliance with HR policies and procedures

Requirements

EDUCATION AND EXPERIENCE:

• Undergraduate degree in a technical discipline from a top-tier university, with an advanced technical degree (MS and/or PhD) and/or MBA
• Minimum 4 years’ experience in a technical or scientific discipline with demonstrated expertise in project management in a B2B work environment
• Minimum 2 years’ experience in medical imaging and/or clinical research, preferably with training and expertise in diagnostic modalities such as X-ray, CT and MRI
• Preferred: Prior technical sales or consulting experience, Experience managing and expanding client relationships

SKILLS REQUIRED:

• Exceptional communication, presentation, and client service skills
• Excellent written and interpersonal skills
• Ability to communicate technical concepts to non-technical audiences
• Impeccable work ethic and attention to detail
• Solid analytical and practical problem-solving skills
• Ability to professionally manage complex incidents to resolution
• Able to plan and execute responsibilities with minimal supervision
• Effective time management, organizational, and leadership skills
• Adept at acquiring technical knowledge through personal research and self-directed study
• Highly motivated and persistent

PLUSES:

• Prior work experience or research in medical devices or biopharmaceuticals with an emphasis on spine, orthopedics, cardiology, and/or neurology
• Understanding of clinical trials, including US-FDA 510(k) / PMA regulatory pathway 
• Knowledge of routine assessments made from spine and/or orthopedic imaging exams
• History of collaboration with clinicians (e.g. radiologists, surgeons, etc.) on R&D projects involving advanced image analysis and interpretation
• Familiarity with SalesForce® CRM platform