Senior PV Client Account Manager, Client Services

For the past 25 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.

The Senior Pharmacovigilance (PV) Client Account Manager, Client Services is responsible for proactively forging and managing excellent working relationships with clients in support of PV and Medical Information (MI). This includes effectively managing existing client contracts to ensure ProPharma is providing required services and setting up the processes for new client contracts at ProPharma. The Senior PV Client Account Manager will, at times, participate in global communication within the Company related to client services, processes, and strategies.

Essential Functions: 

• Manages designated ProPharma clients and their expectations in a proactive and professional manner to enhance the image of ProPharma, ensures that current clients are maintained and potentially more business is won. 

• Develops and maintains client Working Practices and other supporting documentation as required. 

• Forges excellent working relationships with clients via regular open and honest client meetings and communications to discuss any issues or potential improvements with ProPharma. 

• Liaises with all roles within Client Services team to support the onboarding of new client contract services including proactive suggestions for the client on best practice, or most efficient processes and communicating this back to the client. 

• Supports the extension of designated client services as delegated by management. 

• Leads client visits to ProPharma’s offices including arranging and hosting the visit. 

• Retrospectively reviews past performance for clients and identifies trends or patterns to facilitate further improvements for the client.  

• Ensures Company personnel are kept up to date with relevant information and communicate changes to the necessary managers or teams.   

• Identifies business development opportunities for the Company and ensures these are dealt with appropriately.  

• Assesses extra requests made by the client, reviewing the cost implications, liaising with management, and negotiating terms of business.  

• Ensures client invoicing is reflective of services.  

• Development and delivery of client business review meetings. 

• Supports Company with project work and collaborating with multiple business units to develop Client Services processes to ensure continued growth of the department and business. 

• Ensures compliance with the specific Working Practices which have been agreed with designated clients. 

• Prepares for and leads client audits as delegated by management. 

• Ensures an effective communication channel with Operations and other relevant departments to enable effective service provision. 

• Identifies and implements systems and processes to improve service and quality for the clients and ProPharma.  

• Identifies, investigates, and coordinates responses to the client regarding complaints and deviations.   

• Maintains awareness of and ensures compliance with the legal requirements and professional guidelines associated with services on behalf of the pharmaceutical industry. 

• Ensures the Confidentiality Statement within the Contract of Employment is always adhered to in respect of the data and property of ProPharma and its clients. 

• Supports other team members to ensure ProPharma’s processes are followed. 

• Supports induction and training of new members of staff. 

• Utilization will be measured as a part of the objectives for this role. 

• Performs additional tasks within the Company as assigned. 

Necessary Skills and Abilities: 

• Ability to liaise efficiently with client companies to ensure client needs are met.  

• Ability to work within a team in an open and professional manner. 

• Ability to liaise efficiently with internal departments to facilitate delivery of client services. 

• Excellent written and oral communication skills and computer literacy. 

• Sound planning, prioritizing and organizational skills. 

• High level of accuracy and attention to detail. 

• Proactive and positive approach.  

• Ability to manage multiple projects up to a global level. 

• Strong interpersonal skills to be able to work in an open and professional manner. 

• Ability to anticipate issues and offer solutions. 

• Ability to always work in a professional manner, with clients, customers, team members and management. 

• Good working knowledge of Company Standard Operating Procedures. 

• Compliance with Company’s health and safety policies. 

• This is a global role which could include line reporting into any site globally. 

• Position may include occasional travel to client and/or other ProPharma offices. 

Educational Requirements: 

• Required: Life Sciences Degree or equivalent. 

Experience Requirements: 

• At least 2 years prior experience in contract/client management in a health care environment. 

• Previous mentoring and/or supervisory experience. 

#LI-KP1

#LI-REMOTE

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.

All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.

Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office.

***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***