Role and Responsibilities:
- Cultivates and promotes a strong competitive position, resulting in the expansion of existing accounts and growth in new accounts through industry relationships and company partnerships.
- Oversees the client experience organization, establishing top-performing client care team, and aligning internal team members to deliver concierge account management service.
- Professionally represent Sabai Global with clients and partners, including higher level governance meetings and events, identifying trends, and sharing strategy and business plan recommendations with stakeholders.
- Translates data and metrics into insights to address key client business needs - improving communications, reducing timeliness, and assuring the quality of client deliverables.
- Collaborates with Marketing to streamline and showcase Sabai Global as thought leaders in the ethical review and biosafety space through campaigns, publications, and webinars.
- Partners and collaborates with cross-functional team members to identify and resolve issues.
- Resolves issues using continuous improvement methods and troubleshooting to assure complete client satisfaction.
- Examines and assesses electronic client submission/retrieval portal system enhancements for implementation, ensuring proper mitigation of risk, alignment with corporate strategy, and addressing client needs/requests.
- As a white glove service offering, conducts pre-reviews, as needed, of research protocols to identify missing elements or enhancements needed prior to client submission.
- Oversees top or potential Sabai clients as an account manager.
- Supports Sabai Global in Client Service activities across all services and subsidiaries.
- Collaborates within company operational divisions to improve customer support and enhance customer satisfaction.
- Collaborates with Business Development to enter information into CRM to support sales analytics reports.
- Provides weekly/monthly/quarterly reporting and analysis related to Client Service KPIs.
- Attends approved trade shows as well as other business development functions as requested.
- Responsive in all communications with new, prospective or existing partners.
- Direct and leverage team members to ensure positive customer experiences and relationship and business growth within Sabai.
- Guide and mentor team members.
- Follows all company policies, procedures and standards.
- Contributes toward a positive culture holding the Mission, Vision and Values at heart at all times.
- Other duties as assigned.
Educational Requirements
- BA/BS Degree in Sciences, Business or related field of study will be considered with strong background of success.
Preferred Qualifications:
- Demonstrated Experience and strong knowledge of IRB’s, IBCs, CRO’s, Pharma/Biotech or related field.
- 5+ years of proven experience in a Client Services role.
- 2+ years Project Management experience.
- Experience in managing a sales tool such as Sales Force CRM, including data integrity/maintenance.
- Proficiency in working with Microsoft suite of products.
- Demonstrated ability to think analytically and strategically about the business, process, services, with the ability to work cross-functionally solving challenges and making business development more efficient.
- Attention to detail.
- Knowledge and understanding of client service methodologies.
- Extremely organized with strong time-management skills.
- Competency with Business Intelligence tools.
- Strong follow-up and highly inquisitive.
- Excellent written and verbal communications skills.
- Ability to work independently, as a team player, and cross-functionally.
- Ability to identify data gaps and potential impacts to the business.
- Ability to work and interact in a fast-paced environment.
- Excellent communication skills in writing, speaking, and listening.
- Energetic, professional, and fearless attitude.
- Ability to travel up to 15%.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
Compensation package:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- What are your salary requirements?
Education:
Experience:
- IRB/IBC/CRO's/Pharma/Biotech: 3 years (Preferred)
- Client services: 5 years (Required)
Work Location: Remote