Main Duties and Responsibilities 

• Create and manage key customer relationships and alliances with assigned customer; build networks with necessary stakeholders internally and externally. 

• Provide leadership representation in partnership visibility forums (e.g., Joint Operations Teams, Business Review meetings) and act as a link to broader account management supporting other functions within MARKEN. 

• Collaborate in the development of account management strategies and provide oversight of their implementation within assigned account(s)  

• Work with MARKEN operational leaders and customer stakeholders to develop, implement and track key performance indicators (KPIs) and develop timelines and processes for tracking KPIs on an account/portfolio level. 

• Provide oversight and/or act as an Account Owner for a customer alliance, by partnering with other MARKEN functional leads to develop and implement process improvements, to ensure consistency, provide oversight of portfolio level quality and financial metrics, etc. 

• Partner with Functional Leads to provide guidance relative to operational account management with respect to operational delivery management and operational business management  

• Act as the key relationship manager to assigned client contacts to ensure appropriate communication channels are maintained as well as recommend courses of action regarding client management issues. 

• Collaborate with other MARKEN Alliance Managers, BD personnel and customer managers to present a uniform service focus to the customer. 

• Lead internal escalation meetings to ensure quick response to any quality concerns or customer escalations, ensuring appropriate representatives from stakeholders and operational management are involved as appropriate. 

• Leads global departmental initiatives for MARKEN focused on enhancing customer delivery, creating new offerings, developing new systems or tools to enhance oversight, etc. 

Requirements: 

• Bachelor's degree or educational equivalent in health science or directly related field 

• 8+ years clinical research experience in a Contract Research Organization, Contract Manufacturing Organization or Pharmaceutical company 

• Demonstrated knowledge of applicable global, regional and local regulatory requirements, i.e. GxP, drug law, ICH guidelines, Standard Operating Procedures 

• Comprehensive knowledge of customer contracting models 

• Comprehensive knowledge of governance structures  

• Excellent customer management and account service skills with the ability to quickly establish and build/maintain relationships  

• Ability to achieve results through communication, facilitation, negotiations in a matrix service delivery environment with shared responsibilities 

• Excellent communication, interpersonal, and presentation skills 

• Autonomous independent decision-making; problem solving and judgment skills 

• Demonstrated ability to deliver results with appropriate quality and timeline metrics 

• Strong prioritization, planning and organizational skills 

• Strong software and computer skills, including MS Office applications 

• Proven ability to professionally network; present and lead at meetings/ teleconferences 

• Strong problem-solving and decision-making skills utilizing solutions driven approach