Client Program Manager I

About McKinney Specialty Labs

McKinney Specialty Labs is an innovative scientific organization that draws upon decades of extensive expertise in testing nicotine and other aerosolized products. We employ subject matter experts with extensive scientific knowledge, utilize robust and validated analytical methods, and offer testing flexibility to meet the diverse needs of our clients.

Our mission is to deliver best-in-class product testing and global regulatory science solutions to our clients through our experience, people and technology. We accomplish this by offering our clients the highest quality testing services in a state-of-the-art facility, all conducted according to our Values: Excellence, Collaboration, Integrity, Innovation, and Respect.

We are a new and growing company located in Richmond, Virginia. We offer competitive pay and a comprehensive benefit package, including medical, dental, vision and 401 (k).

Position Overview

McKinney Specialty Labs, LLC. is looking for a Client Program Manager (CPM) who is responsible for understanding client objectives and overseeing client projects from inception to completion. The CPM serves as the main point of contact between the client and the team to ensure client satisfaction with delivered services. The CPM will verify that client needs are addressed promptly and effectively throughout the project. This includes getting established timelines and identifying necessary resources from the lab and effectively coordinating with internal team members and stakeholders to ensure smooth project execution. Their responsibilities include high-level project management, account planning, and identifying opportunities for business growth within existing client accounts.

Essential Duties and Responsibilities

· Facilitate and coordinate quote/proposal/RFP production and delivery to client from initial contact through purchase order.

· Identify internal stakeholders to support the work's success, client needs, and questions.

· Schedule and lead meetings between client and subject matter experts (SME).

· Help to develop solutions for clients by working with and leveraging the extensive technical resources of the McKinney Regulatory Science Affairs network and SMEs.

· Serve as main point of contact with the client by doing such activities such as sending quotes, sales orders, and draft data.

· Oversee effective communication from the laboratory staff with customers on testing procedures, results, and problems.

· Maintain positive client relationships and keep them informed of our current service offerings and capabilities.

· Facilitate client onboarding, non-disclosure agreements (NDAs), and master service agreements (MSAs).

· Coordinate setting up new vendors and subcontractors.

· Coordinate the creation and maintenance of slides and trackers of current projects on a weekly or as needed basis to present to in clients calls.

· Update and maintain CRM that tracks quote activity, pipeline forecast, and client feedback.

· Identify opportunities and risks, especially risks that will substantially alter our value proposition and risks created by us failing to keep up with market trends.

· Keep track of project and total quote spend, requesting invoices from finance, and reviewing and approving invoices.

· Ensure customer satisfaction by monitoring and communicating with clients, working with the lab on improving procedures where necessary, and by sharing results with the Senior Management Team.

Qualifications

· Strong scientific background with the ability to learn and understand technical content

· Excellent verbal and written communication skills and ability to listen and problem-solve

· Ability to work as part of a team and communicate well with others inside and outside the company

· Ability to multi-task, prioritize, and execute in a fast-paced environment

· Excellent time management and organizational skills

· Professional demeanor and strong customer-service skills

· Proficient with Microsoft Excel, Word, PowerPoint, Teams

· Familiarity with CRM best practices

Position Requirements

· BS/BA in Chemistry/Sciences, Business Administration, or related field, and/or equivalent experience

· Strong written, verbal, and interpersonal communication skills

· Leadership, problem-solving, time-management, planning, and project-management skills

· General understanding of scientific concepts and processes, with the ability to learn and understand technical content

· Must be able and willing to be on site for client visits and audits as applicable

Preferred Skills

· Strong customer service skills including experience in balancing the needs of internal and external clients

· Experience managing professional services contracts

· Familiarity with data analysis and reporting

· Knowledge of ISO 17025

· Experience with Hubspot or similar CRM

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

We believe in transparent compensation practices. The expected salary range for this position is $60,000.00 – $65,000.00 per year. Starting pay will be based on the candidate's qualifications, experience, and the requirements of the role.

Application Process

McKinney Specialty Labs is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. McKinney Specialty Labs does not discriminate in hiring or employment practices based on race, color, religion, gender, age, sexual orientation, marital or familial status, national origin, non-job-related disability, or status as a veteran.

If you are looking to make an impact in a dynamic and visionary company, we invite you to apply for this opportunity at McKinney Specialty Labs.