Client Relationship Manager

Smithers PDS LLC (Pharmaceutical Development Services) brings new drugs to market by providing pre-clinical and clinical services for all phases of drug development.  Our expert scientists perform large molecule bioanalysis, assay development, validation, and sample analysis at our GLP, GCP, and CLIA compliant laboratories.  PDS works with customers to develop new methods, validate existing methods, as well as performing the assays necessary to analyze samples from patients on more than 100 clinical trials currently in different phases of the FDA regulated drug approval process.  

Smithers PDS is seeking a Client Relationship Manager who will be supporting commercial and client-facing activities across PDS portfolio. This role will liaison between operational/scientific staff and PDS clients to ensure accurate, consistent and timely proposal generation, monitoring and follow-up. The CRM is also responsible for increasing business opportunities within existing accounts.  

This position is salaried and is classified as an exempt position.  Exempt employees typically work 40 hours or more to adequately perform their responsibilities. Extended work hours may be necessary to support the business in meeting client deliverable commitments.  Position is generally eligible for a hybrid work schedule with at least three days on-site once all training requirements have been adequately met and proficient performance is consistently demonstrated.

Salary range for this position is $85,000 - $95,000 per year. Salary and job title will be commensurate with experience and qualifications.  Smithers PDS offers a comprehensive and competitive benefits package inclusive of health insurance package including a choice of 3 medical plans, dental insurance, vision insurance,  401K retirement plan and PTO, and several other elective options.

Essential Position Responsibilities:

• Prepare client proposals, revisions, and scope additions using established pricing.
  • Follow up with clients to ensure that proposals are complete and answer their needs.
  • Qualify bids and scopes of work with clients to ensure appropriate service is provided.
• Maintain pricing templates inclusive of developing and modifying task costs with operations and in alignment of market conditions, proposal documents, and BD databases.
• Monitor pricing practices with Business Development, Marketing and Operations to determine accuracy and relevance to the project type and operational processes.
• Interact with scheduling and project managers to identify the dates for study or service initiation and assist with scheduling needs.
• Assist Business Development with in-depth analysis of routine and complex client issues to remediate or prevent client dissatisfaction.
• Facility introductory and/or proposal project calls and associated action items and deliverables.
• Maintain client contract and proposal communication in an electronically accessible format.
• Track proposal pipeline and follow-up actions in the CRM software system.
• Collaborate with operations to ensure accurate cost inputs aligned with guidelines.
• Communicate with clients to clarify needs and confirm proposal fit.
  
  
  Client Engagement
• Serve as a primary point of contact maintaining trust-based relationships.
• Coordinate client meetings, introductory calls, and follow-up activities.
• Provide internal teams with client background and expectations before meetings.
• Effectively utilize CRM to capture client information.

• Liaise between clients and internal scientific/operations teams.
• Support scheduling/project management in determining project start dates.
• Lead Post-Award Kickoff meetings to ensure smooth handoff to operations.
• Creatively identify ways to secure open proposals by working with scientific staff, finance, management and operations.

• Coordinate CDAs, MSAs, and maintain accessible digital documentation.
• Assist in BD reports, presentations, and forecasting updates.
  
  
  Business Development Support
• Identify new opportunities within existing accounts and liaise with appropriate internal staff for follow-up to ensure the best strategy to secure the work.
• Support conference/trade show booth coordination and logistics.
• Assist in coordination of logistics for client visits including facility tours, hotel recommendations, ground transportation recommendations, conference rooms, catering, meal reservations and agendas as necessary.
• Assist in providing Business Development and Scientific staff with client specific history, needs and expectations prior to client visits on or off-site, and prior to client calls.
• Assist with the preparation of marketing and client services presentations.
• Maintain and communicate proposal award forecasting information to finance and management.
• Work with Business Development and internal teams on identifying areas for increased market share at assigned accounts.

Education and Experience Requirements:

• Bachelor’s degree in life science discipline (biochemistry, chemistry, biology) or 5 years’ experience in a CRO performing business support activities; Masters or MBA desired
• At least 3 years’ experience supporting business development preferably in pharmaceutical, biotechnology markets, CRO services including testing to support the development of biologics and vaccines.

Travel Requirements:

This position may involve travel.

Smither PDS does not accept unsolicited third-party candidate introductions, referrals or resumes.  In the event a third-party recruiter submits a resume or refers a candidate without a previously signed vendor agreement, Smithers PDS reserves the right to pursue and hire the candidate(s) without financial liability to such third-party recruiter.

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Salary : $85,000 - $95,000