Client Services Manager II

Client Services Manager II

As a key ambassador for Swiss American CDMO (SA), the Client Services Manager II (CSM II) plays a pivotal role in fostering and maintaining strong client relationships. The CSM II is accountable for ensuring client satisfaction with SA's finished goods and services, acting as the primary point of contact throughout the entire client lifecycle. This role demands a proactive and collaborative approach, requiring the CSM II to proactively communicate project status, anticipated changes, and effectively guide clients through all phases of the finished goods production process.

Essential Duties And Responsibilities

Process Management / Set-up of Client Account to the SA process to maximize commercialization success:

• Be the subject matter expert on the SA process. Provide necessary internal information re: company’s capability, capacity, technical information transfer, etc. for drug and medical device development.
• Be the internal client advocate --- know client strategy and communicate effectively to enable internal SA people and process to deliver. CSM II must be able to help direct the working teams and resources, anticipate and mitigate potential delays, while never losing sight of the responsibility to SA to deliver on time and on budget.
• Capable of handling 5-8 clients, and 2-4 prospects and/or leads – with limited supervision/assistance. Timeline on managing quantity and complexity of client roster is earned post initial training and demonstration.
• Serve as the hub within SA to critical internal departments e.g., RID, Quality, Regulatory, Production, Shipping, Procurement, and other groups. Drive internal discussion and alignment on change management and when necessary, involve subject matter experts in client discussions.
• Be an active contributor to Swiss American Site Objectives and contribute to department’s role in the Quarterly Management Review, Forecasting, and other important client services deliverables.
• Maintain current project-related information in Company systems.
• Be able to effectively discern when to escalate concerns to Management.
• Other duties may be assigned.

Customer Engagement and Communications:

• With limited supervision, the CSM II will maintain regular, frequent client interactions, based on demand; requires timely (no later than 24 hours following request or contact) and accurate response to all client correspondence.
• Professional client communication always: written, verbal, video, in person as needed. CSM II must know the client products. Product Management experience is critical here to know key product ingredients, claims, unique benefits, and points of differentiation from competitive brands.
• From a business perspective, CSM II must know the clients’ business drivers, financial implications, and channel strategies (particularly those that involve physicians (e.g., Dermatologist) or provider (e.g., Clinics).
• Ability to effectively present information and respond to questions from internal and external Management, Customers, Clients, and cross-functional colleagues. Ability to draft client ready reports, presentations, and analysis.
• Must be comfortable and confident in articulation of the Swiss American CDMO story. The history, points of differentiation and support to drive corresponding quotation/proposals or capabilities presentations.
• Other duties may be assigned.

Utilize Business Insights and Understanding of Healthcare Market, Customer Business Drivers to Optimize Go-to-Market Strategy Within the SA Infrastructure:

• Understand client’s business; healthcare market drivers of that business; product requirements; and potential adjacencies to anticipate and manage product demand needs. Provide client-oriented solutions with alignment across the organization to deliver ON TIME completion of order.
• Understand client product strategy and roadmap for growth in detail and be prepared with scenario building options that are specific to each customer and their industry/market.
• Understand potential client healthcare reimbursement models, channels, and potential areas of growth and risk.
• Analyze and interpret reports for weekly and monthly reporting requirements of customer – with limited supervision.
• Other duties may be assigned.

Manage Financial Overview of Each Client Account to Drive the SA Business Forward and With Success:

• Proficient in Excel, specifically in the ability to calculate figures indicating and assessing client business opportunity, profitability, and standing; create, update, formulate and format spreadsheets; and be able to maintain client project P&Ls.
• Quotation creation, pricing development and the corresponding discussions and negotiations with clients are part of this role, with appropriate sales/manager/executive level support.
• Track and trend sales, adjust sales movement and weekly events, reporting to cross-functional team, business unit and Management.
• Contribute and maintain the customer database and systems within CSM II’s responsibility. Ensuring that all client contracts and agreements are followed and fulfilled. Particularly around change issues, assessing fees for changes and managing current pricing.
• Ability to define problems, collect data, establish facts, and draw valid conclusions impacting profitability and inefficiency, while expressing them in both writing and a professional dialogue.
• Navigate and optimize the proposal and quote process, including taking part in development of pricing study to expedite the optimal work product for delivery to client.
• Other duties may be assigned.

Qualifications

Essential Skills and Qualifications:

• Bachelor's degree in a relevant field (e.g., Business, Life Sciences, Healthcare) or equivalent.
• Minimum of 5 years of experience in a client-facing role within a CDMO.
• Experience in product management, project management, client services, or sales is highly preferred.
• Experience in a Contract Development and Manufacturing Organization (CDMO) or Contract Manufacturing Organization (CMO) is REQUIRED.
• Excellent written and verbal communication skills in English.
• Ability to effectively present information to diverse audiences (clients, colleagues, leadership).
• Strong analytical and problem-solving skills with the ability to analyze data and draw conclusions.
• Understanding of basic financial concepts (e.g., gross margin, overhead).
• Ability to analyze complex situations, identify root causes, and develop effective solutions.
• Strong decision-making and problem-solving skills.
• Ability to think critically and strategically.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience with CRM systems, project management software, and other relevant business applications.
• While this role does not have direct supervisory responsibilities, it may involve coaching and mentoring junior team members (CSM I, CS Support Specialists) on client service processes and best practices.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the in the environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms. The vision requirements include close vision for heavy computer use.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Key skills/competency

• Client Relationship Management
• Account Management
• CDMO Operations
• Product Management
• Project Management
• Financial Acumen
• Business Development
• Communication Skills
• Problem-Solving
• Strategic Thinking