JOB SUMMARY:
The Client Services Manager (CSM) (Cardiovascular/CV) is MMI's primary point of contact for client relationship management. Primary responsibilities include proposal development and delivery, client liaison and retention, communication, and relationship building , as well as leading MMI's interactions with CV thought leaders and business partners. The CSM (CV) will collaborate with staff from Operations, Technology Enablement, Finance & Accounting, and other divisions within the Client and Scientific Solutions (CSS) department to produce comprehensive, technically sound proposals and other business documents. The CSM (CV) will be responsible for managing key business accounts as well ensuring client satisfaction.
DUTIES AND RESPONSIBILITIES:
- Establish and maintain routine communication with clients' senior management and executives
- Seek opportunities for repeat business and long-term partnerships with existing clients
- Serve as primary liaison with MMI's cardiovascular Key Opinion Leaders (KOLs) and physician collaborators and advisors
- Pursue and support consulting opportunities and sales of value-added services for ongoing cardiovascular projects
- Develop proposals and capabilities presentations for cardiovascular business opportunities
- Maintain and enforce high quality standards for all CTS work products
- Manage contract renewals, amendments, and scope changes for ongoing projects
- Develop preferred pricing and service models for strategic accounts
- Ensure a smooth transition ("hand-off") from the contracting phase to the project initiation phase
- Conduct face-to-face client meetings at tradeshows and client sites, and attend investigator / coordinator meetings
- Coordinate with Production to provide routine project health summaries and status updates
- Build client awareness of internal quality initiatives and continuous improvement programs
- Solicit routine client feedback on MMI's performance and discuss opportunities for improvement
- Serve as the designated contact for complaint escalation, handling, and remediation
- Ensure that all client concerns are dealt with in an efficient, effective, and timely manner
- Provide regular updates to MMI's senior management on all key account activity and future work
- Plan and propose improvements to processes and services based on client feedback
- Maintain in-depth understanding of MMI's core technology, services, and operational capabilities
- Leverage AI-powered tools, per MMI's AI policy, to monitor industry trends and prospect engagement signals to translate insights into sales
- Ensure that all account information, contracts, and documentation are properly maintained
- Understand Medical Metrics Quality Policy and support the achievement of the organization's quality objectives and take corrective action when necessary to mitigate organizational risk
- Comply with company policies and procedures, as well as ISO 9001 and Current Good Clinical Practices (cGCP's) relative to job tasks
- Ensure compliance with HR policies and procedures
Requirements
EDUCATION AND EXPERIENCE:
- Undergraduate degree in a technical discipline from a top-tier university, with an advanced technical degree (MS and/or PhD) and/or MBA
- Minimum 4 years' experience in a technical or scientific discipline with demonstrated expertise in project management in a B2B work environment
- Minimum 2 years' experience in cardiovascular imaging and/or clinical research, preferably with training and expertise in one or more cardiovascular diagnostic modalities such as Ultrasound, Angiography, CT, MRI, Nuclear Medicine, IVUS, OCT, etc.
- Preferred: Prior technical sales or consulting experience, Experience managing and expanding client relationships
SKILLS REQUIRED:
- Exceptional communication, presentation, and client service skills
- Excellent written and interpersonal skills
- Ability to communicate technical concepts to non-technical audiences
- Impeccable work ethic and attention to detail
- Solid analytical and practical problem-solving skills
- Ability to professionally manage complex incidents to resolution
- Able to plan and execute responsibilities with minimal supervision
- Effective time management, organizational, and leadership skills
- Adept at acquiring technical knowledge through personal research and self-directed study
- Highly motivated and persistent
PLUSES:
- Prior work experience or research in medical devices or biopharmaceuticals with an emphasis on cardiology
- Understanding of clinical trials, including US-FDA 510(k) / PMA regulatory pathway
- Knowledge of routine assessments made from cardiovascular imaging exams
- History of collaboration with clinicians (e.g. cardiologists, vascular surgeons, interventional radiologists, etc.) on R&D projects involving advanced image analysis and interpretation
- Familiarity with CRM platforms
