Description You're driven, resourceful, and above all else - remarkably smart.As a Client Services Manager (CSM) you will be a part of the Client Services team and have full responsibility for coordinating the operations needs for multiple Syneos Customers at one time. CSMs are responsible for building a trusted relationship with the Customer contacts as well as becoming the right hand of Syneos account leadership, e.g., the National Business Director and internal operational subject matter experts (SMEs).
The CSM plays a key role in the account's cultivation, growth, retention, and renewal. This role is Customer-facing; CSMs must be passionate project managers, be extremely organized, proactive, flexible, and comfortable in a fast-paced environment that constantly changes. Client Services is a team sport, and we are more interested in Tiggers than Eeyores; we invite you to join us if you are passionate about account management, have an authentic viewpoint, a sincere work ethic, and desire to grow.
ResponsibilitiesDuties may include, but are not limited to, any of the following:
- Act as the Customer support liaison on internal and external workstream meetings, from launch through steady state, inclusive of project close out.
- Facilitate all elements of internal and Customer-facing meetings including agenda creation, discussion, documentation and follow through, e.g., herding the cats.
- Produce, manage; and present key communications including timelines, project plans, workstream updates, etc. in a user-friendly fashion.
- CSM is the primary account owner and ensures accomplishment of all operational elements, identification of issues, appropriate escalation, and solution creation.
- Responsible for accurate and timely Syneos system updates and project documentation, including oversight of tasks owned by the Argentina-based specialist teammates.
- The CSM must be competent in indirect leadership, e.g., managing non-direct report colleagues and attaining team goals.
- Act as the first point of contact for our field/medical/engagement center team personnel related to operational needs, e.g., the CSM is the head of the operations pit crew.
- Proactively work with Customers, project & internal leads to accomplish essential tasks, timelines and deliverables.
- Seek to constantly improve processes, add value to the Customer experience, and aim for excellence, this incudes design of effective processes and identification of best practices and impactful change management.
- Once on-boarded CSMs participate in special projects to expand exposure to the Syneos organization and cultivate the skills necessary to grow a Syneos career.
- Become a true Client Services teammate by actively participating in department activities such as mentorship, culture club, book club, etc.
- Bring your authentic self, your creativity, sense of humor, have a point-of-view, and be solution oriented!
Requirements- BA/BS or equivalent experience.
- Previous pharmaceutical or healthcare experience a plus.
- Demonstrated ability to formally plan, execute, and deliver projects.
- Excellent client facing interpersonal and communication skills both verbal and written.
- Organized, detail oriented and analytical skills.
- High emotional intelligence, composed, able to lead during challenging times.
- Working knowledge of account management discipline and related tools/techniques
- Able to quickly learn and retain information systems & logistics as it relates to customer needs.
- Ability to translate customer needs into operational requirements and identify key stakeholders to support those needs.
- This person will support the operational element related to all Syneos channels including field sales, Medical, Engagement Center, Nurse, and market Access teams.
- Smartsheet experience a plus
- Knowledge of Veeva and Salesforce.com or other CRM is strongly desired.
- Willingness to travel ~10%.
The annual base salary for this position is $80,000 to $95,000. The base salary range represents the anticipated low and high of the Syneos Health range for this position. Actual salary will vary based on various factors such as the candidate's qualifications, skills, competencies, and proficiency for the role. In addition, some positions may include eligibility to earn commissions/bonus based on company and / or individual performance.
At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.
