Client Account Manager - Life Science
San Francisco Bay Area, CA Client Services
Job Type
Full-time
Description

Pacific BioLabs is an independent CRO offering cGMP/GLP testing services in toxicology, biocompatibility, pharmacology, analytical chemistry, and microbiology. Founded in 1982, PBL is beginning a new chapter, applying significant investment and energy towards modernizing workflows, upgrading facilities and most importantly, enhancing our employee experience. We are looking for talented, energetic professionals to share in our passion for our mission to enhance public health through the testing services we provide to our pharma, biotech and medical device clients. If you are up for a challenge, come join our team!


Pacific BioLabs has immediate openings for the position of Life Science Client Account Manager. The Life Science Client Account Manager ensures our clients enjoy the optimal customer experience supporting Pacific BioLabs' mission to be "The Service Leader in Life Science Testing". The Life Science Client Account Manager serves as liaison between the client and the testing departments by responding to clients' request for services, providing quotations for testing services, acting as project manager on behalf of the client for client testing projects, and supporting department activities related to client projects. The position of Life Science Client Account Manager presents the employee with an opportunity to play a leading role in ensuring the ongoing success of PBL’s testing services and client retention. The Life Science Client Account Manager reports to the Client Services Manager.


JOB RESPONSIBILITIES OF THE LIFE SCIENCE CLIENT ACCOUNT MANAGER INCLUDE BUT ARE NOT LIMITED TO:

  • Provide non-binding estimates and formal quotes to potential and active clients
  • Follow-up on prospects and quotes with clients via phone and e-mail
  • Ensure that all prospect and client requests for information pertaining to PBL services are met promptly and efficiently
  • Maintain and develop key accounts
  • Report all service complaints and client dissatisfactions, and help resolve client issues
  • Assist in the invoicing and billing process
  • Deliver highest level of customer service to optimize customer experience and promote client retention
  • Perform sample verification process at sample receipt per PBL SOPs
  • Perform department log-in and prepare study files according to regulatory treatment and PBL SOPs
  • Collect information from clients and disseminate it internally to testing department in order to drive timely quote delivery and efficient preparation for testing
  • Process and send samples out for subcontracted work when applicable
  • Function as the main point of contact to facilitate the completion of MSAs, NDAs, and SOWs
  • Track status of testing department studies (project management) for timelines and client communications
  • Support generation of client Testing Protocols
Requirements

EDUCATION/EXPERIENCE

  • Minimum four-year undergraduate degree in Life Science field (e.g. B.S. or comparable)
  • 3+ years experience in a client-facing role preferred

TECHNICAL SKILLS

  • Proficient with Microsoft Office
  • Familiarity with CRM a plus

ORGANIZATIONAL AND INTERPERSONAL SKILLS

  • Excellent organizational skills, ability to prioritize diverse tasks
  • Possess critical thinking skills, ability to anticipate and solve problems in a systematic manner
  • Detail oriented
  • Excellent communication skills (written and verbal), ability to communicate complex ideas in easily understandable terms
  • Enjoys meeting and interacting with people when necessary
  • Professional telephone manner essential
  • Handles confidential information with discretion
  • Works well with others and function as part of a team

PHYSICAL ABILITIES

  • Reasonable accommodations will be made for persons with disabilities
  • Job requires mobile use of hands and arms
  • Must be able to work at a computer terminal for up to three hours at a time, and for up to eight hours on a given day
  • Must be capable of spending up to three hours at a time on the telephone

Salary will be commensurate with education and experience. A benefits package including medical, dental, vision, and 401(k) is also offered.


Pacific BioLabs is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected factors.


PM21