AddressClient Services Manager
About our client:
Our client brings together Pharmacovigilance expertise, Third party system knowledge and Deep technology to develop well-defined solutions, which address challenges across Medical Affairs, Regulatory and Safety functions. Our client solutions free up responsible personnel within Pharma companies to execute their stated responsibilities while staying true to the laws of the land, and ultimately achieving a balance between compliance and managing business risks. Their solutions are agile, flexible, and scalable, developed using advanced technologies that enable them to serve large and small organizations, both in developed and emerging markets.
Our client is committed to bringing focus to things that really matter for advancing patient outcomes. Their solutions are agile, flexible and scalable, developed using advanced technologies that enable us to serve large and small organizations, both in developed and emerging markets.
Requirements Responsibilities:
- Should be able to establish a Governance Model and define processes and templates for Change Management, Incident Management and Service Request Management.
- Should be able to manage client transactions and communications, coordinates across internal and external stakeholder and vendors globally.
- Should have experience in monitoring and measuring client satisfaction and Keep records, MOM and documentation of customer interactions.
- Should have experience in creating weekly, monthly and quarterly reports to determine whether KPIs and SLA are being met.
- Should be able to develop and oversee the implementation of client service protocols.
- Should have experience in maintaining the list of issues/enhancements, prioritize the list and resolve/address them in the planned release cycle.
- Should be able to support during customer audit/inspection.
- Should be responsible for overall health of the program in terms of deliveries and SLA.
- Should possess Safety System skills to support the team with incidents and configuration changes if needed.
- Should be able to prepare and execute business meetings - virtual, face-to-face, cross-functional, local, or global - to achieve required deliverables.
- Should possess strong documentation skills and exceptional interpersonal abilities.
Behavioral Skills:
- Should be able to multi-task, self-directed and independently handle multiple global stakeholders.
- Should have the ability and willingness to be flexible, adapting to the demands of the customers.
- Should be exceptional interpersonal skills to interact with a variety of stakeholders and foster cross-functional/cultural teamwork.
- Should be able to work in a fast-paced environment, maintaining flexibility and performing at a high level when faced with time constraints.
- Should have strong critical thinking skills to evaluate alternatives and present solutions consistent with business objectives.
