Why work with SmartIT?
Right Person – Our recruiting and testing process is objective, thorough, and comprehensive. Anyone can pull a resume from an online job board. We are continually seeking out the best and brightest in the industry – always expanding our impressive database of talent. Most of these resources are passive and not active or available in the online marketplace. This gives us a much larger pool of candidates to find that perfect fit for your company. Our years of experience and understanding of not only your technology – but your company culture as well – allow us to separate the good and great candidates from the marginal candidates. We work hand in hand with you to make sure we continually refine our process to be as effective and efficient as possible providing resources.
Right Place – With coverage throughout the United States, SmartIT can expertly meet the needs of businesses around the country. Our ability to staff projects nationwide allows us to provide seamless support to our clients.
Right Time – SmartIT is there when you need us. We are constantly building our database of candidates and working with you to understand upcoming needs and business issues. Our turnaround time to provide resources is always within 48 hours and within 24 hours for many needs.
Right Price – Many staffing companies today have excessive overhead. While it may look impressive – you, as the client, have to pay for it. One of our founding principles is to have as much overhead and infrastructure necessary to provide superior service – but not more than we need. This allows maximum service at minimum cost.
Diversity spending – SmartIT is a certified woman-owned and minority owned business enterprise. We are an organization that can assist companies looking to add to their diversity supplier and spending programs.
Job description
Client Services Manager – Life Sciences
The Client Services Manager (CSM) will be an experienced consulting leader with a focus in the pharmaceutical industry. The CSM will have demonstrated ability to lead a professional services practice, service clients, lead and motivate teams to meet specific client service and business goals. The CSM is responsible for the stewardship of all client engagements across various stakeholder teams within a single client. Their primary role is to work with senior leadership to ensure their strategic vision and day-to-day development of the program is achieved. The CSM is responsible for planning and executing complex engagements or projects within the life sciences industry. In addition, the CSM will need to be able to take a primary role in business development initiatives.
Job Responsibilities
Client Service professionals manage multiple, ongoing, interrelated projects to achieve a specific set of client business goals. Coordinate service levels and agreements and prioritize resources across projects. Organize and manage resources and plans all work required to complete a discrete project within defined scope, quality, time and cost parameters. Additional responsibilities include:
- Manage client engagements on day to day basis including staff leadership, daily client relations, and support of SmartIT on overall engagement management
- Supports leadership role in developing/implementing firm and consulting strategy
- Drive strategic approach and though leadership
- Build, maintain and develop senior level client relationship
- Act as senior point of contact for all program issues in support of all client engagements
- Validate deliverables and processes against known industry best practices (regulated environment)
- Champion process improvements
- Own business case and cost/benefit analysis of initiatives
- Provide guidance for the development of new, innovative programs
- Monitor and communicate compliance of KPI, metrics and SLAs – on time and on budget delivery
- Resolve escalated issues
- Function as lead for the SmartIT delivery and project management teams
- Manage steering committee meetings & communications
- Oversees quarterly and annual forecasting
- Review projects against overall budget and contractual agreements
- Has firm understanding of and supports change initiatives as well as develops value-add services
- Develop new solutions and business opportunities and lead development of proposals
- Recognize and support end-to-end solution growth opportunities across all markets
- Continually obtains new knowledge and skills in specialty area
- Develop strong client relations and accept responsibility for client service, quality and contract issues
- Create and lead high-performing teams; act as a role model and sets a positive morale
- Develop, train, and coache engagement staff with a focus on upward mobility
- Takes responsibility for the engagement evaluation and overall performance management process for staff
- Lead by example with respect to knowledge and adherence to the client service orientation, professional/personal conduct, and the SmartIT’s core values and policies
Desired Skills and Experience
Professional Qualifications
- Proven technical experience delivering SDLC projects focused on application development and/or business intelligence
- Experience with multiple consulting delivery models
- Excellent team leadership skills
- Actively seeks to improve skills
- People development skills
- Proactive thinking and behavior
- Critical thinking and problem solving skills
- Anticipates key milestones and project dependencies/downstream implications to ensure success
- Willingness to respectfully challenge or question existing or proposed services/processes, etc, when appropriate
- Experience in interacting with individuals effectively across, vendors and client team
- Knowledge and experience in how to identify and mature new opportunities
- Outstanding people management skills
- Strong written and verbal communication skills to articulate project requirements, communicate project status, and interface with internal and external team members
- Experience participating in a collaborative team environment
- Demonstrated customer service skills
- Ability to critically assess a project or process to identify improvement opportunities
- Good presentation and negotiating skills
- Knowledge and experience in project financials and budgeting
- Ability to translate business/agency request into requirements
- Ability to work in a process and deadline driven environment
- Ability to manage and prioritize multiple projects
- Ability to translate between technical and non-technical people
- Ability to identify innovative ways to implement projects within established timeframes
- Issue resolution skills are essential
Position Qualifications
- Minimum Bachelors Degree in Information Technology or Engineering; or other 4 year degree with equivalent FDA regulated industry experience within a focus on Information Technology.
- 8-10+ years of experience in an FDA regulated industry, of which at least 5 must be within the Pharmaceutical Industry
- Hands on experience managing Information Technology related projects
- 5+ years Engagement Management Experience
- Excellent Interpersonal Skills including experience with direct client communications
- Excellent Time Management Skills including experience managing multiple priorities (multi-tasking)
- Experience managing project deliverables, resources, and budgets
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