Ensure that the optimal solutions are suggested and elaborated regarding the needs and expectations of the customer and prospects. Ensure optimal communication/coordination between the customers and CSM departments by searching for continuous alignment between the different CSM teams of the organization.
· Define and implement the tools, methods and processes necessary to manage all projects or studies from CSM efficiently
· Build and maintain strong partnerships across the organization, promoting alignment and effective collaboration between the PM teams and other business functions.
· Act as the face of the organization to customers, serving as the primary contact for key accounts, championing the voice of the customer, and building long-term client relationships
· Assure an equable repartition of the projects, studies and customers between the different Project Managers. Work with TLs to identify talent, develop it and maintain a robust retention/succession/training plan in line with CSM long term objectives.
· Guarantee that the projects and studies covered by the Project Managers are conducted in accordance with the procedural standards validated by CSM
· Validate the proposed solutions by the Project Managers and/or business development team, and verify their efficiency for both CSM and the customer
· Assure regular reporting towards the manager, towards his team and interface adequately with the Director of Operations and the Commercial department
· Define and implement the tools, methods and processes necessary to manage all projects or studies from CSM efficiently. Start and manage projects within the organization to assure continuous improvement on timelines, cost, quality
· Develop a fair operational understanding of the tasks/activities that the PM team is performing on a recurrent basis.
· Implement and follow a method to assess the workload of the different Project Managers by means of time track analysis. Put in place an strategy to assure proper capacity management within the team, assuring profitability of the PM structure as per CSM FY objectives.
· Validate the proposed solutions by the Project Managers and verify their efficiency for both CSM and the customer.
· Work together with the proposal and contract management team to ensure that the solution and the price proposed for WO and CO are competitive and target the customer pains
· Assure regular reporting towards the VP, towards his team. Attend weekly operations meetings between VP of Client Services and Director of Operations.
Requirements
Experience
· At least 10 years of experience in customer service and/or project management
· At least 10 years of experience in people management and in teams coordination
· Experience in life science sector
Skills & Attributes
· Customer oriented
· GMP/GDP/GCP knowledge
· Excellent communication and intercultural skills
· High organizational and planning skills
· Team worker and team spirit
Computer Skills
· Good computer skills: MS Suite, AI ambassador
Language Skills
· French and English fluent
Benefits
We offer an attractive compensation and benefits package including a competitive salary, performance-related bonus, company car with fuel/charging card, net allowances, meal and eco vouchers, comprehensive insurance coverage, flexible working arrangements, plan Cafetaria and ongoing professional development opportunities.
This position has no structural homeworking.