Customer Relationship Manager

Job Description Summary

MESM, Part of Resonant Clinical Solutions, is looking for a proactive Customer Relationship Manager to take ownership of a portfolio of international accounts.

Who We Are & What We Do

We are a global life sciences solutions provider, delivering agile clinical trial and diagnostic services that help our customers navigate the complexities of life‑changing innovation.

With over 40 years of experience in custom kitting and clinical trial support, our Clinical Services team combines deep technical and regulatory expertise with a strong track record of delivering high‑quality products and tailored solutions that our customers trust.

Based in Chorley, our Equipment & Ancillaries team provides a truly global service, sourcing and supplying medical and laboratory equipment to meet the unique needs of each study. From single‑site trials to complex, multi‑country programmes, we ensure our customers have the right equipment, in the right place, at the right time, enabling them to focus on delivering successful clinical outcomes, wherever their trials take place.

As a Customer Relationship Manager, you will take ownership of a portfolio of international clinical trial accounts, acting as a trusted partner to customers throughout the lifecycle of their studies. You will coordinate customer projects, budgets, and commercial activities while building strong relationships that drive successful outcomes, exceptional service delivery, and long‑term business growth.

Working closely with internal stakeholders across multiple functions, you will ensure customer requirements are translated into operational success, helping clients move their clinical programmes forward with confidence.

• Manage and develop a portfolio of customer accounts, acting as the primary point of contact for study‑related activities and service delivery
• Build strong, collaborative relationships with customers to understand study requirements and provide a high level of support throughout the project lifecycle
• Coordinate customer contracts, clinical study budgets, and pricing activities to maximise commercial opportunities and revenue
• Manage study timelines, milestones, and deliverables, ensuring projects are executed in line with customer expectations and agreed SLAs
• Collaborate with internal teams to ensure equipment, services, and solutions are delivered accurately and on time across multiple global locations
• Prepare quotations, service proposals, and commercial documentation for existing and prospective opportunities
• Provide meaningful customer reporting, performance updates, and status communications
  
  Attend and actively contribute to customer, project, and study management meetings
• Proactively identify opportunities to introduce additional products and services that add value to customers and grow the business
• Investigate, manage, and resolve customer escalations and service issues, ensuring a positive customer experience
• Analyse project data and financial performance to support decision‑making and continuous improvement
• Support the Head of Customer Management and wider team by contributing innovative ideas, process improvements, and best practice sharing

We're looking for a commercially minded relationship manager who thrives in a fast‑paced, customer‑focused environment. You will have excellent communication and stakeholder management skills, coupled with the ability to manage complex projects and competing priorities. Most importantly, you are passionate about delivering exceptional customer experiences and building long‑term partnerships.

• Minimum of 3 years' experience in a customer-facing, account management, project coordination, or client relationship role
• Proven experience managing complex customer projects, ideally across multiple stakeholders and locations
• Strong commercial awareness with experience supporting budgets, pricing, contracts, or revenue‑generating activities
• Excellent relationship‑building skills with the ability to influence and engage stakeholders at all levels
• Strong organisational…