Senior PV Client Account Manager, Client Services

For the past 25 years, Pro Pharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. Pro Pharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, Pro Pharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.

The Senior Pharmacovigilance (PV) Client Account Manager, Client Services is responsible for proactively forging and managing excellent working relationships with clients in support of PV and Medical Information (MI). This includes effectively managing existing client contracts to ensure Pro Pharma is providing required services and setting up the processes for new client contracts  Senior PV Client Account Manager will, at times, participate in global communication within the Company related to client services, processes, and strategies.

• Manages designated Pro Pharma clients and their expectations in a proactive and professional manner to enhance the image of Pro Pharma, ensures that current clients are maintained and potentially more business is won.
• Develops and maintains client Working Practices and other supporting documentation as required.
• Forges excellent working relationships with clients via regular open and honest client meetings and communications to discuss any issues or potential improvements with Pro Pharma.
• Liaises with all roles within Client Services team to support the onboarding of new client contract services including proactive suggestions for the client on best practice, or most efficient processes and communicating this back to the client.
• Supports the extension of designated client services as delegated by management.
• Leads client visits to Pro Pharma’s offices including arranging and hosting the visit.
• Retrospectively reviews past performance for clients and identifies trends or patterns to facilitate further improvements for the client.
• Ensures Company personnel are kept up to date with relevant information and communicate changes to the necessary managers or teams.
• Identifies business development opportunities for the Company and ensures these are dealt with appropriately.
• Assesses extra requests made by the client, reviewing the cost implications, liaising with management, and negotiating terms of business.
• Ensures client invoicing is reflective of services.
• Development and delivery of client business review meetings.
• Supports Company with project work and collaborating with multiple business units to develop Client Services processes to ensure continued growth of the department and business.
• Ensures compliance with the specific Working Practices which have been agreed with designated clients.
• Prepares for and leads client audits as delegated by management.
• Ensures an effective communication channel with Operations and other relevant departments to enable effective service provision.
• Identifies and implements systems and processes to improve service and quality for the clients and Pro Pharma.
• Identifies, investigates, and coordinates responses to the client regarding complaints and deviations.
• Maintains awareness of and ensures compliance with the legal requirements and professional guidelines associated with services on behalf of the pharmaceutical industry.
• Ensures the Confidentiality Statement within the Contract of Employment is always adhered…