Client Program Manager

Description

McKinney Specialty Labs is an innovative scientific organization that draws upon decades of extensive expertise in testing nicotine and other aerosolized products. We employ subject matter experts with extensive scientific knowledge, utilize robust and validated analytical methods, and offer testing flexibility to meet the diverse needs of our clients.

Our mission is to deliver best-in-class product testing and global regulatory science solutions to our clients through our experience, people and technology. We accomplish this by offering our clients the highest quality testing services in a state-of-the-art facility, all conducted according to our Values:
Excellence, Collaboration, Integrity, Innovation, and Respect.

We are a new and growing company located in Richmond, Virginia. We offer competitive pay and a comprehensive benefit package, including medical, dental, vision and 401 (k).

McKinney Specialty Labs, LLC. is looking for a Client Program Manager (CPM) who is responsible for understanding client objectives and overseeing client projects from inception to completion. The CPM serves as the main point of contact between the client and the team to ensure client satisfaction with delivered services. The CPM will verify that client needs are addressed promptly and effectively throughout the project.

This includes getting established timelines and identifying necessary resources from the lab and effectively coordinating with internal team members and stakeholders to ensure smooth project execution. Their responsibilities include high-level project management, account planning, and identifying opportunities for business growth within existing client accounts.

• Facilitate and coordinate quote/proposal/RFP production and delivery to client from initial contact through purchase order.
• Identify internal stakeholders to support the work's success, client needs, and questions.
• Schedule and lead meetings between client and subject matter experts (SME).
• Help to develop solutions for clients by working with and leveraging the extensive technical resources of the McKinney Regulatory Science Affairs network and SMEs.
• Serve as main point of contact with the client by doing such activities such as sending quotes, sales orders, and draft data.
• Oversee effective communication from the laboratory staff with customers on testing procedures, results, and problems.
• Maintain positive client relationships and keep them informed of our current service offerings and capabilities.
• Facilitate client onboarding, non-disclosure agreements (NDAs), and master service agreements (MSAs).
• Coordinate setting up new vendors and subcontractors.
• Coordinate the creation and maintenance of slides and trackers of current projects on a weekly or as needed basis to present to in clients calls.
• Update and maintain CRM that tracks quote activity, pipeline forecast, and client feedback.
• Identify opportunities and risks, especially risks that will substantially alter our value proposition and risks created by us failing to keep up with market trends.
• Keep track of project and total quote spend, requesting invoices from finance, and reviewing and approving invoices.
• Ensure customer satisfaction by monitoring and communicating with clients, working with the lab on improving procedures where necessary, and by sharing results with the Senior Management Team.

• Strong scientific background with the ability to learn and understand technical content
• Excellent verbal and written communication skills and ability to listen and problem-solve
• Ability to work as part of a team and communicate well with others inside and outside the company
• Ability to…