Vice President, Client Services

Overview

LabConnect improves lives by partnering with pharmaceutical and biotech companies, and clinical research organizations (CROs) to accelerate the development of new medicines around the world.

We are an independent, global, one-stop-shop focused on delivering Central Laboratory Services that are tailor-made, timely and flexible to meet the evolving study demands of traditional to increasingly complex trials. Additionally, we provide Functional Service Provider (FSP) Solutions, supporting our clients with scientific and technical expertise, acting as an extension of their team, coordinating all laboratory related needs, advising on strategies for lab data collection and providing end-to-end analytical and logistical solutions. 

Summary:

The Vice President, Client Services is a key member of the Strategic Initiatives team and the lead subject matter expert on all aspects of managing client escalations to successful resolution. Additionally, the VPCS is a strategic and tactical advisor on critical projects in support of the Company’s vision and growth objectives. In the VPCS’s capacity as a member of the Operating Committee, they provide updates on study health, study launch status, and client escalations while engaging with Operating Committee to ensure visibility and support for timely resolution of issues and identified risks. The VPCS liaises with key operational counterparts to track and manage ongoing study health, study launch and study issues.  

General responsibilities include but are not limited to: 

• Build, evolve and lead a team of director-level client segment leaders and independent quality control team.
• Liaise with internal executive leadership, including business development, on client service excellence and strategic improvement initiatives – client acquisition, growth, and retention strategies.
• Partner with client executive leaders to ensure ongoing service expectations are met and plans for continued relationship growth and program improvements are planned.
• Oversee, manage, and own accountability for development of Client Services budgets and forecasts – accounting for sales growth, client expansion, and process improvements / operating efficiencies. Responsible for Client Services level budget achievement.
• Balance client demands with internal demands associated with staffing and resource planning, financial management, competing deadlines, and motivate the team to deliver best in class client service.
• Lead periodic strategic planning efforts including client segment & account planning, talent assessment/growth/succession plans, and alignment with corporate growth objectives.
• Mentor, train, coach, and develop the skills of the segment lead team.
• Work with segment leaders to establish and execute client service delivery model and empower their managers to drive accountability in their teams.
• Measure and monitor real-time client health, drive on-time study start up, and ensure effective study management through to close.
• With Segment Leaders, and others establish and continually improve study management approach, and working practices with other functions.
• With Segment Leaders, and others work with HR to establish and continually refine programs for rapid team member onboarding and ongoing training.

Education/Experience/Skills:

• Bachelor’s degree, preferably in life sciences. MBA preferred. 
• 12+ years of client management leadership experience in a central lab, contract research organization, and/or sponsor environments. 
• Deep understanding of central lab constituent roles for clinical studies, including sponsor/CRO, lab vendors, sites, and project management. 
• International work experience with teams and clients across cultures and time zones. 
• Experience managing large, complex studies – and successfully resolving escalated client issues. 
• 10+ years of executive, team leadership and client management experience in a central lab, contract research organization, and/or sponsor environment; including  5+ years’ experience managing a P&L.
• Global work experience with teams and clients across cultures and time zones.
• Experience managing large, complex, multi-million dollar accounts with strategy, analytics, and operational excellence.
• Experience hiring, managing, and developing teams responsible for day-to-day execution of client programs.
• Solution-oriented approach to timely assessment and resolution of issues and client escalations.
• Ability to manage challenging and sensitive issues which require novel solutions and strategic communications.
• Ability to consult with internal and external stakeholders to diagnose and resolve operational issues.
• Consultative / trusted advisor approach to informed analysis and decision making.
• Talent for synthesizing complex issues/topics and explaining them in easily understood terms.
• Clinical trial research industry expertise and strategic perspective on marketplace dynamics.
• Deep knowledge of the competitive landscape in central laboratory services in support of clinical trials.
• Presence, judgement, communication, and client-engagement skills to effectively operate at the executive level.
• Management of strategic client relationships and the ability to handle challenging and sensitive issues which require novel solutions and/or diplomatic skills.
• Leadership, presence, judgement, communication, and client-engagement skills to effectively operate at the executive level.
• Thrives in building highly effective teams; possesses strong people management skills.
• Solution-oriented approach to assessing and resolving issues / escalations in a timely manner.
• Clinical trial research industry expertise and strategic perspective on marketplace dynamics
• Deep knowledge of the competitive landscape in central laboratory services and CRO segments
• Proactive, strategic thinking and planning

Location/Travel:

• Ideally located in Raleigh or Johnson City area
• Remote with in person meetings in one of these locations
• Travel as needed