Customer Relationship Manager

#1 - CRM Life Sciences – Pharma & Biotech
2-5 years of Life Sciences experience in clinical, regulatory submissions and/or quality processes.  Must have a basic understanding of GxP compliance issues and/or requirements.   Technical proficiency in IT systems that support submissions, clinical trials and/or quality management is desirable.

#2 - CRM Life Sciences – Med Device
2-5 years of Life Sciences experience in medical device marketing, quality, development and/or manufacturing processes.  Must have a basic understanding of GxP compliance issues and/or requirements.

Technical proficiency in IT systems that support development, manufacturing or quality is desirable.

#3 - CRM Life Sciences – Blood and Biologics
2-5 years of Life Sciences experience in blood products or biologics.  Must have a basic understanding of GxP compliance issues and/or requirements.   Technical proficiency in IT systems that support donor processing, blood or tissue management, or quality is desirable.

#4 - CRM - Standard
2-5 years experience with quality systems in general manufacturing, automotive, aerospace, electronics or similar industries.  Must have a basic understanding of ISO or similar compliance issues and/or quality requirements.  Experience with the MasterControl Quality System is desirable.

The following information applies to all four (4) Specialty positions:

JOB SUMMARY:
The Customer Relationship Manager (CRM) role is a key function of the MasterControl Client Services Department.  The CRM will serve as the primary point of contact and the overall relationship manager for a number of MasterControl clients. The person will oversee all post-sale activities associated with the client,. The person will also be responsible for increasing customer loyalty, ensuring customer retention, engaging in proactive communication with customers, and resolving product/business issues experienced by the client. CRM owns the corporate relationship, and advocates for the customer within MasterControl by working in partnership with Sales, Marketing, Professional Services, Technical Support, and other departments to promote customer satisfaction

This person will also assist in identifying and anticipating the future life sciences, quality and compliance needs of the existing customer and matching those needs to MasterControl products and services.  The CRM will take an active role in working with sales on specific action plans to increase revenue.

 The CRM is measured against two goal categories, namely customer loyalty and account growth

Customer loyalty includes ensuring that:

• The planned implementation achieves the intended customer goals
• The customer is satisfied and is a potential reference
• The customer keeps their Master Services Agreement (MSA) active

 Account Growth includes:

• Assisting sales to grow the account with additional products and services.
• Re-opening “expired” MSA

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Pre Sales

• Support Sales and/or Marketing efforts to existing customers
• Provide industry expertise to pre-sales process as requested

Customer Relationship Management

• Facilitate a smooth transition from sales to customer service engagement.
• Provide a single point of contact for customers on all activities associated with that customer
• Oversee all post-sale activities associated with the customer including the timely delivery of all products and services
• Coordinate service resource requirements.
• Manage customer relationship through proactive methods
• Regular communication with senior executives and Regional Sales Managers on account status
• Measure and monitor ongoing customer satisfaction and identify and deliver programs to increase satisfaction when necessary
• Take an active role in timely issue resolution and escalation. 
• Coordinate with Technical Support to proactively plan for upgrades and to assist as needed with MSA collection
• Provide valuable industry knowledge & expertise to customers
• Work with customers to implement a validation strategy that will allow them to take advantage of upgrades, new product modules, etc.
• Work directly with  Regional Sales Managers to ensure customer success and increased sales

QUALIFICATIONS

• Proven track record in the area of customer relationship management
• Professional and interpersonal skills required to develop and foster positive relationships
• Proficient in the areas of web based applications and MS Office products
• Outstanding communication skills (both verbal and written)
• Excellent analytical, detailed oriented and possesses excellent organizational  and follow-up skills
• Must be able to function under pressure to meet tight deadlines
• BA or BS degree required in speciality areas, degree preferred in Standard otherwise equivalent experience.
• 25%  travel required
• Some sales experience is a plus.
• PMP or other project management certification a plus.

For further consideration please submit resume to employment@mastercontrol.com