The Operations Key Account Specialist (OKAM) plays a fundamental role in handling and development key client accounts within the operations department of the organization. Ensure the success and satisfaction of OCASA Life Science key customers acting as their primary point of contact within the organization.
Also, will be responsible for fostering strong relationships with strategic clients, ensuring their operational needs are met, and driving value-added solutions to enhance client satisfaction and loyalty.
Job Purpose
- Communicate with clients by phone, email, online meetings, and face-to-face to ensure their needs are understood and addressed.
- Build strong client relationships from an operational perspective to maintain ongoing services.
- Collaborate with various internal departments to ensure they fulfill all customer requests and / or resolve any client's issues.
- Develop and implement strategic account plans aligned with clients' goals and objectives.
- Address and resolve client concerns, inquiries, and escalations in a timely and effective manner.
- Assist with study validation activities.
- Generate project database and maintain accurate project documentation files.
- Keep record of any issues that may affect the smooth running of the Studies.
- Coordinate and participate in meetings improvement projects as defined by the relevant process improvement management team (e.g. planning and handover meetings)
- Communicate with study Sponsor(s) and Clients as needed.
- Assist in the development of database design requirements for protocols and protocol amendments.
- Contribute to project planning, such as creating accurate project timelines, complying with regulatory steps, and identifying potential project related issues.
- Manage the set-up process for a low complexity study, where applicable. Mentor and assist in training.
- Facilitate seamless study set-up including Protocol, leading meetings, develop and implement project plans, milestone, risk, issue and action logs.
- Partner with Study Setup team to ensure quality database set-up, oversee preparation of protocol specific documentation. Will prepare and present protocol-specific materials at Kick Off and Investigator meetings.
- Monitor and oversee the operational performance of key client accounts, ensuring service delivery meets or exceeds agreed-upon standards.
- Will monitor the Project Management Plan, timelines and deliverables, manage study documentation throughout the Project lifecycle, oversee study monitoring and reporting, conduct meetings to meet needs of the Study and Customer requirements.
- Will serve as an escalation point for study level issues and will coordinate and triage study-specific issues.
- Analyze key performance indicators (KPIs) and operational metrics to track account performance and identify trends.
- Prepare regular reports and presentations for clients and internal areas to communicate account status, achievements, and areas for improvement.
- Represent the company at Investigatory meetings and other internal / external face to face meetings. Will participate in audits and inspections as required.
Qualifications & Skills Required:
- Satisfactory problem-solving skills to help resolve customer complaints or needs.
- Excellent verbal and written communication skills including good command of English and Spanish language.
- Strong customer service and interpersonal skills for dealing with different types of clients.
- Exceptional analytical skills for interpreting client data.
- Computer proficiency in word processing and spreadsheet applications.
- Time management and multitasking skills to handle multiple tasks and clients at once.
- Ability to establish and maintain effective working relationships with coworkers, managers and clients.
- Strong organizational skills, proven track record of quality, accuracy and attention to detail.
- Demonstrated ability to work in a fast-paced environment while maintaining organizational skills and a demonstrated ability to meet deadlines.
- Effective leadership skills.
Work Setting
- Work is performed in an office environment.
- While performing the duties of this job, the employee may be regularly required to sit and use hands and fingers to operate a computer, and keyboard.
- The employee is required to have close visual acuity to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer, and extensive reading.
- The role may require occasional work outside of standard business hours to accommodate client needs or urgent issues.
- Occasional travel (domestic and International) may be necessary to visit client sites or attend industry events.
