Senior Client Manager, Business Development

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Requirements:

• Bachelor’s Degree + 7 years of related experience, or
• Master’s Degree + 5 years of related experience
• Experience following and/or developing Standard Operating Procedures (SOPs)
• Strong interpersonal and organizational skills.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
• Excellent listening, oral and written communication skills.
• An excellent team player – highly effective in working with others but also capable of working independently as necessary
• Professional and courteous telephone manner
• Demonstrated ability to handle technically complex scientific documentation and articulate technical concepts to customers
• Ability to multi-task and an attention to detail

Responsibilities:

• SME on all aspects of product knowledge, applications and sample preparation processes within their scope of expertise and in accordance with Adaptive Standard Operating Procedures (SOPs)
• Serve as the primary point of contact for key pharmaceutical and academic clients, ensuring strong relationships and client satisfaction
• Lead client meetings, presentations and reviews to communicate progress, insights and opportunities for improvements.
• Manage end-to-end project, contract and order creation processes within Salesforce, ensuring accuracy and efficiency.
• Collaborate cross-functionally with internal teams (e.g. Lab, Translational Science, B&L, Sample Management, Accounts, Legal) to deliver high-quality solutions tailored to client needs
• Ensure seamless project execution by aligning internal resources and managing timelines effectively.
• Assist in the completion of RFIs (requests for Information), ensuring accurate and timely responses
• Support prospecting efforts by identifying and engaging potential clients to drive business growth.
• Collaborate and coordinate sample flow with Lab Operations and Sample Management teams
• Ensure documentation of all communications in Salesforce according to established SOPs and assist with updating SOPs
• Handle complex issues and triage responses to relevant parties within the organization as needed
• Point of contact for responding to complex/sensitive inquiries posted through our corporate website and document each inquiry appropriately
• Ensure completion by customers of sample manifest in accordance with Adaptive SOPs and manage all sample and shipping logistics with customers
• Track the management of sample inventory for active pharma/biotech studies
• Build on existing customer base by providing the highest level of customer service and support
• Address escalated issues as appropriate using established protocols
• Interact with clients, patients, visitors, and fellow staff in a courteous and professional manner
• All other duties as assigned