Director, Relationship Management

Job Locations Global Opportunity
Job Post Information* : Posted Date 2 months ago(1/13/2021 9:17 AM)
Job ID No.
Number of Openings
Location : Location
Global Opportunity-
Location : Address
Regular Full-Time


eResearchTechnology (ERT) provides unparalleled service and reliable solutions with a common purpose - to ease the challenges of product safety and testing efforts while improving and saving lives. Our important work sets the industry standard. Our team provides proven scientific and regulatory leadership to biopharmaceutical and medical device companies around the world. Our global clients rely upon our expertise - across Cardiac Safety, Respiratory research, ePRO, and Consulting Solutions - to expedite their clinical research studies and empower them to make their expert decisions, more quickly and accurately, related to their product development and approval efforts.


Our global company is growing. Our aim is to lead clinical studies to success and to make a contribution to public health.  We identify and reward great talent. We're refreshingly friendly and our teamwork is unrivaled.


Join us as our Director, Relationship Management, and develop and execute a strategic plan that enables ERT to provide superior service in the delivery of its product lines. This very high visibility role is aligned with Operations and PLEs across all service lines.


In this role, you will

  • Define strategies to assure customer satisfaction and on-time delivery of quality services that meet or exceed industry requirements.
  • Lead managers and their staff towards the accomplishment of departmental and corporate goals and objectives.
  • Serve as senior level advocate for all customer issues and provide ongoing management to ensure timely resolution.
  • Lead staff to identify and maximize opportunities to secure repeated business, removes or mitigate risks, obstacles and issues in existing projects to enhance the opportunity to achieve repeated business.
  • Complete and monitor the departmental budget for Relationship Managers
  • Direct the hiring, orientation, and training plan for Relationship Management team members as applicable.
  • Define and analyze staff metrics to gauge the productivity and efficiency of the team, and develop strategies to maximize performance.
  • Provide management reports which include but are not limited to:
    • Strategic programs
    • Departmental Metrics
    • Customer Satisfaction feedback/NPS Scores
    • Customer Health
  • Develop, review and revise Standard Operating Procedures, Job Descriptions, and Departmental Training Plans, as needed.
  • Ensure compliance with timely training completion/documentation.
  • Attend customer meetings with Business Development and/or Operational teams to present ERT services and Operational workflow, as applicable.
  • Participate in industry professional organizations, seminars, and other key venues to promote ERT.
  • Perform other duties, assignments, and/or special projects as time or circumstances necessitate.

The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. This job description and any attachments do not constitute or represent a contract.


Our ideal candidate will offer

  • Bachelor Degree required, Master’s degree preferred.
  • 6-8 years of experience in pharmaceutical field (or related industry experience), with an emphasis on project management
  • 8-10 years of Management/Supervisory experience essential
  • 8-10 years of experience in account management 
  • Demonstrated leadership skills
  • Working knowledge of Microsoft Office products
  • Knowledge of the pharmaceutical drug development process
  • Excellent organizational, interpersonal, time management, and prioritization skills
  • Valid passport and ability to travel across offices as needed (estimated 30%)

In addition, the role requires

  • Outstanding account/project management skills and the ability to understand the overall impact of operational readiness issues within key functions.  
  • Excellent interpersonal and communication skills required to align and influence internal functional stakeholders and client stakeholders.  
  • Ability to manage multiple priorities and projects, and balance workload and timelines; Able to work in a fast-paced and dynamic environment.

ERT is a growing and rewarding place to advance your career, especially for those who are passionate about finding solutions that improve lives – or save lives – for millions of people around the world. Our success starts with caring and collaborative people, from the recent college grad who’s just getting started to the seasoned professional with a wealth of knowledge, skills and experience. Together, we’re making a difference.

ERT is an equal opportunity employer and all qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


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