Client Relations Manager

Forge Biologics - Columbus, OH

Full-time - Mid Level

Columbus, OH

Administrative and Support Services

About the position

The Client Relations Manager at Forge Biologics is responsible for building and maintaining strong relationships with clients in the gene therapy sector. This role focuses on ensuring client satisfaction, managing client accounts, and facilitating communication between clients and internal teams. The position requires a detail-oriented approach to problem-solving and a commitment to exceptional customer service, with success metrics centered around customer satisfaction and client growth.

Responsibilities

• Function as account manager and primary point of contact for a portfolio of client accounts from contract execution through delivery of product.
• Partner with Project Management and other internal delivery teams to oversee the delivery of activities and products to clients.
• Grow existing clients by cross-selling and up-selling additional Forge services or products.
• Build strong relationships with key client stakeholders.
• Set expectations of service quality, availability, and timeliness with the client.
• Understand the business impact of Forge's work and provide insights and reports that measure or track the value generated.
• Create and share reports on customer satisfaction, contract retention, and revenue growth.
• Regularly provide client updates on work progress, obstacles, and overall performance.
• Document, monitor, and track project timelines in tools like Smartsheets, Teams, and Hubspot.
• Keep internal stakeholders and the executive leadership team informed of project status updates and key issues that may impact project completion.
• Translate and drive prioritization of client requirements into service and project requests.

Requirements

• Bachelor's degree in a relevant field or equivalent professional experience.
• Proven experience in Client Relations, Customer Success, or client-facing project management/account management roles.
• Excellent analytical and facilitation skills with the ability to interpret and anticipate customer needs.
• Customer-centric mindset with a passion for ensuring customer success.
• Exceptional organizational and time-management skills.
• Ability to collaborate and influence stakeholders to ensure a successful client experience.
• Strong written and verbal communication skills, including the ability to communicate complex issues to varying audiences.
• Self-starter with the ability to appropriately prioritize and strategize effectively in a dynamic environment.

Benefits

• Paid parental leave
• Paid holidays
• Disability insurance
• Unlimited paid time off
• Dental insurance
• Flexible spending account
• Financial planning services
• Snacks provided
• Employee assistance program
• Vision insurance
• 401(k) matching
• Employee discount
• Food provided