Vice President, Client Services

Labconnect International Ltd - Cleveland, OH

Full-time - Senior

Cleveland, OH

Ambulatory Health Care Services

About the position

The Vice President, Client Services at LabConnect is a strategic leader responsible for managing client escalations and ensuring client satisfaction in the pharmaceutical and biotech sectors. This role involves overseeing client service excellence, leading a team of client segment leaders, and collaborating with internal stakeholders to drive growth and operational efficiency. The VPCS plays a critical role in strategic planning, budget management, and mentoring team members to enhance service delivery and client relationships.

Responsibilities

• Build, evolve and lead a team of director-level client segment leaders and independent quality control team.
• Liaise with internal executive leadership on client service excellence and strategic improvement initiatives.
• Partner with client executive leaders to ensure ongoing service expectations are met and plans for continued relationship growth are established.
• Oversee, manage, and own accountability for development of Client Services budgets and forecasts.
• Balance client demands with internal demands associated with staffing and resource planning.
• Lead periodic strategic planning efforts including client segment & account planning, talent assessment, and alignment with corporate growth objectives.
• Mentor, train, coach, and develop the skills of the segment lead team.
• Measure and monitor real-time client health, drive on-time study start up, and ensure effective study management.

Requirements

• Bachelor's degree, preferably in life sciences.
• MBA preferred.
• 12+ years of client management leadership experience in a central lab, contract research organization, and/or sponsor environments.
• Deep understanding of central lab constituent roles for clinical studies.
• International work experience with teams and clients across cultures and time zones.
• Experience managing large, complex studies and successfully resolving escalated client issues.
• 10+ years of executive, team leadership and client management experience; including 5+ years' experience managing a P&L.
• Experience managing large, complex, multi-million dollar accounts with strategy, analytics, and operational excellence.

Nice-to-haves

• Clinical trial research industry expertise and strategic perspective on marketplace dynamics.
• Deep knowledge of the competitive landscape in central laboratory services and CRO segments.

Benefits

• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Paid time off
• 401(k) matching