Customer Relationship Manager
HybridChorley, England, United Kingdom
Job Summary
Manage and develop a portfolio of international clinical trial accounts, acting as the primary point of contact for study-related activities and service delivery. Coordinate customer projects, budgets, and commercial activities while building strong relationships that drive successful outcomes and long-term business growth. Prepare quotations, service proposals, and commercial documentation, then provide meaningful customer reporting and status communications. Investigate and resolve customer escalations, ensuring projects are executed in line with agreed SLAs. This on-site role requires a minimum of two days per week in the office in Chorley and offers healthcare coverage, a bonus scheme, and pension.
Required Qualifications
- Minimum of 3 years' experience in a customer-facing, account management, project coordination, or client relationship role
- Proven experience managing complex customer projects, ideally across multiple stakeholders and locations
- Strong commercial awareness with experience supporting budgets, pricing, contracts, or revenue-generating activities
- Excellent relationship-building skills with the ability to influence and engage stakeholders at all levels
- Strong organisational and project management skills, with the ability to manage multiple priorities simultaneously
- Excellent verbal and written communication skills
- Strong analytical and reporting capabilities, with the ability to interpret and present data clearly
- Ability to work collaboratively across cross-functional teams to deliver customer solutions
- Proficiency in Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint
- Proactive, solutions-focused approach with a commitment to delivering exceptional customer service
- This role is based on-site, with a requirement to work from the office for a minimum of 2 days per week
Desired Qualifications
- Bachelor's degree or equivalent relevant experience
- Experience within Clinical Trials, Life Sciences, Healthcare, Pharmaceutical, Medical Device, or related industries
- Experience working in a business-to-business (B2B) environment
- Familiarity with project management methodologies and customer account planning
- Experience managing international accounts or global customer programmes
- Knowledge of budgeting, forecasting, and commercial reporting
- Experience working within a regulated environment
- CRM system experience and proficiency with customer management tools
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