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FSP Relationship Manager (Remote)

Company: MMS
Location: Philadelphia
Posted on: January 16, 2022

Job Description:

MMS is an innovative, data-focused CRO that supports the pharmaceutical, biotech, including clinical trial transparency, and medical device industries with a proven, scientific approach to complex trial data and regulatory submission challenges. Strong industry experience, technology-enabled services, and a data-driven approach to drug development make MMS a valuable CRO partner, creating compelling submissions that meet rigorous regulatory standards. With a global footprint across four continents, MMS maintains a 97 percent customer satisfaction rating, and the company has been recognized as a leading CRO in Global Health & Pharma's international awards programs for the last three consecutive years. For more information, visit

Job Specific Skills

  • Supports the health and growth of assigned Functional Service Provider (FSP) accounts
  • Maintains a solution-focused mind set when challenges arise on a project, identifying opportunities for improvement, and making constructive suggestions for change; encourages the same from staff. Acknowledges and recognizes team member's contributions during the project and at project close according to company practice. Expert understanding of company capabilities; understands service areas including key inputs, outputs and types of deliverables. Attention to detail and ability to work simultaneously on multiple priorities. Adapts and can be flexible to changing priorities. Provides instruction to and oversight to project/operations team members as assigned; targeted toward those leading/supporting FSP models."
  • Ensures the necessary tools, templates and processes that are specific to FSP models are in place to speed project delivery, ensuring consistency and compliance across projects.
  • Collaborates with FSS Director to advise project management team members and business development regarding client specific strategies and FSP operational models to meet customer needs.
  • Advises operational teams on the implementation of efficiencies to project execution, which may work alongside or in addition to client systems/SOPs
  • Periodic reporting of key FSP project metrics and review with FSS Director; attends executive leadership meetings as requested to communicate opportunities/risks.
  • Serves as an Operations contributor/reviewer for FSP proposals /budgets as requested by the Project & Account Management (PAM) Team.
  • Collaborates with Director(s), PAM to share client learnings that may influence sales and pricing strategies/models as applicable.
  • Provides input on analysis of FSP project profitability, revenue, margins, bill rates and utilization; this information may inform costing tool changes (maintained by Directors, PAM).
  • Meets on a routine basis with Ops POCs (FSP model) to determine:
  • Emerging client needs;
    • Reviews the impact of any client process change/tool to services;
    • Evaluates resourcing - emerging needs and projections, monitor and develop strategies to ensure high levels of colleague engagement, works with Ops PoCs/LMs to develop contingency plans for key operations roles;
    • Proactively reviews project-level requests and ensures the internal mechanism for the evaluation of requests, lead assignment and start up are scalable;
    • Proactively outlines operational solutions that incorporate MMS innovations (creative resourcing models, emerging technologies) to enhance offering/efficiencies;
    • Collaborates with Ops PoCs and PM to evaluate/define KPIs to meet client-specific requirements;
    • Works with FSS Director to provide input into the agenda for periodic FSP Process and Relationship Governance meetings;
    • Works with Ops POCs, PM and QA to resolve customer complaints or service delivery questions/concerns raised by the client.
    • Develops lasting relationships with client personnel that foster client ties; may include strategies for periodic face to face.
    • Attends and contributes to internal and external client/project governance meetings for assigned FSP clients.
    • Communicates effectively with clients, collaborating with Ops POCs to identify needs and evaluate alternative business solutions.
    • Seeks opportunities to increase customer satisfaction and deepen client relationships through enhanced processes.
    • Builds a knowledge base of each client's business, organization, and objectives.
    • Continued awareness of current client competitive landscape including service gaps and key opportunities for company.
    • Serves as a resource for PM team in setting standards and managing client expectations for deliverables.
    • Travels as needed to support client relationships, governance.
    • Expertise in understanding client needs including in-depth knowledge of the customer organization including processes; collaborates with FSS Director to ensure appropriate strategy/ solution is proposed to customer.
    • Works with the proposed operations team, serves as an advisor in preparing for bid defense as requested.
    • Collaborates with FSS Director to advise on critical success factors and other techniques that will aid in award.

      Competencies for Level I and II Roles
      • Level of Independence:
        • Level I: Task and project level focus. Receives a moderate level of guidance and direction. Requires support and guidance from the LM or Sr. Team Member approximately 25% of the time or more
        • Level II: Developing understanding of the Service Management process requirements. Identifies and suggests opportunities for improvement related to Service and/or Service Line at the project level.
        • Service Management:
          • Developing understanding of the Service Management process requirements. Identifies and suggests opportunities for improvement related to Service and/or Service Line at the project level.
          • Customer Liaison/ Management:
            • Interaction with the external and internal customer at the project level. Some oversight and guidance from a more senior colleague or Manager regarding best approaches with customer communication may be required.
            • Impact:
              • Project level impact. Has a working knowledge and experience in own discipline. Project level impact. Applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action.
              • Innovation/ Continuous Improvement:
                • Uses existing procedures to solve routine or standard problems. Contributes to process improvement.
                • Discretion/ Latitude:
                  • Exercises discretion related to communication with the customer. With some guidance from more senior team member or a manager able to exercise proper judgement related to disclosure of information based on appropriate audience.
                  • Problem Solving:
                    • Uses existing procedures to solve routine or standard problems and may contribute to solving unique challenges.
                    • Communication:
                      • Effectively communicates with the project team members internally and externally.
                      • Quality and Quantity of Work:
                        • Produces high quality project deliverables with minimum corrections oversight or course correcting from Line Manager or a more senior colleague.
                          Core Company Values
                          • Represent self and company in a professional manner and in line with core company values.
                          • Practice excellent internal and external customer service, communication, and team work.
                          • Support objectives and improvement efforts within department and organizationally.
                          • Comply with all applicable policies, procedures, and training requirements.
                          • Additional tasks as assigned by manager.

                            Requirements
                            • College graduate in scientific, business operations, or related field/ experience required, masters preferred.
                            • Minimum of 3 years' experience working with FSP accounts or similar experience required.
                            • Proficiency with MS Office applications.
                            • Hands-on experience with clinical trial and pharmaceutical development preferred.
                            • Good communication skills and willingness to work with others to clearly understand needs and solve problems.
                            • Excellent problem-solving skills.
                            • Good organizational and communication skills.
                            • Familiarity with current ISO 9001 and ISO 27001 standards preferred.
                            • Familiarity with 21 CFR Part 11, FDA, and GCP requirements.
                            • Basic understanding of CROs and scientific & clinical data/terminology, & the drug development process.

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Keywords: MMS, Philadelphia , FSP Relationship Manager (Remote), Executive , Philadelphia, Pennsylvania

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