Client Partner

The Client Partner role is responsible for both direct client contract value retention as well as growth through contract expansion and the introduction of new products and services solely or through a delivery manager and supporting service delivery team.The responsibility of the role is typically focused on large, multi-site strategic accounts and high upside smaller accounts while supporting upstart, new logo sales accounts. This position is responsible for driving new business within an account base, with defined objectives for account growth, margin.

The primary areas of focus for this role include client satisfaction, revenue growth, account level oversight of delivery managers and onsite teams specific to service delivery, management of current and new business operations, business development for new and existing clients with the overall goal to lead your team to growth and achievement of the executive leadership’s goals and vision.

The account base may include but is not limited to the following employee roles: delivery managers, business unit managers, account managers, project managers, project engineers, automation engineers and validation engineers. The role is expected to guide each unit and all employees to drive solutions and decisions based on Verista mission, vision, and values. The Client Partner is a cross functional leader that must work with the Service Line Team and Executive Leadership Team to develop and ensure quality execution of engineering services and new business opportunities.

 The position is to set an example of Verista Culture of hard work, positive attitude, commitment to satisfy the customer, and strong interpersonal skills. 

Primary Duties/Job Responsibilities:

1. Responsible for creating and directing strategy for large or growing accounts including driving and coordinating selling and relationship activities
2. Responsible for detailed understanding of large, global account client business strategy, drivers, goals and initiatives and translating these into Verista selling opportunities:

• • Account management with outcome of increased customer satisfaction and increase in retention & account growth
  • Growth goal responsibility aligned to specific account baseProficient in strategic account management & planning

1. Manage forecast accuracy on a monthly/quarterly/annual basis   
2. Partner with Service Lines to implement and track strategies that ensure delivery teams meet and exceed sales, utilization, and growth goals
3. Ensure all engineering projects, initiatives, and processes are in conformance with organization's established policies and objectives.

 

New Business Development:

Verista is positioned well to grow our business and the Client Partner has primary responsibility in this area including the startup of new accounts or new areas so Verista maintain and improve upon our great name and reputation.

• Be open and supportive of resource transfers to and from your business unit to support overall company growth.

Assume the role of Primary Contact for Client Manager and Partner levels (C-level) with the following responsibilities:

• Strengthen existing relationships with clients.
• Establish new client relationships within existing client area.
• Ensure quality of work from the delivery team remains high.
  • Manage proposal development and volume to keep your team at acceptable utilization levels.

In collaboration with the Service Line Management, drive 95% utilization levels for your entire group including new and transferred resources.

Manage all active and open purchase orders and ensure that units remain funded at all times. 

• Verify all Service Line Directors are updating resourcing plans and seeking funding prior to full expenditure of existing funding.
• Ensure your account personnel are only working on funded projects

Actively manage and document new and existing client opportunities including overall total revenue, forecasts, and resource planning strategies.

• Regularly (monthly) visit existing clients and target clients to maintain a presence, obtain feedback, ensure quality, and realize new growth opportunities.

Sales responsibilities:

• Responsibility for hitting Sales Quota for growth at assigned Accounts in conjunction with Service Line Director/Senior & Delivery Manager
• Manage Salesforce Leads/Opportunities/Bookings with support of Service Line / Senior /Delivery Manager
• Maintain sufficient pipeline total and weighted to achieve results (generally total pipeline should be 2-3x the sales required)
• Support Verista growth goals at each existing account.  Generally, 20% but could be significantly higher or lower depending on account
• Ownership of Strategic Account Management Plans in assigned Accounts in direct collaboration with the Service Line / Senior /Delivery Manager

Resourcing responsibilities:

• Working closely with other Directors and VP on a weekly basis to identify resource needs and gaps and assigning best resource
• Communication with HR Manager and Recruiter about resource needs including skillset required and timing
• If necessary, interviewing prospective candidates and making recommendations to VP/COO
• Work closely with Sales to make sure we have resourcing in place for potential new/solid opportunities
• Work with sales to close identified opportunities and develop account management strategies at new accounts (<12 months)
• Manage travel expectations for employees travelling over 50% for over three months
• Provide regular updates to the Executive Leadership on resourcing projections, sales, and metrics
• Develop strategic partnerships and help develop new accounts, as necessary
• Raise awareness within leadership team of those who are unbillable, or who will become unbillable or whose contract ends in less than 3 months
• Actively seek and communicate customer feedback – key strengths and improvement areas
• Manage team resourcing and outlook to ensure effective and appropriate staffing levels. Clearly and effectively communicate staffing needs (positive or negative) in a timely manner to allow for effective sales

Provide leadership within your group to improve the following areas:

• Work with Executive Leadership Team to set goals and expectations for his or her group
• Define clear, measurable goals and expectations within your employees’ performance management plans, including working with management to define career paths for supervisory and technical growth opportunities in your team
• Promote team concept within own group first, but also within other Service Line groups
• Attend quarterly service line meetings with Team Building activities
• Challenge employees to do their best. Have high expectations!
• Hold employees accountable who do not meet expectations and provide feedback appropriately
• Motivate team members to perform at a high level
• Develop and build a team environment with high morale and positive corporate culture
• Manage and develop strategy for engineering processes, procedures, and training
• Focus upon ensuring standards and consistency with each and every employee and client. Verista must focus on providing a consistent, quality service regardless of the client, employee, or their processes
• Identify mentors and support mentoring program
• Be open to take on and develop new talent
• Keep entire team up to date on procedures and training while maintaining billable targets
• Be aware of training needs and/or desires for your team and make sure those needs are presented to the Director Quality & Training & respective Service Line Director
• Ensure you communicate any feedback or concerns to your manager AND your sub-team representatives
• Provide input on marketing, website, and strategies –VP to identify periods and tasks required
• Participate as a member of the Lead Team
• Perform other duties as assigned

Qualifications:

This position requires a minimum of a bachelor’s degree in an Engineering or Scientific degree, Business field or relevant experience.

Required Knowledge and Experience:

• Experience working in a fast paced, results driven organization
• Experience in Project Management; managing numerous small projects (5+) of <$50K or large projects in excess of $500K.
• Exposure to FDA regulated environments including validation experience
• Understanding of Commissioning, Qualification and Validation, and process engineering in pharmaceutical manufacturing environments
• Prior supervisory experience

Required Skills:

• Strong written and verbal communication skills
• Proven attention to detail and organization including proofreading, follow-through, and project communication
• Maintain competitive knowledge & focus

Required Abilities:

• Ability to meet, interact, and present in front of a wide range of customers with varying roles including:
  • C-level executives
  • Project managers and plant engineers
  • Supervisor, operators
• Ability to strategically negotiate with clients in a high stress situation to resolve
  • Project and technical issues
  • Funding and change order discussions
  • Employee performance
• Calm and collected leader with the ability to guide a team in stressful projects
• Excellent business maturity and interpersonal skills
• 10+ years of relevant industry experience

Preferred Skills:

The following skills are preferred:

• Broad knowledge of Commissioning, Qualification and Validation, process engineering, Automation Engineering, packaging, Project Management, and Regulatory/Quality, Vision Inspection etc. within Pharmaceutical manufacturing environments is strongly preferred
• A network of contacts/relationships within the pharmaceutical industry in the geographic area of hire is highly preferred

Supervisory Requirements:

This position requires cross-functional leadership responsibility to provide direction to employees, OEMs, contractors or clients as necessary to meet project goals and deadlines.