General Information

Location: Indianapolis, IN

Organization: Trifecta Clinical

Job Type: Full Time - Regular

Description and Requirements

JOB SUMMARY: 

The Client Service Manager position is responsible for the day-to-day relationship and project management of client projects. This position ensures that clients receive exceptional service while delivering projects in a timely manner, within budget, and according to the agreed upon scope of work. The Client Service Manager will serve as the bridge between our clients, internal teams, and partners to manage the operational execution of projects.

EDUCATION REQUIREMENTS:

·  Bachelor’s Degree in Business, Communications, or health-related field required.  Experience in lieu of education requirement will be considered

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:

·  Project Management Professional Certification preferred, IT and Web Development also a plus.

VACCINATION REQUIREMENT:

To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine by start date.

QUALIFICATIONS/EXPERIENCE:

  • Should have 5 years minimum managing projects and demonstrate excellent planning and organizational skills
  • Should have 3-5 years in client-facing roles, setting expectations for services and working with clients, assessing needs, and developing solutions
  • Must have excellent communication skills
  • Demonstrate leadership qualities
  • Have team management skills
  • Firm understanding of the clinical trials process
  • Must be familiar with budgeting and billing, and other financial skills
  • Prior experience working with the internet and new media production or related experience; internet development knowledge and/or video production/post-production experience a plus
  • Thorough understanding of managing web and A/V capabilities/technologies and production processes
  • Excellent business management and development skills
  • Able to resolve conflicting situations
  • Effective problem-solving skills
  • Strong financial management and analytical skills
  • Ability to work within deadlines and ensure timely, cost-effective delivery and client satisfaction
  • Self-starter with the ability to work independently and as part of a team
  • Possess computer and technical knowledge (i.e. Windows, Outlook, MS Office, Visio, MS Project, etc.)
  • Ability to work extended hours to meet project deadlines

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.

  • Planning
    • Plan projects in order to accomplish its goals within constraints such as time, cost and agreed quality standards.
    • Schedule tasks, deadlines and milestones for all stakeholders and resources.
    • Create detailed chart of milestones for all parties.
    • Identify schedule uncertainties and risks for both client and Trifecta.
    • Develop schedule contingency plans.
  • Day-to-Day Management
    • Run the project on a day-to-day basis.
    • Coordinate A/V technicians, coders, programmers, other staff, service providers and clients.
    • Assemble assets required for production team to perform tasks.
    • Disseminate production information to production team through task and sub-tasks assignment based on requirements.
    • Coordinate communication between staff and third parties acting on behalf of the client.
    • Efficiently and competently manage problems.  If project veers off plan (due to scope creep, changed requirements, missed deadlines, etc.), bring project tasks back to plan or create a new plan with the assistance of key stakeholders.
    • Intimately understand the requirements of the project and ensure that work proceeds per specifications.
    • Evaluate deliverables prepared by the team to ensure the work meets requirements and maintains a high level of quality.
    • Constantly monitor and report on the progress of project to all stakeholders.
  • Evaluation & Reporting
    • Track and report team hours, as needed, and file expense reports.
    • Analyze project profitability.
  • Process
    • Create, maintain and constantly look to improve production processes.
    • Provide detailed written and graphical explanations of production processes.
  • Proposals
    • Work directly with Directors of Business Development, Proposals Managers and Operations team to contribute wording, estimates, charts, samples, etc. to proposals.
  • Client Management
    • Act as Account Manager for clients, as needed.
    • Schedule and attend meetings with clients.
    • Explain the technology in proposed solutions to clients and others, where applicable.
    • Articulate design rationale and function strategy throughout the life of the project if new client or technical requirements necessitate new design or function strategy.
    • Present work to the client at milestones throughout the production.
    • Obtain, discuss and follow through with client feedback.
    • Work with client against scope creep and endeavor to keep project focused within scope.
    • Investigate and answer clients’ questions.
    • Support and help troubleshoot delivered work during project and post-project.
    • Ensure client expectations are met and exceeded in terms of quality of product and service delivered.
    • Provide soft sales (upselling opportunities) or articulate these opportunities to the appropriate channels.
  • General
    • Keep current on new technologies as they relate to web site and web application development.
    • Create time estimates for work to be performed.
    • Responsible for multiple web, print and A/V projects at one time.
    • Share quality assurance duties.
    • Define project success criteria and disseminate to involved parties throughout project life cycle.
    • Coach, mentor, motivate and supervise project team members and contractors.  Influence team members to take positive action and accountability for their assigned work.
    • Build, develop and grow business relationships vital to the success of the project.
    • Conduct project postmortems and create a recommendations report in order to identify successful and unsuccessful project elements.
    • Develop best practices and tools for project execution and management.

SUPERVISORY RESPONSIBILITIES: None

TRAVEL REQUIREMENTS: 10-20%


PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to perform sedentary work which includes sitting for long periods of time and occasionally required to lift 25lbs (11.3 kg). Further guidance on physical activities, requirements, visual acuity, and working conditions is available in HCM.


Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Position Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms.

WCG is proud to be an equal opportunity employer – Qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status or any other status protected by law.