Netherlands: Senior Client Account Manager

Overview

The Senior Client Account Manager (Senior CAM) is responsible for maintaining and expanding relationships with PFSCM customers. At any time during the Senior CAM’s interaction with external stakeholders, the Senior CAM is expected to be a PFSCM advocate, articulating PFSCM’s value proposition and promoting the PFSCM brand.

The Senior CAM is responsible for planning and executing account plans to achieve revenue growth and assigned strategic account objectives. The Senior CAM is also responsible for coordinating amongst various operational units including procurement, supply chain services, freight services, accounting, and finance, ensuring high performance results towards all our customers. The Senior CAM is expected to contribute to the enhancement of PFSCM’s current services and the development of new services, as a response to identified market needs.

Additionally, the Senior CAM is expected to contribute to the Client Account Management Unit as a technical expert and mentor to improve overall staff performance. The Senior CAM will also be responsible for various leadership duties within the unit, such as continuous improvement projects, and/or quality management maintenance and updates. The Senior Client Account Manager is a member of the Client Account Management Unit within PFSCM’s Global Supply Chain department.

Specific Responsibilities

Business Development (20%)

• Follow industry trends and changes as they relate to, and influence the development of new business.
• Identify and qualify new business leads through various channels including website inquiries, tradeshows, referrals, etc.
• Coordinate and liaise with technical teams and manage PFSCM’s official responses to Requests for Proposals (RFP’s).
• Secure new PFSCM business by exploring opportunities with existing clients.

Client Development (60%)

• Act as the primary point of contact for PFSCM clients; manage personal and organizational relationships with clients in designated portfolio, ensuring a steady flow of communication, updates, and time-sensitive responses to the end recipient as well as donors and PFSCM team members.
• Manage new PFSCM contracts, including operationalization of new client contracts by organizing kickoff meetings, listing actions for other units as per agreed service level agreements (SLAs) and coordinating organizational efforts.
• Actively identify and analyze potential risks for client orders; develop and spearhead risk mitigation strategies in collaboration with other PFSCM team members.
• Contribute to the development and execution of the Client Account Management Unit strategy.
• Create, design, and distribute performance reports to management, clients, and partners as requested, collaborating with Performance Management Unit (PMU).
• Participate in and lead, as required, regular meetings with clients, donors, and other counterparts as needed.
• Ensure fund allocations are processed, following up as needed with relevant PFSCM team members.
• Coordinate strategy, development, planning, and communication of special PFSCM initiatives, including tradeshow participation, industry summits, panel discussions, etc. ensuring our communication plan fits PFSCM and our clients’ needs and expectations, with communications/marketing.

Compliance and Continuous Improvement (20%)

• Maintain compliance to internal quality systems and continuous improvement.
• Lead special initiatives and ad-hoc task teams to address additional technical needs as identified by the client or to develop and refine internal processes, tools, and materials, as needed.
• Provide support and assistance to the Head of CAM for overall performance improvement initiatives.
• Provide training and mentoring to new staff.

Qualifications and Experience

Education:

Required:

• Bachelor’s degree in public health, procurement, order processing or supply chain environments, or equivalent experience.

Preferred:

• Master’s degree preferred

Required Experience:

• 5+ years’ experience in supply chain systems, procurement, warehousing, pharmaceutical management, quality assurance, or demand or supply planning required.
• Experience interfacing with international donor agencies and/or national health programs, or other relevant stakeholders required.
• Previous project management experience required.
• Previous client account management or customer service experience required.
• Experience in developing business with existing and/or new clients required

Knowledge and Skills:

• Fluency in English and Spanish is required; reading, writing, and speaking. Other languages’ proficiency will be considered an asset.
• Knowledge of the international pharmaceutical and medical supply public sector market, with specific reference to the commodities required for HIV/AIDS, Malaria, and TB prevention, treatment, and care is a plus.
• Experience with CRM software, specifically Salesforce, is a plus.
• Excellent written/verbal communication and interpersonal skills with strong sense of customer service.
• Strong organizational and analytic skills and ability to perform multiple tasks simultaneously, set priorities, and work in a team with diverse cultural backgrounds.
• Flexible and positive team player who is also able to work independently and handle conflicting priorities while maintaining consistent, quality performance standards.
• Solution oriented with a strong attention to detail, accuracy, efficiency and meeting tight deadlines.
• Ability to work comfortably with Microsoft Office software, specifically Word and PowerPoint.
• Willingness and ability to travel up to 10% and perform other duties as needed.
• Must be eligible to work in the United States of America or the Netherlands

Physical Demands

• Willingness and availability to travel up to 10% and perform other duties as needed.
• Keyboard use, pulling drawers, lifting papers <10lbs.

https://jobs-msh.icims.com/jobs/10127/senior-client-account-manager/job