Client Services Manager, Environment Testing

The Client Service Manager (CSM) supervises the client service facing teams to include but not limited to Sample Receiving, Service Centers and Project Management staff. The Manager is responsible for cohesion of the teams and manages productivity, compiles and interprets the receipts forecast, is responsible for facility accounts receivable management and collection activity. The CSM tracks and maintains information for various revenue reports. Establishes plans to monitor and manage growth for house accounts. The CSM is responsible for the evaluation and preparation of bids and proposals for new business opportunities and overseeing the project management bid activity for existing client base. The CSM will consistently act in the best interest of Eurofins Environment Testing America and exhibit professional behavior and performance with both internal and external clients. Eurofins Environment Testing America and the CSM are committed to grow the business through a ClientFirst culture that will provide exemplary client service.

Definitions: “Sample Receiving” as referenced throughout the document which include every aspect of Bottle/Shipping order fulfillment, courier services, TALs sample login and client receipt resolution.

“Service Center” as referenced throughout the document which include every aspect of Bottle/Shipping order fulfillment, courier services, logistics management and client receipt resolution.

“Project Management” and “meeting client requirements” as referenced throughout this document are phrases which include every aspect of managing our relationship with the client, from project set up through billing and final collection of invoices.

ClientFirst is a strategic initiative of Eurofins Environment Testing America to engineer and evolve systems and performance to achieve Best in Class client service.

WorkShare is the practice of sharing project work within Eurofins Environment Testing America when a facility cannot completely meet the project and/or turnaround time requirements without the support of a sister laboratory.

The “ClientFirst Service Guidelines for Client-facing Staff” is a document which defines the expectations for client service within Eurofins Environment Testing America. The client service skills referenced in that document are incorporated in every duty and responsibility listed here. In addition, the ClientFirst Service Guidelines for Client-facing Staff document is to be used as a desk-top resource for managing client relationships

Essential Duties and Responsibilities:

• Laboratory’s primary client representative.
• Establishes direct reporting department annual goals.
• Establishes direct reporting department policies and procedures.
• Oversees direct reporting Managers and provides business guidance.
• Heads project start up meetings to ensure project objectives are successfully met and hands off project detail to assigned Project Manager(s).
• Establishes and leads regular management department/group meetings.
• Facilitates client conflict resolution when issues are raised to a level beyond the Project Management staff.
• Works closely with the Quality Assurance Manager to evaluate and establish project requirements.
• Ensures client complaints are handled professionally, and resolved in a timely manner.
• Trains Project Managers.
• Assigns Project Managers to clients/projects.
• Monitors Project Management workload and reassigns Project Managers to clients or redirects resources to assist during work overloads and absences.
• Compiles and interprets receipts forecast to show near term business trends. Manages sample capacity based on forecast detail.
• Manages a minimal list of projects/programs for key client accounts. (Note: sufficient time is needed to manage the cleint facing groups and the CSM must not be overwhelmed with project management.)
• Works with Project Management and operations management to prioritize report production schedules to maximize on time report delivery and minimize the impact of reporting delays.
• Works closely with laboratory management in laboratory capacity loading decisions.
• Monitors current accounts receivable status by Project Manager and client.
• Assigns action items to aging accounts.
• Provides general sales support to Account Executives for business development activities started in the field.
• Prepares and assigns quotes and proposals for new business opportunities.
• Compiles and interprets Bid Activity Report. Represents laboratory at brown bag or similar client presentations.
• Attends marketing, trade shows, or conferences in support of Sales initiatives.
• Performs sales activities for house accounts and other clients as needed.
• Assigns the responsibility for incoming cold calls and processing requests.
• Sustains growth of the business to maximize market share, profitability, competitive advantage and capacity utilization through the following activities: 
  • Identifies and manages client accounts and business opportunities
  • Acquires new accounts by following up on leads, negotiating contracts, and closing sales
  • Clearly communicates our services to new and existing clients
  • Communicates the clients’ needs to the internal organization and fulfills the role of client advocate.

Supervisory Responsibility: The CSM supervises the activities of Sample Reciving, Service Centers and all Project Managers, Project Manager Assistants, and Business Development Managers. Assigns new projects to Project Managers based on experience and skill set. Determines priorities of tasks and conducts periodic review on goal attainment. Ensures timely creation of LIMS projects. Ensures login reviews are completed the same day or early the next morning (as defined by lab project management procedures).

Ability and/or Skills:

• Business principles
• Method application for frequently requested methods
• Understanding of client markets
• Experience with financial statements and measures
• Strong LIMS understanding and/or computer background to understand LIMS applications
• Strong management skills
• Effective written and verbal communication skills
• Marketing skills
• Conflict resolution skills
• Public speaking skills
• Proven client service skills
• Ability to handle multiple details and changing priorities
• Delivering effective presentations to prospective clients
• Ability to manage personnel issues and conflicts
• Identify staff strengths and weaknesses to optimize resources
• Able to work independently and in a team environment