1+ months

Client Service Manager

WIRB-Copernicus Group (WCG)
Indianapolis, IN 46204

General Information

Location: Indianapolis, IN

Organization: Trifecta Clinical

Job Type: Full Time - Regular

Description and Requirements

The Client Service Manager, located in Indianapolis, IN, 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.

  • Bachelors degree in related field and/or 3 to 5 years related experience in a clinical project management environment (CRO, pharmaceutical company, or other centralized service provider used in clinical studies) or the equivalent combination of education, skills and experience to perform the job.

  • Exceptional communication skills (written and oral) and ability to anticipate the needs of clients.
  • Excellent business management and developmental skills.
  • Leadership qualities.
  • Efficient team management skills.
  • Ability to resolve conflicting situations.
  • Computer and technical knowledge.
  • Effective problem-solving skills.
  • Financial management skills.
  • Strong analytical abilities. 
  • Ideal candidate should have a firm understanding of the clinical trials process.
  • The ideal candidate must have prior experience working with the Internet, new media production, or related experience. 
  • Thorough understanding of managing web and A/V capabilities/technologies and production processes. 
  • Ability to work within deadlines, ensuring timely, cost-effective delivery and client satisfaction. 
  • Self-starter who works as well independently as they do as part of a team. 
  • Internet development knowledge and/or video production/post-production experience a plus.

  • Plan projects 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 Clinical
  • Develop schedule contingency plans 
  • Disseminate production information to production team through task and sub-tasks assignment based on requirements 
  • Evaluate deliverables prepared by the team to make sure the work meets requirements and maintains a high level of quality 
  • Track and report team hours, as needed, and file expense reports 
  • Analyze project profitability 
  • Create, maintain & constantly look to improve production processes 
  • Provide detailed explanations (written and graphical) of production processes 
  • Act as Account Manager for clients, as needed
  • Articulate design rationale and function strategy as it directly relates to accomplishing goals set out (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 
  • Obtain, discuss and follow-through with feedback from client 
  • Work with client against scope creep and endeavor to keep project focused within scope
  • Support & help trouble-shoot 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 (up-selling opportunities) or articulate these opportunities to the appropriate channels 
  • Develop best practices and tools for project execution and management.
Trifecta, a member of WCG Clinical, offers a fully integrated, comprehensive site communication platform via InvestigatorSpace. With over 15 years of study start-up experience for clinical trials, organizing and distributing training and safety documentation, Trifecta is a proven leader in on-demand solutions.


Posted: 2021-03-08 Expires: 2021-05-15

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Client Service Manager

WIRB-Copernicus Group (WCG)
Indianapolis, IN 46204

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