Client Services Manager

Client Services ManagerThis is a hybrid position - 2 days in office.COMPANY & COMPENSATION:Medical Metrics Inc. (MMI) is a fast-growing, independent imaging core laboratory based in Houston, TX. MMI provides image analysis and consulting services to medical device, biologics, and pharmaceutical companies in support of their clinical trials and product R&D.Competitive salary, commensurate with experience and qualificationsExcellent benefits package including medical, dental, and life insurance, 401(k) plan, and paid vacation and holidaysJOB SUMMARY:The Client Services Manager (CSM) is MMI's primary point of contact for client relationship management.

Primary responsibilities include proposal development and delivery, client liaison and retention, communication, and relationship building. The CSM will collaborate with staff from Operations, Technology Enablement, Finance & Accounting, and other divisions within the Client and Scientific Solutions (CSS) department to produce comprehensive, technically sound proposals and other business documents. The CSM will be responsible for managing key business accounts as well ensuring client satisfaction.DUTIES AND RESPONSIBILITIES:Establish and maintain routine communication with clients' senior management and executivesSeek opportunities for repeat business and long-term partnerships with existing clientsPursue and support consulting opportunities and sales of value-added servicesDevelop proposals and capabilities presentations for business opportunitiesMaintain and enforce high quality standards for all CTS work productsManage contract renewals, amendments, and scope changes for ongoing projectsDevelop preferred pricing and service models for strategic accountsEnsure a smooth transition ("hand-off") from the contracting phase to the project initiation phaseConduct face-to-face client meetings at tradeshows and client sites, and attend investigator / coordinator meetingsCoordinate with Production to provide routine project health summaries and status updatesBuild client awareness of internal quality initiatives and continuous improvement programsSolicit routine client feedback on MMI's performance and discuss opportunities for improvementServe as the designated contact for complaint escalation, handling, and remediationEnsure that all client concerns are dealt with in an efficient, effective, and timely mannerProvide regular updates to MMI's senior management on all key account activity and future workPlan and propose improvements to processes and services based on client feedbackMaintain in-depth understanding of MMI's core technology, services, and operational capabilitiesLeverage AI-powered tools, per MMI's AI policy, to monitor industry trends and prospect engagement signals to translate insights into salesEnsure that all account information, contracts, and documentation are properly maintainedUnderstand Medical Metrics Quality Policy and support the achievement of the organization's quality objectives and take corrective action when necessary to mitigate organizational riskComply with company policies and procedures, as well as ISO 9001 and Current Good Clinical Practices (cGCP's) relative to job tasksEnsure compliance with HR policies and proceduresREQUIREMENTS:EDUCATION AND EXPERIENCE:Undergraduate degree in a technical discipline from a top-tier university, with an advanced technical degree (MS and/or PhD) and/or MBAMinimum 4 years' experience in a technical or scientific discipline with demonstrated expertise in project management in a B2B work environmentMinimum 2 years' experience in medical imaging and/or clinical research, preferably with training and expertise in diagnostic modalities such as X-ray, CT and MRIPreferred: Prior technical sales or consulting experience, Experience managing and expanding client relationshipsSKILLS REQUIRED:Exceptional communication, presentation, and client service skillsExcellent written and interpersonal skillsAbility to communicate technical concepts to non-technical audiencesImpeccable work ethic and attention to detailSolid analytical and practical problem-solving skillsAbility to professionally manage complex incidents to resolutionAble to plan and execute responsibilities with minimal supervisionEffective time management, organizational, and leadership skillsAdept at acquiring technical knowledge through personal research and self-directed studyHighly motivated and persistentPLUSES:Prior work experience or research in medical devices or biopharmaceuticals with an emphasis on spine, orthopedics, cardiology, and/or neurologyUnderstanding of clinical trials, including US-FDA 510(k) / PMA regulatory pathwayKnowledge of routine assessments made from spine and/or orthopedic imaging examsHistory of collaboration with clinicians (e.g.

radiologists, surgeons, etc.) on R&D projects involving advanced image analysis and interpretationFamiliarity with SalesForce® CRM platform