• Client Relations Director - WEST COAST

    Job Locations US-US Remote
    Job ID
    Business Development
    Position Type
    Permanent Employee - Full-Time
  • Position Summary

    Client Relations Director - WEST COAST BASED ROLE


    The Director, Client Relations will in close collaboration with multiple business streams, establish a trusted/strategic advisor relationship with the company’s key accounts.  This person will (in part) be responsible for increasing customer satisfaction as well as meeting the company’s goal of increased client retention and award volume in their assigned account.  They will be responsible for the development and implementation of strategies and tools designed to aid the company in growing adoption and increasing retention of its products and services in their assigned key accounts. These strategies and tools will play a vital role in helping the company meet its strategic and commercial goals.




    • As needed support internal and external sales teams with proposals and sales strategy for assigned accounts
    • Develop/Identify strategy to move client awards from transactional to strategic partnerships
    • Working with client team members establish standards to be utilized by CRF Health with a focus on increasing quality and improving timelines
    • Work with client team to establish critical goals and/or other key performance indicators and aid in the customer achieving their goals
    • Develop relationships with key decision makers within the client’s organization and establish an appropriate communication strategy allowing for CRF Health’s scientific experts to provide recommendations/guidance and industry insight
    • Schedule, plan and lead regular governance meetings both at the operational management and steering committee level
    • Advocate customer needs/issues cross-departmentally both within CRF Health and the client’s organization
    • Take an active role in the management of customer account escalations
    • Ensure timely communication of opportunities and or escalations to appropriate levels within CRF Health
    • Act as a mentor to new CRF Health staff by demonstrating CRF Health values
    • Other responsibilities as assigned
    • International and domestic travel as required


    • Bachelor’s Degree preferably in Life Sciences, Business, IT or a minimum of 5 years of pharmaceutical industry  experience with a minimum of 3 – 5 years of project management experience
    • Experience in a client facing role in the pharma, clinical, or life sciences industries; eCOA experience required
    • Has a sense of urgency and seeks to resolve matters swiftly without comprising quality
    • Solid working knowledge of the pharmaceutical industry, specifically the clinical trial process
    • Prior experience in customer success or equivalent history of increasing customer satisfaction, adoption and retention
    • Demonstrate an ability to work in a matrix management environment
    • Must possess a high level proficiency of the following skills:
    • Drive results under pressure
    • Presentation preparation
    • Analytics and decision making
    • Time management
    • Cultural awareness
    • Excellent written and verbal communication skills
    • Client facing experience with proven ability to interact at all levels of an organization
    • Ability to motivate and influence others towards common goals and productivity
    • Detail orientated and analytical


    About CRF Health

    Global Leader in eCOA Solutions for Clinical Trials 


    CRF Health is a global leader in eCOA (electronic Clinical Outcome Assessments) solutions for the life sciences industry. eCOA encompasses PROs (Patient Reported Outcomes), ObsROs (Observer Reported Outcomes) and ClinROs (Clinician or Rater Reported Outcomes) with outstanding project management focused on delivering value for our customers.  Committed to driving the change to higher quality outcomes and more efficient paper-free clinical trials through improved patient engagement, our intuitive and patient-focused eCOA technology helps companies bring new medicines to market quickly, safely and more cost-effectively. Our complete eCOA solutions are ideal for home and site-based phase I-IV clinical trials across the world for many therapeutic areas and patient populations.  More information to be found on our website.  





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