• Client Relations Director

    Job Locations UK-LND-Hammersmith
    Job ID
    Business Development
    Position Type
    Permanent Employee - Full-Time
  • Position Summary

    Director, Client Relations - UK Based.


    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.


    We are a software house developing eCOA and Trial Consent. Our clients are Pharmaceutical companies and CRO's and we would expect you to have experience in these sectors to be successful in the role.


    • 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
    • Ideally fluent in French (written and verbal)
    • 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


    Please click here to view the benefits package offered to those on the CRF Health Payroll. 


    CRF Health aspires to be the market leading provider of patient centred eSource technology and service solutions focused on flexibility and innovation, underpinned by deep regulatory and technical knowledge and high-quality service delivery.


    We have offices in Finland, Romania, the US and the UK and continue to grow in terms of revenues, customer numbers and employees.


    CRF Health creates electronic Clinical Outcome Assessment (eCOA) solutions that are simple, scalable, and effective. From our collaborative, agile design approach to our user-friendly reporting tools, we streamline complex processes and deliver reliable results for superior clinical trial outcomes. We improve patient engagement with intuitive design, support study teams with tailored scientific insights, and secure high-quality data with precision. Above all, we ease the path to approval.


    Our personalized service and unparalleled eCOA expertise helps sponsors bring new medicine to market quickly and cost-effectively, improving lives across the world.


    Our UK operations are in Hammersmith, London and Sandwich, Kent. Please note that we will be relocating our Hammersmith offices in September 2018 to 12 minutes walk from our current location to Waterfront, Manbre Road, Hammersmith, London W6 9RH


    We are an equal opportunities employer. All positions at CRF Health are offered subject to certain conditions which will include your right to work in the United Kingdom, satisfactory references and you not having any criminal convictions (excluding spent convictions) which we consider relevant to your employment.


    CRF Health take GDPR very seriously and your privacy and information is important to us. Although we would like to retain your details on file, so we can understand the history of your interaction and your interest in CRF Health and our opportunities, we also want to be able to consider you for other opportunities as they arise, in coming months and years, we recognise that you may wish to remove some personal information or even have your details deleted from our portal. Should you wish to amend your details, please go in to your personal dashboard (where you were taken when signing in) and make whatever changes, additions or deletions you want, or if you wish to remove entirely, then in the dashboard against your iCIMS account click the "GDPR" button and send in the request. We routinely purge the system.








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