Title:
Key Account Excellence Manager
Job Purpose:
The role involves understanding the client’s business, delivering solutions, and overseeing the execution of investigation and GXP needs across multiple regions.
Key Accounts Excellence Manager is responsible to follow and maintain investigations dashboard updated and compliant with client requirements to ensure timely and accurate completion of all status.
Key Accounts Excellence Manager is expected to work in a cGXP environment, have working knowledge of cGxP processes, the ability to manage multiple ongoing projects concurrently and conflict resolution skills, a strong customer facing capability, action oriented, and compliant minded.
Main Duties and Responsibilities:
- Act as Technical Writer and/or Key Account Lead and/or Investigation Analysis, if needed.
- Manage and lead team Technical Writer and/or Key Account Lead and/or Investigation Analysis, providing training, and coaching to ensure high-quality and compliant service.
- Monitor team performance and Key Account, setting metrics, and analyzing data to inform Key Account Excellence Director and peers of improvements.
- Identify training needs and opportunities for skill development within the Key Account Excellence teams
- Facilitate communication and fostering a positive work environment to maintain high team members morale and motivation.
- Foster a culture of collaboration, flexibility, and continuous improvement, and improving managerial skills.
- Participate in the recruitment and hiring process for new team member
- Mentor and train new hirers team members, providing oversight and mentors
- Handle complex inquiries or complaints that have been escalated from team members.
- Build and maintain strong, trust-based relationships with Key Account on GXP topics, act as a Key Account advocate by providing feedback to management on Key Account needs and experiences.
- Attend to all recurrent meetings related dedicated Key Account, if necessary.
- Serve as the primary point of contact on GXP matters for key clients, fostering long-term partnerships, if necessary
- Able to report and write a detailed and structured investigations through data collection, collaboration, interviews and analysis to determine root causes to ensure Key Account and Marken timelines are met in compliance with Marken’s procedures and Client’s requirements documentation.
- Escalate and mitigate any necessary issue, work with Key Account Excellence Team members to identify and resolve any trends on GxP Matters
- Attend to Key Account audit if necessary.
- Develop and implement strategies to enhance the customer experience
- Track and communicate process improvements in the region, including Standard Operating Procedures and Client Documentation.
Requirements:
- Knowledge of Good Manufacturing Practice, Good Storage Practice and Good Distribution Practice guidelines.
- Previous experience in Technical Writer, Customer Services or quality management with an eye for details.
- Knowledge of local regulations.
- Six Sigma certified preferred.
- Strong written and verbal communication skills are required. Ability to read and comprehend complex subjects.
- Organized, methodical and efficient approach to work.
- Strong typing and computer skills, including efficiency using Microsoft Office Suite (Word, Excel, PowerPoint).
- Fluent in English
- Ability to work in a fast-paced, high workload environment, and balance multiple projects and objectives for timely event closure.
- Collaboration skills, with the ability to troubleshoot and problem solve in a cross-functional team setting.
- 2+ years of relevant experience working in a Technical Writer, Customer Experience, Quality Assurance role.
- 2+ years of relevant Management experience.
- Associate degree and/or equivalent university degree/certifications.
Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production.
Moving Our World Forward by Delivering What Matters.
