B2B Account Manager - Eurofins Covid Testing Services UK

Company Description

Eurofins Scientific is an international life sciences company which performs more than 400 million tests each year within its 800 laboratories across over 50 countries with more than 50.000 staff.

As a world leader in the provision of clinical diagnostics, forensic, pharmaceutical, food and environmental laboratory testing services, Eurofins has been able to draw on its scientific experience to develop a range of SARS-CoV-2 tests in response to the Coronavirus pandemic.

The Eurofins SAFER@WORK™ programme is designed to help companies set up advanced risk management protocols and contributes to limiting the impact of COVID-19 in the workplace. Eurofins SAFER@WORK™ program combines workplace surfaces and wastewater testing together with risk-based clinical testing, as well as relevant consultative, audit, and assurance services to assess and focus on areas where virus presence is likelier. This approach reduces cost and supports health authorities to allocate capacity constrained human COVID-19 testing where it is most needed.

Job Description

The Account Manager will develop and manage new relationships and build upon existing relationships between Eurofins Covid Testing Services UK and corporate customers. The role holder will support the delivery of a customer focused service and work with operational colleagues to develop the service offerings and delivery to meet emerging customer requirements. They will also lead and/or support business development opportunities, sales, tender preparation, customer facing projects and marketing events.

Key Responsibilities & Objectives

• Engaging with customers upon contracting discussions.
• Ensuring internally that contracts can be delivered on the basis of standard service provision.
• Acting as the liaison between customer and operations during contract launch and ramp-up.
• Being responsible for maintaining and expanding relationships with existing clients, by ensuring complaints and queries are addressed in a timely manner to the satisfaction of the client.
• Driving the strategic account management process including the effective use of account plans.
• Working with the operational managers and their teams to adapt the service offering to meet the bespoke and changing requirements of customers.
• Maintaining regular contact with clients through account meetings, and documenting / disseminating actions to relevant team members.
• Ensuring the provision of accurate and appropriate management information to meet the needs of the customer.
• Recording all quality incidents in a timely and objective fashion, and contribute into 8D investigations where appropriate. Effectively communicating and closing out quality incidents with the customer.
• Identifying and developing opportunities to expand breadth of work with current clients and work with new clients.
• Effectively using relevant systems to capture and monitor business development opportunities.
• Building marketplace intelligence on competitor service levels, intelligence and pricing.
• Monitoring, helping to prepare and presenting management reports, trends, and financial information and where necessary investigate anomalies.
• Leading internal customer related activities as requested to support development initiatives; including project management as appropriate.
• Ensuring that internal client requirements are met and that service delivery teams are engaged and kept up to date with client feedback.
• Ensuring that key decisions relating to changes in existing service levels are communicated and discussed with delivery team heads and manage prompt updating of operational protocols, the consolidated specification for specific client requirements.
• Managing change effectively and promptly.
• Contributing to development of commercial team by participating in regular meetings, seminars, marketing and off-site events.

Qualifications

Required Knowledge, Experience and Technical Skills

• Experience in working in a customer-facing role within the fast moving consumer goods market.
• Experience in managing customer expectations regarding service delivery and other issues.
• Demonstrable track record in delivering customer service, issue resolution for the customer and working with senior stakeholders.
• Ability to communicate effectively with all contacts.
• High standards of written and verbal communication.
• Ability to organize and prioritize own workload; strong work ethic and commitment to set and deliver to targets.

Desired Knowledge, Experience and Technical Skills

• Strong influencing and negotiation skills.
• Desire for continuous improvement and ability to manage change with customers.
• Good IT skills, particularly within the Microsoft Office suite.

Security clearance may be required for this role. To gain security clearance you must have three years continuous residency in the UK. Criminal convictions may prevent you from gaining security clearance. This role may in addition require random alcohol/drug screening

Additional Information

• Involvement in a strategic project for Eurofins Safer@Work & exposure to leaders.
• Participation at the forefront of COVID-19 response.
• Integration in a fast-growing international company with a dynamic working environment where personal development and growth are encouraged.
• An attractive salary package with incentive program.