VP, Client Delivery
The VP, Client Delivery is accountable for the delivery and oversight of a portfolio of Biotech Accounts across our Parexel Biotech division. This role will focus on biotech accounts in the western US.
This leader will achieve results through their team of Client Delivery Leads and the implementation of effective methods of monitoring and driving performance across the portfolio of clients/projects. Successful delivery and oversight is measured by customer satisfaction, revenue, profitability, and new business growth.
Due to the global nature of this role, a clear focus is to ensure that we deliver projects consistently (harmonized) across the globe. The leader will be required to routinely assess operating standards and implement continuous improvement efforts as well as introduce new practices to deliver on this goal of global harmonization.
Within the Biotech Account portfolio, this leader and their teams play an important role in generating repeat business by consistently delivering and maintaining high customer satisfaction. In addition to consistently delivering awarded work, this leader will play an important role in improving our ability to win new business and expand our account base. Day-to-day, this role (and their direct reports) will support Bid Pursuit Meetings (BPMs) as a senior leader as well as serving as an executive sponsor for awarded engagements. To facilitate overall effectiveness, this leader will ensure that our teams are providing client level insight into proposals and providing qualified project team members at BPMs.
Project Performance
- Effectively monitor and drive team performance across the Biotech client portfolio to meet both client and Parexel Biotech's expectations.
- Achieve agreed client project milestones throughout the study lifecycle (e.g. site activation, patient enrollment, DBL, CSR, TMF Quality).
- Deliver projects in a manner that meets Parexel Biotech's revenue and profitability targets (e.g. Sold Margin).
- Achieve agreed customer satisfaction scores to increase loyalty and repeated business.
- Implement continuous improvement efforts and introduce innovative new approaches to achieve consistent performance across all regions. Examples include:
- The implementation and adoption of technology to provide real-time project performance metrics.
- Practices to ensure we deliver First Time Right (FTR).
Account Management
- Maintain contact with selected clients - Utilize effective account management practices to maintain active relationships with selected accounts both formally and informally (e.g. formal Executive Sponsor role vs informal routine check-ins with executives within the Biotech portfolio).
- Ensure that our project teams are employing effective account management practices to establish and maintain healthy client relationships.
- An outcome of the collective efforts should result in highly satisfied clients, achievement of profitability targets, and increased levels of new business as seen by proper CIS management and new awards for Parexel services.
Business Development
- Partner closely with the Solution Consultant and Business Development teams to achieve new business targets.
- Actions and activities include:
- Review and prioritization of the NBA pipeline.
- Providing qualified project team members to support new business pursuits.
- Personal involvement in new business pursuit such as BDMs.
- Providing insight (via our teams) into client relationships to inform the development of proposals.
- Reviewing wins and losses to assist in ongoing improvements to our competitive position.
Qualifications
Skills:
- Proven leader of senior teams, a highly respected leader.
- Strong Business and Financial Acumen.
- Client Focus.
- Effective relationship management skills.
- Ability to create a sense of urgency and purpose within teams.
- Excellent interpersonal, verbal, and written communication skills.
- Sophisticated analytical thought to define and resolve issues in a variety of complex situations.
- Mentoring/coaching skills (preferred but not required).
Knowledge and Experience:
- In-depth knowledge of project management of global clinical trials.
- Strong command of written and spoken English language.
- Proven substantial leadership experience.
Education:
- Bachelor of Science, in scientific discipline preferred, advanced degree preferred.
- 12 years' clinical research experience in Sponsor or CRO.
- 8 years' experience managing employees and teams.
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