Client Account Manager

Job purpose

Client service and relationships

• Develop and maintain professional relationships with existing clients and present the company and its services through meetings and other communication channels.
• Respond promptly to client needs, enquiries, and service issues; take ownership of client-related issues and contribute to their resolution.
• Ensure each client has at least one structured business review per quarter, with an agenda, minutes, and documented actions.
• Monitor client perceptions, review survey feedback, and work with internal departments on service improvements.
• Initiate deviation reporting for incidents that significantly affect client service or products, involving Quality colleagues when required.

Commercial and operational account duties

• Identify and support implementation of new business opportunities and value-added services; support successful go-live with the Implementation Manager.
• Work with Contract Operations Managers on clients with third-party logistics storage and distribution activities.
• Capture one-, two-, and three-year forecasts; prepare weekly storage reports by client and product type and manage storage outside agreed allocations.
• Contribute to change controls, including significant changes such as client relocations between buildings, and escalate material commercial risks.
• Maintain commercially viable accounts and current agreements; review commercial outlook annually and update client account plans.
• Support inflation-linked fee increases, rate reviews, contract renewals, and revenue opportunities; obtain legal approval for contract amendments before signature.
• Ensure chargeable activities and value-added services are captured and appropriate rates are agreed.
• Produce and report monthly KPIs, identify service issues, and work with clients and internal teams to improve performance.

Requirements

• Degree-level education or significant professional experience in a similar position.

Industry and procedural knowledge

• Maintain an appropriate understanding of pharmaceutical industry requirements, Good Distribution Practice, commercial developments, and how imports and exports affect business processes and revenue.
• Ensure activities follow company procedures, client instructions, Standard Operating Procedures, GDP, applicable GMP requirements, and relevant ISO certifications.

Additional account and team duties