Cryoport, Inc. is redefining temperature controlled supply chain support for the life sciences industry by continually broadening its platform of solutions, serving the biopharma, reproductive medicine and animal health markets.
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JOB TITLE: Client Relationship Manager
Overall Mission
The Client Relationship is accountable for cultivating and maintaining strong partnerships with our Direct-to-Patient (DtP) clients. This role encompasses delivering exceptional customer service, implementing and overseeing compliant temperature-controlled transport solutions, and collaborating effectively with cross-functional teams. To ensure operational excellence, the CRM will own the end-to-end process, from order initiation to cash collection for all DtP client accounts.
Main Contribution
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Building and maintaining strong relationships with key DtP clients.
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Collecting and analyzing customer data to identify trends and opportunities for improvement
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Ensuring exceptional customer service through timely responses and issue resolution
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Exceeding client expectations in terms of service quality and deliver performance
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Streamlining the end-to-end process to improve efficiency
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Identifying process improvement opportunities and implementing solutions
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Collaborating with cross-functional teams to optimize operations
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Proactively identifying and addressing potential risks to client relationships and business operations
Organizational Position
Manager’s Position : CRM and Special Project Manager
Location : Manila, Philippines
Required Skills Profile (experience/ education)
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2-5 years in customer service in a healthcare/life sciences transportation and logistics related environment
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Associate degree level in Logistics, Supply chain, International Commerce, Business, or Finance and/or relevant experience. Manage time effectively
Language
Fluent in English
Other foreign language proficiency is a plus
Specific Experience & Knowledge Required
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Healthcare & Life science transportation/logistics expertise
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Process oriented and ability to define as well as improve workflows
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Excellent analytical skills and attention to detail.
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Effective communication and interpersonal skills, with the ability to collaborate across teams.
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Good organization and data management skills
Interpersonal skills ("Essential")
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Customer oriented
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Solutions oriented
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Demonstrates a passion and a responsibility for the client
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Professional manner, highly organized and goal driven
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Aptitude for following process, attention to details, proposing improvement and getting to root cause of problems
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Demonstrate a strong commitment to following existing guidelines and processes
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Ability to identify process inefficiencies and recommend improvement
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Excellent verbal and written communication skills
Top Skills
What We Do
Cryoport Systems is a market leader in globally integrated temperature-controlled supply chain support for critical, irreplaceable products and materials in the Life Sciences industry. We are already trusted to support over 650 active clinical trials and we support the leading commercial therapies worldwide, delivering unparalleled, integrated supply chain services for products, therapies and treatments requiring unique, specialized temperature-controlled management. As the Life Sciences constantly evolve and advance, so do we.