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POSITION SUMMARY:
The Associate Director, Bioanalytical Client Services serves as the liaison between the Strategic Sales team and the Bioanalytical Laboratory (BAL) to understand, facilitate and align customer expectations for Bioanalytical sample testing services with laboratory capabilities to ensure timely execution of both regulated (Good Laboratory Practice (GLP) or Good Clinical Laboratory Practice (GCLP)) and non-regulated customer projects. This role is also responsible for identifying and implementing continuous improvements to customer-facing and internal administrative processes and activities.
DUTIES AND RESPONSIBILITIES:
• Hire and supervise BAL Client Services team, who execute administrative functions and coordinate logistics for initiation and completion of BAL sample testing studies.
• Collaborate with BAL senior management team and principal investigators to support new business opportunities, verify resolution of technical questions and ensure timely delivery of high-quality data in accordance with applicable quotes/statements of work (SOWs).
• Collaborate with Strategic Sales team to support pre-sales and post-sales activities including participation in pre-sales meetings, determination of appropriate turnaround time estimates based on project complexity and drafting of quotes and statements of work for custom combinations of MSD catalog assays.
• Proactively collaborate with BAL staff and customers to ensure a superior customer experience with both the services and the company as a whole.
• Identify and implement continuous improvements to customer-facing and internal client services processes and activities.
• Facilitate discussions between external customers and internal groups as needed.
• Generate non-technical customer facing documentation and review technical customer facing documentation.
• Coordinate and escalate communication with all appropriate areas of the company to mitigate the impact of changes to project scope, budget, resources and risk.
• Provide relevant metrics to BAL executive team regarding status of key project/contract milestones and deliverables.
• Provide relevant metrics to MSD management review board regarding established key performance indicators for the BAL.
EXPERIENCE AND QUALIFICATIONS:
• Bachelor's degree or higher in Life Sciences, Business Administration or related field.
• Minimum of six years of experience in customer-facing, technical support and/or consultative roles.
o Two years of experience in supporting sophisticated and diverse customers desired.
o Two years of experience in a services organization and preferably in a bioanalytical contract research organization or organization supporting clinical study sample testing desired.
• Minimum of 4 years of direct or indirect supervisory experience (e.g. managing cross-functional teams).
• Experience in GXP or other regulated environment required; experience in GLP or GCLP environment highly preferred.
• Experience with SFDC highly preferred.
• Experience with MSD's immunoassay platform or other multiplexing technology preferred.
KNOWLEDGE, SKILLS AND ABILITIES:
• Broad knowledge of laboratory operations including an understanding of immunoassay workflows.
• Knowledge of GLP/GCLP requirements as applicable to bioanalytical sample testing.
• Knowledge of clinical trial workflows.
• Self-directed, proactive, strong problem solving/troubleshooting skills.
• Able to handle a fast-paced environment and continuously re-prioritize multiple tasks while maintaining a constant focus on providing exceptional customer support.
• Logical problem-solving skills and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion.
• Outstanding interpersonal communication skills.
o Professional presence and strong interpersonal skills for interacting in a courteous, timely and diplomatic manner with all levels of employees as well as other parties/stakeholders.
o Track record of successfully handling escalated customer interactions.
• Solid leadership skills with demonstrated knowledge and understanding of staff management practices and processes and the ability to establish accountabilities and expectations and manage performance to achieve results.
• Proficiency in MSD Office Suite; MS Project or other project management software experience desired.
• Ability to work effectively across inter-departmental teams.
PHYSICAL DEMANDS:
• This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
WORK ENVIRONMENT:
• This position is performed in a traditional office environment.
COMPENSATION SUMMARY:
The annual base salary for this position ranges from $116,600 to $177,800. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate's knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non-discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company's overall success.
BENEFITS SUMMARY:
At MSD, we offer a comprehensive benefits package to support our employees' well-being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company-paid short- and long-term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.
EEO/AA STATEMENT:
MSD is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We welcome applications from all qualified candidates, making employment decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age, protected veteran status, pregnancy, disability status, or any other protected characteristic. For our full EEO/AA and Pay Transparency statement, please click on the following link: https://www.mesoscale.com/en/our_company/careers/equal_employment_opportunity_statement.
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