Customer Service and Sales Account Manager

Mission:

This role is to manage and develop the commercial relationship with existing customers on the site and to facilitate the integration of new customers as well as the technology transfer of their products to the site to contribute to the growth of the site and consequently of the Fareva Group.

Purposes:

The Customer Service and Sales Account Manager is responsible for customer satisfaction by identifying and understanding their needs and requirements to ensure the interests of the Fareva Group.

The Customer Service and Sales Manager must build a solid relationship of trust with existing customers allowing them to identify and develop new opportunities to ensure the sustainability of the site to which they are attached.

The Customer Service and Sales Account Manager must work closely with the other functions of the group such as Business Development and Pharmaceutical Product Development Centers to recognize opportunities and the introduction of new products and customers to ensure growth of the site.

Job description:

- Participates in the site's leadership committee

- Participates in the management committee of the Business Development function

- Customer relationship management:

Represents the interests of its clients while maintaining the sustainability of the site.

1. Actively participates in the periodic performance reviews of its customers as well as the management of customer visits to promote the capabilities of the site and the Fareva Group.
2. Ensures that all issues are communicated on time with the right level of detail and follows up on them to resolution with its customers while regularly informing site and regional management as needed.
3. Works closely with the business development teams to ensure the continuous renewal of opportunities.
4. Ensures that projects (new products, change of specifications, etc.) are carried out according to the plan.

- Management of sales forecasts and financial aspects

1. Through the S&OP process, ensures that customer sales forecasts are updated and populated.
2. Through the S&OP process, ensures that sales forecasts, including technology transfer activities (projects) are updated and reported.
3. Ensures compliance with the contractual obligations of the Manufacturing & Supply Agreement (MSA/framework contract).
4. Ensures the planning of the medium-term and monthly refreshment of service revenues.
5. Participates in the development of the annual budget by providing knowledge of changes, risks and opportunities in customer sales forecasts.

- Quotations and commercial contracts

1. Ensure the proper evaluation of the overall cost of existing or new projects (production costs, Capex, etc.)
2. Ensures that new services requested by customers or required by the regulatory framework (GMP, ICH, etc.) are considered.
3. Ensures that all annual price updates are updated and communicated to customers in accordance with current contracts.
4. Support the Business Development teams for annual price negotiations.
5. Ensures that all requirements of the contracts in force are executed, including prices, payment terms, renewal terms, performance calculations, etc.
6. Ensures the analysis of the profitability of the product portfolio.

- Identify and develop new opportunities with other departments (customer request, new regulations, improvement of operations, business continuity plan, etc.) for all existing customers.

Required experience:

1. Master’s in management and/or Science relevant field
2. 10 year of experience in the pharmaceutical field, preferably in sales and/or commercial operations but other expertise are welcome depending on soft skills
3. Team player & communication skills required
4. Willing to operate at the site level and participate in operational tasks/work
5. Business Development mindset (curious, network approach, transform opportunities into reality, understand our CDMO industry)
6. Result & data driven
7. Resilient
8. Ready to deliver spectacular customer experience