Key Account Consultant

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Summary: Under the general direction of the Key Account Team leader, the Key Account Consultant will be responsible for maintaining and managing all key client facing activities including Cell and Gene Therapy area and Direct to Patient/Direct from Patient area . From overseeing the initial set up, managing the launch, ongoing daily management of manufacturer-sponsored specialty distribution programs and clinical trial protocol management. This position holds an overall responsibility of the assigned key accounts, protocols and program coordination across all functional areas of the World Courier Operation areas.

Account Management Exceed customer’s expectations by providing extraordinary service for all key customer requests. Establish and build strong working relationships with business leaders and key internal stakeholders and work teams to ensure the successful delivery of services to World Courier clients. Troubleshoot client issues and work with internal and external groups to solve client problems and communicate effectively through resolution. Meet travel expectations for on-site client meetings where required. Key contact between all World Courier functional business areas – Client Financial Services, Customer Service. Develop seamless communication flow between these functional areas including the customer service, operations, finance, business Development, Quality Assurance and Information Technology. Serve as “business owner” for assigned accounts – both internally and externally. Responsible for meeting program timelines and making adjustments to meet priorities. Assist in the development of training curriculum for all program & protocol team members. Responsible for the development of project / protocol documents and Statement Of Works for World Courier and creating custom Work Instructions specific to manufacturer-sponsored programs. Responsible for special project management from time to time.  Overseeing the development, technical set up and roll out of special client projects in Japan and/or other International locations if required.   Assists the Quality team in the internal audits performed by World Courier Quality Assurance Department providing input and answers to questions as requested during the process.  Provide consultation & input into the action plans in collaboration with Key Account Team leader and National Customer Service & Operation Manager.  Responsible to ensure that external audit findings, Corrective and Preventive Action and Complaint issues are adequately addressed and actioned to client sign off. Provides technical consultation on the facility where required. Other duties as assigned. Program Management Responsible for program process design and implementation. Continuously monitor, assess and identify strategies to improve programs. Responsible for both document and process change management, as required by manufacturer client. Manage ongoing program maintenance and liaison with the client.   Building and Maintaining Relationships Develop and deliver client presentations as required. Provides technical consultation on the facility where required. In instances of service failures, represent World Courier, in conjunction with other business areas (Business Development Manager) to clients to ensure appropriate resolutions are offered and strong partnerships continued. Reports and Statistics Complete internal monthly Customer Status and data reports on time. Ensure any Customer reports are created, provided and presented as required in conjunction with respective