The Client Relations Manager (CRM) is accountable for new client setup, account maintenance, document review, quotes and proposals, and project kick off. Accountable for oversight and mentoring the maintenance of client accounts. The CRM role fosters and develops client relationships in support of the laboratory mission.
Essential Duties and Responsibilities:
Project set-up:
- Confirm non-Eurofins Environment Testing America subcontract labs are on the approved list and set-up as vendors for new work
- Initiate approval process for any subcontract labs not on the approved list
- Verify that lab certification meets project requirements for new quotes Verify that lab compound lists and limits meet project requirements for new quotes
- Confirms that EDD format is available (deliverable assignment and delivery route) for new quotes. If new format is needed, submits a helpdesk ticket.
- Engages workshare labs, service centers, and non-Eurofins Environment Testing America locations as needed for new quotes
- Provides supporting documentation to client as needed (contact list, bottle table with preservation, etc.)
Client set-up:
- Requests new client review
- Confirm sales assignments with Business Development Managers
- Takes new quote requests from clients
- Reviews client contract requirements/coordinates review senior management
- Reviews purchase orders
- Submits purchase orders for approval and returns approved orders to clients
- Follows up on client terms and credit limits
Quotes & Proposals:
- Initiates project Quality Assurance Project Plan review with operations, Quality Assurance, and subcontract labs as needed
- Initiates technical support from operations as needed (special requests, method development, technical review, etc.)
- Quote generation & approvals
- Reviews client quote requests for capabilities, certifications, scope
- Confirms client contracts (if applicable) and pricing
- Determines lab placement for the work
- Confirms that lab certification meets project requirements
- Confirms that lab compound lists and limits meet project requirements
- Creates quotes
- Submits quotes for approval
- Sends quotes to client
- Forecasts quotes
- Provides Quality Assurance Project Plan information to the client as needed
- Reviews incoming proposal requests
- Follows up on pending quotes/proposals
- Updates status in LIMS system
- Distributes pending quote list to sales/ops Account Maintenance
- Follow up calls and visits with clients
- Submits client complaints and participates in corrective action/follow-up as needed
- Communicates client issues/complaints to sales
- Follows up on client requests
- Supports the follow up of quotes/bids for tracking purposes
- Forwards opportunities and leads to sales
- Forecasts upcoming work
- Asks for the next opportunity