• Relationship Manager

    Job Location US-PA-Philadelphia
    Regular Full-Time
  • Overview

    Join us in our Philadelphia office as a Relationship Manager and build successful client relationships across all ERT lines of business. You will be accountable for creating and maintaining clients' relationships, and securing repeat business through the successful delivery of your clients' project timelines and quality data.

    Be your clients' advocate and manage the relationship! Identify new opportunities to expand on ERT’s value. Specifically, you will facilitate interactions between ERT Operations, Product Management, Research & Development (R&D) and your assigned customers. Take responsibility for achieving functional goals in accordance with our mission and objectives to ensure delivery of projects and technical competence and compliance. Gather knowledge of your client’s organization, reporting structures and procedures, culture, expectations, product pipelines, and other pertinent information about your accounts to help build a long and lasting relationship. 


    ERT is a global data and technology company that minimizes uncertainty and risk in clinical trials so that customers can move ahead with confidence. With nearly 50 years of clinical and therapeutic experience, ERT balances knowledge of what works with a vision for what’s next, so we can adapt without compromising standards.

    Powered by the company’s EXPERT® technology platform, ERT’s solutions enhance trial oversight, enable site optimization, increase patient engagement and measure the efficacy of new clinical treatments while ensuring patient safety. Since 2014, more than half of all FDA drug approvals came from ERT-supported studies. Pharma companies, biotechs and CROs have relied on ERT solutions in 10,000+ studies spanning more than three million patients to date. By identifying trial risks before they become problems, ERT enables customers to bring clinical treatments to patients quickly — and with confidence.


    This is a truly key role in ERT's ongoing efforts to delight our customers and strengthen our relationships. For instance, you will improve customer service by understanding the client environment and client needs and working to achieve overall client goals. You will work with individual Project Management teams to ensure oversight and maximize performance of each and every study.


    You will monitor key client activities, and measure project progress, risks and trends using a metrics and KPI approach. You will organize regular contacts with Customer and ERT teams to improve delivery, profitability, and quality and client satisfaction. If an issue does arise, you will be the first point of escalation for resolution of issues and conflicts.


    You will also assist with increasing business growth by identifying and maximizing opportunities to secure repeated business, remove or mitigate risks, blockages and issues in existing projects to enhance the chances to achieve repeated business. Take ownership of the operational strategy of new bids and Bid Defense Meetings.


    Further, you will manage governance and special projects to highlight ERT's value to customers and contribute to the development and improvement of processes and tools. Full job details will be provided during the interview itself.

    The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  ERT reserves the right to amend or change this job description to meet the needs of ERT.  This job description and any attachments do not constitute or represent a contract.


    Our ideal candidate will offer:

    • Bachelor Degree or equivalent and minimum of four years’ experience in the pharmaceutical field (or related industry experience), with a strong emphasis on Operations delivery and Project Management.
    • Excellent organizational, interpersonal, multi-tasking, and prioritization skills.
    • High-level knowledge of ERT products and services.
    • Demonstrated ability to understand and anticipate the needs of the customer and provide solutions and recommendations that effectively display results.
    • Demonstration of leadership skills and interpersonal skills necessary to maintain positive relationship with client and internal teams.
    • Familiarity with the Drug Development/Pharmaceutical Industry practices.
    • Excellent communication skills; must possess the ability to professionally represent ERT both verbally and in writing. Ability to communicate effectively in the English language.
    • Ability to establish priorities, work independently, and proceed with objectives without supervision.
    • Working knowledge of Microsoft Office; Google Suite familiarity is also helpful.
    • Travel varies according to client needs (est. 20%)
    • Good technical understanding of device software and hardware in order to advise and consult with clients and PMs on project needs.

    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


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