Client Services Director jobs in Kentucky

Overview

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The Director, Client Services, 3PL will be responsible for driving the complete, end-to-end client program operational experience for the 3PL business. The Director is responsible for business growth with existing manufacturers while ensuring the overall integrity of the 3PL program product offerings. The Director will assist in the oversight of the Client Services department including training, setting goals, and executing the company’s strategic plan to achieve top and bottom-line revenue objectives. The Director is a people manager role, and they will assist in the growth and development of direct report contributors as well as aid all other Client Services contributors.  They will partner with service line leaders across the organization to achieve synergies and drive growth.

Based out of Louisville, Kentucky location only.

Responsibilities

• Enable growth. Responsible for maintaining and strengthening the 3PL Client Services, including supporting Strategic Account Managers with quarterly business reviews, scoping client requirements, assessing them against Knipper capabilities and building the program, collaboratively with the client. Bring ideas that will increase the company’s competitiveness and allow us to be positioned as the innovative industry leader as a custom solution partner for pharmaceutical brand drug manufacturers.
• Work collaboratively. Lead the Account Management function within the 3PL business. Connect with others within the 3PL business such as customer service, warehouse operations, and commercial development to remain aligned with program needs and growth expectations. Leverage these internal relationships to create and customize new 3PL services clients. Work across with the other parts of Knipper (pharmacy, sampling, etc.) to benchmark departmental performance relative to peer functions.
• Build teams and develop people. Creates a positive culture that is dedicated to providing, exceptional customer experiences while being fair, inclusive, and encouraging to associates. Recruit, train, grow, and develop associates so that they have the necessary skills to be successful and expand their careers within Knipper. Drive associate commitment and engagement. Assists in the training and development of Senior-level Account Executives to review client goals and program health.
• Achieves departmental goals along with the reporting needed to provide meaningful/quantifiable feedback to the level of goal accomplishment.
• Works closely with management and internal department staff to create, establish and record well-defined business rules for various program models to help facilitate ongoing quality assurance and review processes and procedures for continual improvement and efficiency.
• Expand client relationships. Creates and develops deep relationships with clients based on satisfaction with the knowledge conveyed by client analytics and report experience. Is able to take new clients, create a unique offering for them, and to build upon that relationship to ensure maximum satisfaction. Grows trust and confidence in the client relationship to ensure that Knipper is the first commercialization partner they consider for 3PL.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree
• 5 years of progressive Client Services (3PL) experience, preferably within the pharmaceutical, biotech, or medical device industry.
• One (1) year of people management experience
• A strategic and agile thinker with the entrepreneurial skills to grow the Account Management function within the 3PL business.
• Excellent communicator, who genuinely respects every level of associate and each person’s ability to contribute to the company’s performance and can collaborate across the organization.
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PREFERRED EDUCATION AND EXPERIENCE:

• Master’s Degree

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent communication skills including but not limited to documentation, presentation, and training meeting facilitation
• Excellent interpersonal skills – an excellent communicator, who genuinely respects every level of associate and each person’s ability to contribute to the company’s performance
• Excellent organization skills and detail oriented
• Excellent analytical and problem-solving skills
• Excellent technical skills to include Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Ability to competitively differentiate and increase share by delivering market solutions that demonstrate quantifiable value to clients and prospects
• Ability to execute projects within scope, schedule, and budget
• Ability to balance multiple priorities to meet expected response deadlines
• Ability to establish and maintain effective working relationships with key stakeholders
• Ability to think with a strategic and agile mindset
• Demonstrate leadership skills in successfully managing teams and collaborating
• Demonstrate ability to influence, direct and guide a team
• Demonstrate knowledge of process improvement techniques
• Demonstrate proven experience growing a logistics provider
• Demonstrate entrepreneurial skills to manage the complexity of a multi-client environment, a diverse service basket, multiple market segments (biotech/pharma/med device), competing client priorities, and aggressive growth

PHYSICAL DEMANDS:

• Location of job activities: 100% inside
• Noise and/or vibrations exposure
• Stand and sit for prolonged periods of time

TRAVEL & AVAILABILITY REQUIREMENTS:

• 40%

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper Health is an equal opportunity employer.