Client Success Project Coordinator

Metabolon’s Project Coordinator supports the Company’s growth initiatives and fosters a positive client experience.  The role is responsible for ensuring an exceptional customer experience for projects from the time a contract is signed to when the project is delivered and beyond.  This will involve close working relationships with clients, field sales, scientific operations, sales operations, and finance.

This is a hybrid role with the expectation of being on-site three days per week (Tuesday, Wednesday, Thursday) however the role may require flexibility for up to five days a week on-site as needed.

Project Monitoring and Prioritization:

• Maintain and monitor project plans and project schedules per standard operating procedures (SOPs)
• Ensure projects adhere to contractual terms and all documentation is maintained for all projects in salesforce.com.
• Serve as escalation point for project variance from plan and effectively mitigate risks to ensure client expectations are met.
• Organize and facilitate meetings with field sales and internal stakeholders ensuring cross-functional teamwork.
• In collaboration with sales, project delivery, and operations team, prepare and delivery necessary data, updates, and other information related to projects to executive team. 

Customer Advocacy and Guidance:

• Communicate directly with clients to ensure timely shipment of samples
• Clearly communicate customer expectations internally regarding turnaround times and contracted deliverables
• Interact directly with clients at an appropriate cadence throughout the life of the project to create a positive client experience
• Facilitate communications between clients and internal stakeholders as appropriate
• Provide consultative recommendations and best practices to ensure positive outcomes for both clients and team members

Revenue Acceleration:

• Maintain an up-to-date sample forecast, and work with field sales and clients to pull forward projects, where applicable.
• Work cross functionally with scientific operations and customers to efficiently resolve sample issues so that projects can enter the laboratory queue as quickly as possible.

Process Improvement:

• Identify opportunities and plan and implement solutions to improve processes for sample receipt forecast accuracy, increased productivity, reduction in errors and overall effectiveness.

The above represents primary responsibilities of the role. The incumbent will be responsible for participating in ad hoc projects from time to time (eg. process optimization) and completing other tasks as assigned.

• BS/BA degree preferably in Biology, Life Sciences, or related field. Equivalent experience may be considered in lieu of degree.
• 3 + years client facing experience in clinical research organization as a project manager, or equivalent experience in client facing roles in the biotech/pharmaceutical space.
• PMP certification is preferred
• Familiarity with lab operations and manufacturing processes in life sciences preferred
• Experience using Salesforce.com or other database systems (e.g. LIMS)
• Ability to think strategically and resourcefully, with a proven track record of successful project delivery.
• Relationship focused, with a passion for providing an exceptional customer experience 
• Must be highly organized, proactive and able to succeed in a fast-moving environment
• Working knowledge of MS Office software suite, specifically Excel
• Sensitivity to providing prompt responses, and excellent follow up practices

Metabolon, Inc., is the global leader in revealing biological insights on disease state and physiological reactions in the present time through metabolomics. Leveraging one of the world’s most diverse and rich patient data sets, Metabolon is equipped to deliver biologically relevant evidence to address some of the most difficult and pressing questions in the life sciences. Every day, our work is helping to accelerate research and product development success in the biopharma, population health, consumer products, agriculture, wellness, and academic research sectors.

Metabolon was founded in 2000 and is headquartered in Research Triangle Park, North Carolina with an international headquarters in Germany. For more information, please visit www.metabolon.com.

Metabolon is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.