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Client Implementation Specialist

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  • Job
    Full-time
    Junior & Mid Level
  • Dublin

Requirements

  • Education: Bachelor’s degree (B.A. /B.S.) or equivalent in related scientific discipline.
  • Experience: Minimum 1-3 years of relevant industry experience using microbiological test methods.
  • An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
  • Certification/Licensure: Valid driver’s license required.
  • Other: Must possess excellent communication and presentation skills.
  • Proficient in the use of standard office computer applications (word processing, spreadsheets, presentations, e-mail).
  • Proficient in English.

Responsibilities

  • Responsible for Customer onboarding by managing installation, training, onboarding programs and early-stage support for new customers and for facilitating a smooth transition to the Customer Care Organization.
  • Monitor sales targets quarterly to ensure full and continued utilization of the instrument in a designated geographical region.
  • In addition, responsible for providing technical guidance in support of the Account Management and Global Account teams.
  • Drive the onboarding of new customers by installation, training, and on-site validation/application support.
  • Build relationship with customer to support their onboarding program, communicate available products and services which contributes to successful product implementation as well as customer satisfaction.
  • Provide technical leadership in training and support in assigned territory reviewing customer data and validation plans.
  • Monitor reagent/consumable consumption on a quarterly basis to ensure full and continued utilization of the instrument.
  • Assist in sales program in assigned territory applying technical/scientific skills to develop existing accounts and compete for customers.
  • Assist Account Management with presenting global capabilities, qualifying leads, demonstrating added value, and closing new business opportunities by providing scientific/product support during sponsor teleconference calls, demos, field visits and at scientific trade shows.
  • Assist Global Sales team in providing Customer Data and recommendations for annual customer care reports.
  • Facilitate smooth transition to Customer Care organization after full implementation, confirm service & support tools are available to ensure continued Customer Satisfaction.
  • Work closely with Customer Care organization and provide on-site support to troubleshoot customer issues related to instrumentation, application, reagents, and software if required.
  • Establish regular interface and communication with the Account Management and Global Commercial organization to relay shared goals and targets; develop co-strategies to achieve defined targets; and work cohesively as a team to provide excellence in service to clients.
  • As required, give overview of assigned product line and services to internal and external contacts.
  • Identify new product and service opportunities with customers and share opportunities with appropriate product management.
  • Communicate Business Unit product and services updates to Sales Management team in a timely manner.
  • Share customer feedback/suggestions for product/workflow improvements.
  • Work with Manager to prepare and execute a comprehensive plan for implementation management for new customers, monitor potential opportunities at new accounts and expansion of existing accounts and an analysis of competitor accounts.
  • Utilize CRM to capture customer information.
  • Participate in sales meetings as required.
  • Complete all required sales documentation in a timely manner.
  • Perform all other related duties as assigned.

FAQs

What is the role of a Client Implementation Specialist at Charles River?

The Client Implementation Specialist is responsible for customer onboarding, managing installation, training, onboarding programs, and providing early-stage support for new customers. They facilitate a smooth transition to the Customer Care Organization and monitor sales targets to ensure full utilization of the instruments in their designated geographical region.

What are the essential duties of a Client Implementation Specialist?

Essential duties include driving customer onboarding through installation and training, building relationships to support onboarding programs, providing technical guidance, monitoring reagent consumption, assisting in sales programs, facilitating transitions to Customer Care, troubleshooting customer issues, and communicating product updates.

What qualifications are required for the Client Implementation Specialist position?

A Bachelor’s degree in a related scientific discipline is required, along with a minimum of 1-3 years of relevant industry experience using microbiological test methods. A valid driver’s license is also necessary, and candidates should possess excellent communication and presentation skills.

Is prior experience in customer support necessary for this role?

While direct experience in customer support is not explicitly required, relevant industry experience, particularly in using microbiological test methods, is necessary. Additionally, the role involves significant interaction with customers, so experience in relationship building and support is beneficial.

What skills are important for a Client Implementation Specialist?

Important skills include strong communication and presentation abilities, proficiency in standard office computer applications, technical leadership, technical/scientific skills for assisting Account Management, and the ability to build relationships with customers.

What geographic areas does the Client Implementation Specialist cover?

The position is based in Dublin, Leinster, IE, and Cambridge, England, GB, suggesting the specialist would cover assigned territories within these geographical locations.

What kind of company is Charles River?

Charles River is an early-stage contract research organization (CRO) with a diverse portfolio of discovery and safety assessment services, supporting clients from target identification through preclinical development. They work with a broad array of clients including pharmaceutical companies, biotechnology firms, government agencies, and academic institutions worldwide.

What can candidates expect in terms of company culture at Charles River?

Charles River promotes a culture of diversity and inclusion, values their employee contributions, and is driven by a mission to improve the quality of people’s lives through their work in drug development and research services.

What additional responsibilities might a Client Implementation Specialist have?

Additional responsibilities may include preparing and executing implementation management plans for new customers, participating in sales meetings, completing sales documentation, and identifying new product and service opportunities to share with management.

What resources and tools does a Client Implementation Specialist use?

A Client Implementation Specialist utilizes CRM systems to capture customer information, standard office applications for documentation and presentations, and tools for troubleshooting customer issues related to instruments, software, and reagents.

Together, We Create Healthier Lives

Science & Healthcare
Industry
10,001+
Employees
1947
Founded Year

Mission & Purpose

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guides us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. #DrugDiscovery #Biotech #Biotechnology #Pharmaceuticals #CRL

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