• Relationship Manager

    Job Location US-PA-Philadelphia | CH-Geneva | BE-Brussels | Global Opportunity | US
    Regular Full-Time
  • Overview

    Join us as a Relationship Manager (f/m/d). In this role, you will help lead the development of client relationships focusing on the management of all project/study activity. You will be accountable for creating and maintaining client relationships, and securing repeat business with assigned Customer(s)/Projects/Portfolios through successful delivery of project timelines and quality data whilst maintaining bid profitability.

    In essence, you will function as your clients' advocate and manage the client relationship (in conjunction with BD), to identify new opportunities to expand on ERT’s value within account.  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 the company 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.



    1. Assist with increasing business growth and improve customer service by understanding the client environment and client needs and working to achieve overall client goals.
    2. Member of Oversight/Operations Committees for assigned Customers as requested.
    3. Ensures oversight and maximize performance of project team’s planning, execution and risk management.
    4. Measures project progress, risks and trends using a metrics and KPI approach to achieve project milestones delivery in the assigned portfolio.
    5. Identifies and maximizes opportunities to secure repeated business, removes or mitigate risks, blockages and issues in existing projects to enhance the chances to achieve repeated business.
    6. Organizes regular face-to-face and remote liaison with Customer and PM/PD/teams to review and discuss risks, status and opportunities for of awarded projects, to improve delivery, profitability, and quality and/or client satisfaction.
    7. Is the first point of escalation (internal and external) for resolution of issues and conflicts.
    8. Work with the Client Team to increase customer satisfaction by:
      1. Assuring proper management and control of all ERT projects.
      2. Ensuring Client has input into the planning and development of the ERT program.
      3. Ensuring Client is routinely informed of ERT program status and timelines.
      4. Ensures ERT is addressing any program issues and effectively ensures resolutions in a timely manner.
      5. Ensuring proper and effective internal and external client communications.
      6. Ensuring project scope is managed by the project team, and out of scope are identified in a timely fashion with the customers.
    9. Monitor client activity which includes, but is not limited to: contract activity, outstanding Account Receivables, and escalated study issues for assigned accounts as required.
    10. Conduct internal and external account management meetings with applicable reports as needed for all assigned clients. This may also include the provision of reports and metrics to the client as requested.
    11. Identifies opportunities to expand ERT’s suite of services within defined accounts.
    12. Will manage governance and special projects to demonstrate ERT value to customers (such as the action items that come out of business review meetings and areas of improvement at a higher process level).



    1. Provide reports to Supervisor as requested.
    2. Assist with departmental and company goals and objectives.
    3. Contribute to the development and improvement of processes and tools.
    4. Ownership of the operational strategy of new bids and Bid Defense Meetings.
    5. First reviewer/approver for proposals.


    1. Bachelor Degree or equivalent plus desirable a minimum of 4 years' experience in the pharmaceutical field (or related industry experience), with an emphasis on building customer relationships and project management.
    2. Excellent organizational, interpersonal, multi-tasking, and prioritization skills.
    3. High-level knowledge of ERT products and services.
    4. Demonstrated ability to understand and anticipate the needs of the customer and provide solutions and recommendations that effectively display results.
    5. Demonstration of leadership skills and interpersonal skills necessary to maintain positive relationship with client and internal teams.
    6. Familiarity with the Drug Development/Pharmaceutical Industry practices.
    7. Excellent communication skills; must possess the ability to professionally represent ERT both verbally and in writing.
    8. Ability to establish priorities, work independently, and proceed with objectives without supervision.
    9. Working knowledge of Microsoft Office.
    10. Travel varies according to client needs (est. 20%)
    11. Ability to communicate effectively in the English language.
    12. Good technical understanding of device software and hardware in order to advise and consult with clients and PMs on project needs.
    13. High-level knowledge across multiple therapeutic areas.

    We look forward to receiving your application. Please indicate your salary expectations and your availability and send your application through our ERT career page.  


    Interested in working for ERT but this isn't quite the right job for you? Please see our website for our other current openings.


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