Customer Relationship Manager

Role Mission 

As a Customer Relationship Manager, you will take ownership of a portfolio of international clinical trial accounts, acting as a trusted partner to customers throughout the lifecycle of their studies. You will coordinate customer projects, budgets, and commercial activities while building strong relationships that drive successful outcomes, exceptional service delivery, and long-term business growth. 

Working closely with internal stakeholders across multiple functions, you will ensure customer requirements are translated into operational success, helping clients move their clinical programmes forward with confidence. 

Key Responsibilities 

• Manage and develop a portfolio of customer accounts, acting as the primary point of contact for study-related activities and service delivery

• Build strong, collaborative relationships with customers to understand study requirements and provide a high level of support throughout the project lifecycle

• Coordinate customer contracts, clinical study budgets, and pricing activities to maximise commercial opportunities and revenue

• Manage study timelines, milestones, and deliverables, ensuring projects are executed in line with customer expectations and agreed SLAs

• Collaborate with internal teams to ensure equipment, services, and solutions are delivered accurately and on time across multiple global locations

• Prepare quotations, service proposals, and commercial documentation for existing and prospective opportunities

• Provide meaningful customer reporting, performance updates, and status communications

• Attend and actively contribute to customer, project, and study management meetings

• Proactively identify opportunities to introduce additional products and services that add value to customers and grow the business

• Investigate, manage, and resolve customer escalations and service issues, ensuring a positive customer experience

• Analyse project data and financial performance to support decision-making and continuous improvement

• Support the Head of Customer Management and wider team by contributing innovative ideas, process improvements, and best practice sharing

What We’re Looking For 

We're looking for a commercially minded relationship manager who thrives in a fast-paced, customer-focused environment. You will have excellent communication and stakeholder management skills, coupled with the ability to manage complex projects and competing priorities. Most importantly, you are passionate about delivering exceptional customer experiences and building long-term partnerships. 

Essential skills and experience: 

• Minimum of 3 years' experience in a customer-facing, account management, project coordination, or client relationship role

• Proven experience managing complex customer projects, ideally across multiple stakeholders and locations

• Strong commercial awareness with experience supporting budgets, pricing, contracts, or revenue-generating activities

• Excellent relationship-building skills with the ability to influence and engage stakeholders at all levels

• Strong organisational and project management skills, with the ability to manage multiple priorities simultaneously

• Excellent verbal and written communication skills

• Strong analytical and reporting capabilities, with the ability to interpret and present data clearly

• Ability to work collaboratively across cross-functional teams to deliver customer solutions

• Proficiency in Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint

• Proactive, solutions-focused approach with a commitment to delivering exceptional customer service

Desirable (but not essential): 

• Bachelor's degree or equivalent relevant experience

• Experience within Clinical Trials, Life Sciences, Healthcare, Pharmaceutical, Medical Device, or related industries

• Experience working in a business-to-business (B2B) environment

• Familiarity with project management methodologies and customer account planning

• Experience managing international accounts or global customer programmes

• Knowledge of budgeting, forecasting, and commercial reporting

• Experience working within a regulated environment

• CRM system experience and proficiency with customer management tools

At Resonant, we’re more than a leading life sciences company,we’re a global team united by a shared purpose: the uncompromising pursuit of quality to help our customers move science forward. 

When you join us, you become part of a growing global community of more than 850 dedicated professionals. In return for your skills, knowledge, and experience, we are committed to helping you thrive, offering access to high-quality learning, development, and career progression opportunities so you can reach your full potential. 

This role is based on-site, with a requirement to work from the office for a minimum of 2 days per week to support close collaboration and operational effectiveness.

Our competitive reward package includes, following qualifying periods: 

• Healthcare coverage 

• Company bonus scheme 

• Pension scheme 

• Flexible working options 

• Associate engagement activities and wellbeing initiatives 

• Generous annual leave, plus an extra day off to celebrate your birthday