Vice-President, Client Services - Life Sciences

Job Title

Vice-President, Client Services - Life Sciences

Job Description Summary

The Vice President, Client Services leading Life Sciences (LS) is responsible for the overall management of the LS client portfolio & P&L across North America, accountable for the performance and customer satisfaction of a complex, highly technical, and demanding client base. Customer interaction and partnering in a “C-Level” environment is required. Must be able to develop and communicate both strategic and tactical plans and ensure timely delivery of the same.

The person in this role is positioned to align with the LS industry and clients and to understand the underlying dynamic and utilization of this knowledge to drive market share growth. The person in the role is ultimately responsible for nurturing and expanding relationships with strategic customers driving organic expansion, customer loyalty and retention of business. The person will identify opportunities to introduce innovative processes to reduce cost, technologies to drive value and innovation, and services to continuously enhance C&W Services impact to the clients' infrastructure.

Job Description

Principal Responsibilities

• Represents the values of C&W Services to the account teams and the clients
• Oversees the successful operational delivery of contractual scope while driving a culture of continuous improvement to reduce cost waste and optimize the client experience.
• Aligns to establish productive, professional relationships with key customers, seeking to build trust and partnership at strategic levels of the clients, drive strategy to be a partner vs a supplier
• Develops front line service delivery team and leadership, measuring and ensuring safety culture dominance, technical competence, and proactive service orientation
• Create and operationalize Go To Market strategies to advance market share within the Life Science vertical
• Accountable for delivering top and bottom-line financial results
• Acts as a true business partner of customers’ business. Must listen, be curious and passionate to explore opportunities that will mutually benefit both parties
• Seeks and identifies new growth opportunities that may involve new service lines, geographies, Cushman & Wakefield cross sell
• Proactively assess, clarify, and validate customers’ needs on an ongoing basis
• Coordinates the involvement of company personnel, including support and management resources in order to meet account performance objectives and customers’ expectations.
• Manages, schedules, and attends Quarterly Business Review and Annual Business review meetings for key accounts and engages internal executive leadership participation
• Communicates regularly with key customers on company updates, initiatives, and other pertinent information
• Proactively leads a joint company strategic account planning process that develops mutual performance objectives, financial targets and critical milestones.
• Develop high performing teams that foster balanced leadership around cost controls, client experience, teammate experience and portfolio growth
  
  

Other Responsibilities:

• Develop annual operating budgets and periodic forecasts
• Updates executive leadership team on strategic account plans and accomplishments, opportunities/risks and financial results while forecasting anticipated impacts to plan.
• Establishes account growth and renewal plans and engages cross functional resources throughout the renewal lifecycle to improve the readiness of the account ensure retention and growth
• Builds rapport with Business Development, Marketing & Solutions, Client Services, and other functions (Legal, HR, Finance, Technology) to support delivery of services to the customer and minimize risk to C&W Services
  
  

Performance Measurements:

• Leading safety culture for the accounts, ensuring all programs are in place and account personnel understand safety as the priority
• Top and bottom-line performance to plan for the account
• Implementation of account strategic plans aligned with C&W Services goals and supporting of client initiatives
• CIP results: YOY improvement in key survey metric scores including areas of communication, interaction, innovation scores
• New service line expansion (C&W Services and/or Cushman & Wakefield Cross Sell) and $ value added YOY
• Introduction and implementation of innovative ideas and best practices at accounts on a quarterly basis
  
  

Required Experience And Knowledge

The successful candidate will have proven experience in developing collaborative relationships across all levels of the organization. This leader must have the passion, energy, and intellectual curiosity necessary for a fast-paced, growth-driven environment.

• Exceptional senior customer relationship management skills and experience in Life Sciences or supporting Life Science accounts from a B2B perspective
• Innovative individual who employs entrepreneurial characteristics, problem solver with strong business acumen
• Well established negotiation and communication skills
• Ability to be a strategic thinker to drive continuous improvement and innovation to improve the customers’ business
• Highly proficient and effective at presenting to executive level audiences.
• Able to manage multiple priorities while influencing the direction of multiple teams to deliver a diverse set of requirements.
• Experience and understanding how to support clients from a services perspective (B2B)
• Experience in a business development and senior delivery role is strongly recommended.
• Must be able to manage effectively in a matrix-style organization to lead high-performance team.
• Must be result driven and ability to manage projects to get desired outcomes.
• Champions diversity and creates an environment of inclusion
• Possesses a growth mindset and works with positive intent
• Promotes continuous improvement, embraces change and is a change agent
• Commitment to interpersonal effectiveness
• Motivate people to create high-performing teams
• Commitment to interpersonal effectiveness
• Bachelor’s degree in business related field or equivalent experience with strong business and financial aptitude, MBA preferred
• Minimum of eight years of experience in facility management services and/or real estate operations, including five or more years in major account management.
  
  

Competencies:

• Have a mindset of continuous improvement and process-oriented controls
• Ability to work effectively in a culturally and educationally diverse environment
• Coach, mentor, and develop future organizational leaders
• Ability to implement and enforce procedures
• Strong organizational abilities
• Ability to travel 50% for both internal and external meetings
  
  

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $212,500.00 - $250,000.00

C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us.