Regulatory Affairs Customer Success Manager

About Pharmalex: Cencora Pharmalex is one of the leading service providers for the Pharmaceutical Industry globally and is specialized in all aspects of drugs and medical devices approval, of the market development and any action of effective product maintenance.

Role Summary: The Customer Success Manager is responsible and accountable for client engagement activities and the deliverables instilling confidence in the customer through effective stakeholder management, establishing of governance structures and driving successful customer outcomes. Customer Success Managers are pivotal in developing and fostering strong relationships with clients built on delivering exceptional expertise, quality and value. This role will be expected to lead and build relationships with senior stakeholders, subject matter experts, and business process owners at multiple levels throughout the organization and within the customer landscape.

Responsibilities:

• Lead Complexity Customer Engagements: Take overall accountability for assigned customer engagements of moderate complexity, ensuring successful outcomes and client satisfaction.

• Project Management: Oversee project execution to guarantee alignment with budget, timelines, and quality standards. Ensure that all projects are delivered within the expected costs and resources.

• Scope and Objectives Definition: Determine project scope and objectives, develop comprehensive project plans, and monitor progress to ensure milestones are met.

• Resource Planning: Predict and allocate necessary resources to achieve project objectives. Establish clear roles within the team and define expected deliverables.

• Governance Implementation: Implement a governance structure that outlines defined roles, responsibilities, and escalation pathways to ensure effective project oversight.

• Risk Management: Identify potential risks proactively and lead the development of effective mitigation strategies to minimize project disruptions.

• Effective Communication: Foster transparent communication and strong working relationships with clients and project team members to facilitate collaboration and project success.

• Change Management: Manage changes within the team as needed to adapt to evolving project deliverables while maintaining focus on objectives.

• Team Onboarding and Training: Ensure all project team members are onboarded, trained, and fully aware of their responsibilities within the engagement.

• Regulatory Insights: Provide relevant regulatory insights and expertise as applicable to the assigned project, enhancing compliance and project success.

• Project Management Excellence Advocate: Act as an ambassador for project management best practices, promoting excellence and continuous improvement within the team.

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Experience:

• Bachelor's degree in Life Sciences or a relevant discipline.

• Project Management Professional (PMP) certification or equivalent experience is preferred.

• Proven track record in complex project management.

• A minimum of five years of experience with in-depth knowledge and expertise in Regulatory Affairs, facilitating a strong technical understanding of assigned projects.

Knowledge and Skills:

• Familiarity with global industry principles of Regulatory Affairs.

• Experience with a diverse range of operational tasks performed by members of the Regulatory department.

• Knowledge of regulatory requirements, including FDA, EU-GVP, and ICH.

• Understanding of the regulatory background related to contracted deliverables.

• Extensive experience in leading, mentoring, managing, and motivating staff effectively.

• Ability to lead large international and/or complex project teams, distributing work equitably according to team members' strengths while ensuring commitment to project milestones; adept at convincing others during challenging change management situations.

• Proficiency in managing client relationships at all levels, including C-suite executives, with the ability to convey strategic collaboration goals. Client-focused and solution-oriented, committed to delivering high-quality results.

• Exceptional communication and negotiation skills (both written and verbal), with a proven ability to communicate critical issues and proposed solutions to senior management; skilled in conveying information to stakeholders, even in critical or sensitive situations. Strong presentation skills are essential.

• Fluent in business English.

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned