Senior Client Service Manager

CN-31-Shanghai | SG
Job Number
Job Category
Business Development/Sales
Position Type

Job Overview

Covance is seeking an experience Client Service Manager for our regional clinical development business. If you are already working in the clinical research industry with client services experience, and you enjoy the challenge and achievements in your work, this will be the role for you! Whether you’re ready to make a move or just interested in learning more, apply TODAY and let’s talk together!


Covance is committed to providing a clinical research career with purpose in a culture that values achievement. By joining our Clinical Trial Operations Team, you will work in a collaborative environment with the flexibility to pursue different clinical trials involving various compounds - giving you an excellent overview of best practices across the industry. Experience the global reach and therapeutic record of success from one of the few truly global drug development companies positioned to provide comprehensive clinical support from First-in-Human studies.


Responsibilities include: 

  • Provides leadership for all aspects of quote, proposal and RFI development for assigned opportunities ensuring adherence to agreed-upon BU-specific and enterprise-wide proposal and pricing processes
  • Leads strategic and/or highly complex opportunities autonomously
  • Reviews and seeks internal expertise to support RFP/quote requests to meet client requirements
  • Collaborates with Operations, Finance, Account Executives and others to compile proposal response
  • Ensures timely delivery of assigned proposals to clients in line with process quality standard compliance
  • Accountable for ensuring accurate data entry into SFDC, CMS, and others databases as appropriate (e.g. updates, proposal number requests and generating both regularly scheduled and impromptu reports)
  • Leads client-facing and senior management-facing activities surrounding assigned opportunities
  • Identifies and resolves issues around client inquiry requirements and Covance capabilities
  • Maintains appropriate knowledge of current and future technical and regulatory environments
  • Leads internal and external opportunity management negotiations (i.e. pricing, process, resources, etc.)
  • Accountable for the maintenance and continued development of key client relationships
  • Provides training and guidance to less experienced staff on interpretation of a RFP/quote/protocol
  • Performs quality control activities for peers and less experienced staff
  • Performs line management for <3 members of the Client Services team
  • Executes supervisory duties for assigned staff including work scheduling, performance evaluation activities, career development and preparation of training plans, where applicable
  • Triages and assigns new inquiries; contact AEs to discuss opportunity when needed
  • Leads integration activities with other Covance Client Service teams
  • Assists AEs with hosting inbound client visits (R&D Labs)
  • Coaches and mentors Client Service staff on pricing decisions and appropriate responses to customer issues
  • Monitors team capacity and assist in priority setting
  • Mentors Client Service staff on effective interactions with Account Executives, other functional areas and Clients
  • Acts as Client Service ambassador to internal/external customers
  • Applies analytical tools (i.e. Six Sigma) to process issues and assists in process improvement
  • Assists AEs with the coordination of client presentations and logistics


About Covance:

Covance is one of the world’s largest and most comprehensive drug development services companies, with more than 11,000 employees in 60 countries. We began operations Asia Pacific in 1988 and today have more than 1000 employees in 14 countries across the region. Through our discovery, nonclinical, clinical and commercialization services, Covance has helped pharmaceutical and biotech companies develop one-third of all prescription medicines in the market today.


Why Covance?

At Covance, you will join like-minded professionals who, together, build our reputation as one of the world's largest and most respected contract research organizations. In choosing Covance, you will be part of a dedicated team that makes a difference in helping to deliver life-saving and life-enhancing medicines to people around the world. We welcome your application and believe this decision may be the most rewarding career move you will ever make!



Level of education preferred (if required or experience level which may be substituted for level of education).
Professional degree/designations/certifications/licenses legally required (i.e. RN, MD, VDM etc.).
Bachelor’s degree in a scientific, business or related field (or equivalent work experience)


  • Minimum of 8 years direct CRO/pharma experience preferred
  • Excellent customer service skills, attention to detail and ability to be persistent while maintaining tact
  • Demonstrated computer skills – requires excellent MS Office experience (specifically Excel, Word, Outlook)
  • Demonstrated ability to plan, multi-task and prioritize
  • Demonstrated teamwork, communication (written and verbal), and organizational skills
  • Proven ability to work independently
  • Knowledge of other software applications (i.e. SFDC) preferred
  • Ability to work to deadlines
  • Strong analytical skills
  • Ability to communicate appropriately and effectively with clients and Covance senior management
  • Positive attitude and sense of urgency
  • Possesses a general knowledge of and ability to work across Covance BU lines preferred

Previous line management experience preferred


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