Client Experience and Relationship Management: Acts as the internal client advocate and leader of the business at the site, balancing and driving both the client’s and Patheon's requirements and priorities. Develops and manages the business relationship with existing accounts, through understanding the client’s organization and business needs in addition to understanding the Patheon network perspective related to the client's business to ensure overall approach is client versus site centric. Identifies the decision structure related to product supply and third party manufacturing, and develops an understanding for execution and implementation of supply agreements while ensuring the business framework (forecasts, order horizon, communications, etc.) is optimized. Ensures that expected service levels are being provided and that required planning and technical information is being exchanged appropriately between organizations, through the coordination of information flow, with regard to client’s requirements. Leads engagement of the Voice of Customer (VOC) program, develops action plans and manages escalation process. Ensures resolution of significant issues with the client through coordination and collaboration of internal functional resources to identify, propose and carry out an efficient plan to settle the issue, while protecting Patheon interests and image. Facilitates regular and ad hoc teleconferences and Business Review meetings. Ensures client and Patheon are operating in compliance with MSA (Manufacturing Supply Agreement).
Quotations and Supply Agreements: Understands quotations process. Prepares and submits commercial services proposals to customers. Represents DPS site interests in negotiations of technology transfer and manufacturing supply agreements. Coordinates the generation of quality agreements and assesses their commercial impact. Completes commercial assessments and generates and negotiates quotations for technical changes and in response to customer requests for additional services.
New Business Development: Leverages relationship with existing customers to identify opportunities. Partners with Sales to identify, assess and implement new business opportunities related to existing clients. Facilitates effective internal communication of new project requirements, organizes and manages customer site visits, and promotes Patheon and site capabilities.
Technical Excellence: Oversees technology transfer projects to ensure 100% on-time launches. Participates in Technology Transfer project team responsible for commercial aspects of the business. Works closely with project managers to assume control of tech transfer projects upon validation. Assesses ongoing business and provides technical solutions to the client to address process robustness or business challenges. Contributes to the identification and implementation of new initiatives with tools within Lean and Six Sigma, Operational Excellence methods. Participates in projects including representing Business Management as a member of process improvement and capital project teams. Assumes ownership of site projects relating to the customer (e.g. purchasing or pricing initiatives, task forces) and follows through to completion.
Financial and Forecast Management: Ensures client’s forecasts are represented accurately in S&OP process and are posted into 3-year planning model. Assists in development of annual commercial revenue budget. Seeks to understand changes, risks and opportunities to demand forecasts by exploring marketplace and gathering business intelligence to create Demand and Business Plans. Verifies congruency vs contractual commitments in forecasts. Requests and implements pricing updates including annual pricing reviews, technical changes, etc. in compliance with MSA terms. Works with Finance to escalate collection of overdue invoices, resolves root issues, and in general understands client’s financial processes. Understands and implements the key milestones identified in the client contracts including pricing, payment terms, term of contract, yield reconciliation, etc. Maintains and tracks monthly revenue forecasting from project activities and supplementary services. Ensures all projects achieve appropriate profit margins, through the request, analysis and recommendation of existing and new project pricing and proposal strategies for commercial projects for the site. Works closely with assigned accounts with the goal to improve forecast accuracy of client portfolio.
GMP & Health & Safety: Ensures cGMP is applied in work area and complies with cGMP in all areas of the business. Understands emergency procedures and safe systems of work. Complies with all EH & S requirements. Observes safety behavior in the working environment.