Job Description

The Operations Key Account Manager (OKAM) serves as the primary operational contact for key clients, ensuring high-quality service delivery, client satisfaction, and long-term partnership success. This role supports clinical trial logistics, cold chain solutions, and study operations while driving continuous improvement.

Key Responsibilities

• Manage and grow strategic client accounts

• Act as main point of contact for operational needs and escalations

• Monitor performance against SLAs/KPIs and deliver client reports

• Collaborate with cross-functional teams (Operations, PM, Quality, Study Setup)

• Support clinical study setup, execution, and lifecycle tracking

• Identify risks, resolve issues, and drive process improvement

Qualifications

• 3–6+ years in account management, operations, or clinical logistics

• Experience in pharma, clinical trials, or supply chain preferred

• Strong communication skills ( English & Spanish required)

• Highly organized, analytical, and client-focused

Technical Skills

• Microsoft Office (Excel, PowerPoint)

• Experience with KPIs, reporting, and project tracking

Additional Info

• Fast-paced, client-facing role

• Occasional travel required