GULF COAST REGIONAL BLOOD CENTER

Location: 1400 La Concha in Houston, Texas 77054

Position Title: Client Services Manager 

Join our team of heroes!

The Client Services Manager plays a vital role in ensuring hospital and medical service partners receive exceptional service and optimize product usage to meet the needs of the community.

External to the organization, this position is responsible for client relationship management, service quality engagement, data analysis, and partnership optimization externally to the organization. The role involves in-person client interactions, quality reviews, product utilization management, and education initiatives while also working to improve operational efficiencies and reduce costs for hospital and medical service partners.

Within the organization, this person is a learner and networker, seeking to understand the services provided to our hospital partners and how to be partner with these leaders to maximize the use of services and understand how to triage customer problems ahead of time. This person should be comfortable representing the Voice of the Customer to teams internally to help create improvement and optimization opportunities.

JUST FOR YOU:

• Competitive compensation and benefits package.
• Texas Medical Center location with free parking.
• Work-life Balance:  Monday to Friday, 7-4pm or 8-5pm.
• Engaging and exciting opportunity to SAVE LIVES.

Tips to thrive in our culture:

• Embody our Core Values of Commitment, Integrity, and Respect
• Work to actively create experiences that inspire others to save lives, each and every day.
• Embrace doing it right, making connections, and creating desired experiences.
• Comply with all organizational policies and standards, including safety rules, and be willing to report actual and potential violations to the appropriate supervisor or manager.

In this role, you will:

Account Optimization & Sales

• Identify and develop new business opportunities within hospitals, medical centers, and emergency services.
• Drive revenue growth through proactive client engagement, upselling, and cross-selling of products and services.
• Create customized proposals and presentations to address client needs and demonstrate value.
• Negotiate service agreements, pricing structures, and product offerings to maximize partnership value.
• Develop and maintain a sales pipeline, tracking opportunities and conversion rates.
• Collaborate with marketing to develop targeted outreach strategies and promotional campaigns.
• Represent The Blood Center at industry events, conferences, and networking opportunities to establish new relationships and strengthen existing ones.

Client Relationship & Quality Management

• Conduct hospital and medical service partner visits, quarterly business reviews, and quality reviews to assess service effectiveness.
• Manage service-related issues, ensuring timely resolution and communication.
• Intake, track, and resolve client inquiries while ensuring follow-ups with internal teams.
• Ensure client interactions and account activity are logged, maintained, and updated in a timely manner via data systems (CRM).
• Organize Lab Week engagement, giveaways, and recognition events for hospital clients.

Operational & Data Analytics

• Collaborate closely with product management and lab services to know and understand the measures and their meaning.
• Work closely with these teams to analyze inventory usage trends, return rates, and service agreements to recommend cost-saving solutions for partners.
• Utilize quality metrics, dashboards, and reports to monitor and enhance service delivery.
• Collaborate with partners to establish and optimize par-level inventory, ensuring disaster readiness.
• Identify and investigate return trends, making necessary adjustments to agreements and fees.

Education & Stakeholder Engagement

• Lead Lunch & Learns, training sessions, and hospital education initiatives.
• Communicate key policy changes, regulatory updates, and operational adjustments to partner teams.
• Represent The Blood Center at industry events, community meetings, and recruitment outreach programs.
• Present The Blood Center’s products and services, identifying opportunities for upselling and expanded service partnerships.
• Motivate and train staff to support client engagement.

Industry Expertise & Collaboration

• Stay up to date on hospital transfusion services, blood bank operations, and EMS client needs.
• Collaborate with internal teams on technical discussions, lab requirements, and service improvements to bring new services to market and to maximize the use of existing services.
• Attend relevant service teams meetings to discuss and bring to light customer perspectives, challenges, and desires.
• Works closely with innovation leader to help bring new ways of doing things to the organization.
• Monitor industry trends, competitor activities, and partner needs to enhance service offerings.
• Complete additional duties as assigned.

We need someone who has:

• Bachelor’s degree from an accredited college or university preferred or equivalent combination of education and experience. 
• A minimum of five years of related experience in client relations, account management, and/or sales and marketing, preferably in the medical industry and hospital services.
• Prior medical laboratory experience preferably as a Clinical Laboratory Scientist, Medical Technologist or Medical Laboratory Scientist, ASCP certified.  
• Strong recordkeeping and data management skills required.
• Ability to multitask and have strong organizational skills.
• Excellent oral and written communication skills are required to successfully interact with employees, management, regulatory agencies, and the public.
• Highly adaptable, independent self-starter, and quick learner.
• Prior experience working in a CRM required.
• Computer Literate: Microsoft Office, Desktop Publishing.
• Ability to manage multiple projects and deadlines effectively.
• Strong interpersonal skills and the ability to work collaboratively with various stakeholders.
• Valid Texas Driver’s License and acceptable driving record.
• Utilize personal vehicle for market engagement. 
• Must meet the standards of The Blood Center’s Vehicle Safety Program.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to operate a computer and other office machinery and remain in a stationary position.  The employee must frequently lift and/or move up to 10 pounds.  Employees are required to be familiar with and abide by the team lift requirements as specified in the Safety Program.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Think you have what it takes to save lives with us? We want to hear from you!

EQUAL OPPORTUNITY EMPLOYER STATEMENT

The Blood Center is an Equal Employment Opportunity Employer. Qualified applicants for positions are considered without regard to race/ethnicity, color, religion, national origin, age, pregnancy, sex, sexual orientation, gender identity, transgender status, military status, protected veteran status, disability status, genetic testing results or any other basis or characteristic prohibited by applicable law, statute, regulation or Executive Order.