Relationship Manager

The Relationship Manager is responsible for building strong relationship with our clients to answer their needs and manage certification project team (Project coordinators, Project handlers, experts, and certification body reviewers) for quality and timely delivery of our services to positively enhance customer experience. The Relationship Manager is accountable and ensures the proper execution of all phases of the certification process from Application to Certification.

The manager will be supporting multiple customers, various projects for each customer and support projects related to process improvement as necessary. The Manager is responsible for customer-related topics.

Some domestic travel may be needed.

Responsibilities

The duties of the Relationship manager include but is not limited to:

• Represent TÜV SÜD toward assigned customers
• Represent assigned customers toward TÜV SÜD
• Lead the Project Management with the collective and collaborative internal teams.
• Accountable for all phases of the certification process from application to certification.
• Central interface between all stakeholders involved in a certification project.

The responsibilities of the Relationship manager include but is not limited to:

• Set up transparent and effective communication framework with the customer
• Planning all phases of service projects including determination of competencies and capacities.
• Oversee the Certification projects, follow up activities and handling issues as they are escalated.
• Timely completion of certification projects
• Oversee the internal system tools to ensure information contained therein remains current
• Strive towards a harmonized customer experience
• Deploys key actions / global solutions in coordination with management / Global Focus Teams
• Evaluate the performance and provide feedback of the project team/team’s individual
• Provide feedback to the responsible Expertise Manager
• A good team spirit in collaborating effectively with colleagues
• Ensure policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.
• Monitors, analyzes, and reports client base status (health) and trends monthly, quarterly, and annually
• Support growth of designated customers:  Identify new business opportunities within accounts and coordinate with Sales and Marketing to promote the full range of TÜV SÜD America products and services
• Take ownership of customer needs and feedback including complaints
• Provides technical assistance as needed and upon request to all parties involved in the certification process, including Business Development & Marketing Departments​
• Effectively perform all duties to support organizational Goals/KPI’s in association with certification services, other grown services, customer satisfaction; track KPI performances regularly, identify improvement actions necessary for meeting all performance metrics, report semi-annually on division KPIs.
• Keep abreast of present and future applicable Auditing Planning requirements, procedures, technology and TÜV service capabilities through internal training sessions, external seminars, and reading of technical articles as applicable.

Additional Responsibilities

• Support the Company’s vision and mission statement.
• Adhere to all Company policies and procedures as outlined in the various Corporate Policies and the Employee Handbook.
• All employees are responsible for general cooperation and support of all Company locations.
• All employees are expected to work in a manner that supports a safe and healthy work environment for themselves and others. This includes following established rules, policies, and practices of environmental, health and safety in the workplace. 

Qualification

Education and Experience

• Bachelor’s degree in technical related field (Engineering, Bioengineering, Biomedical Sciences, …)

Preferred Qualifications:

• Master’s degree in a technical/scientific field – preferably medical devices / IVDs
• 4+ years of medical devices industry experience

Required Experience

• Project Management experience obtained through advanced education and work experience
• Managing large projects or processes with limited oversight from manager.  Coaching, reviewing and delegating work to other professionals.

Preferred Experience:

• 7+ years of experience in regulatory affairs, product development, research & development, clinical research
• Experience with CE marking, Medical Device Directive, Medical Device Regulation, ISO 13485, and MDSAP certification
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or business community.
• Demonstrated ability or previous experience as a team leader or supervisor, preferred.
• Appropriate knowledge and experience of risk management and related medical device standards and guidance documents

Specific Skills, Knowledge and Abilities: 

• Proficient in project management. Demonstrates and encourages collective responsibility in teams.
• Able to influence through communication-based on logic and reason and to respond constructively to the needs of others. Able to negotiate effectively. Able to command respect at all levels and cultural interfaces.
• Clear, precise, and well-organized and pragmatic
• Problem solving / analysis
• Strong reliability and accountability
• Able to work independently
• Ability to prioritize and manage multiple priorities effectively,
• Flexibility/adaptability: Ability to actively manage ongoing change. Able to adopt means of communication and interaction with people from different cultures
• Learning Agility: Ability to learn from experience and suggest changes to improve TUV SUD services.

Additional information

Equal Opportunity Employer – Disability and Veteran

TÜV SÜD America, Inc. is an equal opportunity, affirmative action employer and considers qualified applicants for employment without regard to race, color, creed, religion, ancestry, marital status, genetics, national origin, sex, sexual orientation, gender identity and expression, age, physical or mental disability, veteran status and those laws, directives, and regulations of Federal, State, and Local governing bodies or agencies. We participate in the E-Verify Employment Verification Program.

For more information on applicable equal employment regulations, please refer to the following: Labor Law Posters