Nicola Forrester

Fully dedicated to large pharma customer for the last 6 years with a portfolio target of 300M + in new business.

• Improved operational efficiency by standardizing account management processes.
• Negotiated contracts with clients, including complex concessions discussions.
• Input and reviewed bespoke client proposals, leading to increased strike rate.
• Lead discussions around bespoke partnership model to create operational efficiencies.
• Supported revenue and sales targets and exceeded target 3 years running.
• Collaborated cross-functionally within the organisation for efficient project execution.
• Minimised risk by implementing effective account retention strategies.
• Delivered high-quality presentations to stakeholders for better decision-making processes.
• Proactively addressed client concerns, enhancing overall customer experience.
• Liaised between clients and sales executives to resolve account management issues.
• Led delivery across the global account and enterprise, working in large global team
• Trained teams on customer standards and expectations

Provided support to the account team for large pharma customer in relation to business related activities. These include; oversight of all RFPs and contracting items, negotiation of rates and Master Services Agreements, training on business related items to all staff, resource planning and involvement in strategic priorities to help grow the account within the clinical arena.

Key aspects of the role include; Oversight of current lab portfolio of work to large pharma customer, Identification of opportunities and support to grow the lab account, participation at governance meetings, KPI tracking and resource management.

Primary contact for sponsors throughout duration of the clinical trial. Coordinated project initiation in conjunction with Set-Up Management team and sponsor. Responsible for monitoring adherence to protocol requirements and protocol-specific timelines.

Responsible for assisting the Project Manager in co-ordination and management of studies within the project management department.
Performing monitoring on the Project Manager's behalf and deputizing for the Project Manager when necessary.

• Improved customer satisfaction by promptly addressing their concerns.
• Utilised CRM software efficiently for better record keeping.
• Adapted swiftly to changes in product offerings or system upgrades, ensuring uninterrupted service delivery.
• Ensured call centre efficiency with adept multitasking.