Client Services Lead

Catalyx is seeking a Client Services Lead to join our team in Cork on a fixed term basis, providing maternity cover for approximately 16 month period including a handover period pre and post maternity cover.

Who We Are:

Catalyx is a machine vision and automation company that integrates technology and people to help global manufacturers and logistics companies achieve next-generation levels of quality and throughput. For over thirty years, the minds behind Catalyx have been at work maximizing operational processes across highly regulated industries by inventing new technology applications and supporting companies with technical experts. With 9 global offices, over 550 team members, and 3,000 projects under our belt (and counting), we have the capabilities and reach to solve unique process problems at scale – and the vision to keep doing what’s never been done before. For more information visit www.catalyx.ai.

The Role:

Catalyx is a trusted partner in delivering world-class lifecycle services to regulated and high-risk end markets. With a relentless commitment to innovation and excellence, we partner with life science and other highly regulated organisations, to empower them to enhance efficiency, and drive success.  As part of this commitment, we are continuously developing our on-site teams to support the advancement of customer operations.

The Client Services Lead plays a key role in ensuring Catalyx continues to build strong, long-term partnerships with our clients in the pharmaceutical and life sciences sector. The role is focused on understanding our clients’ evolving needs and ensuring that Catalyx continues to deliver value as those needs develop.  The successful candidate will need to understand each client's business, recognise where we can add further value and work with our Sales team to develop opportunities and grow existing accounts.

This is a highly relationship-focused role, suited to someone who enjoys working closely with both clients and people and who can balance excellent service with a strong commercial mindset. The successful candidate will be comfortable operating in a fast-paced client environment and will bring the judgement, credibility and initiative required to develop successful accounts over the long term.

This role is based from our Cork office and requires regular travel to customer sites predominantly in Cork and surrounding areas of Munster.

Responsibilities:       

• Act as the Client Services Lead for an assigned portfolio of pharmaceutical and life sciences clients, taking ownership of the overall client relationship and quality of service delivery.

• Build and maintain strong relationships with key client stakeholders, developing a clear understanding of their business, operational priorities and evolving resource and service requirements.

• Act as People Manager for assigned onsite team members, providing regular support, coaching, performance management and development, while promoting strong employee engagement and retention.

• Maintain regular engagement with onsite teams to ensure they understand client expectations, account objectives and their individual responsibilities.

• Monitor account performance against agreed SLAs, KPIs and service commitments, proactively identifying risks or issues and ensuring appropriate corrective actions are implemented.

• Conduct regular client service reviews, gathering feedback, assessing client satisfaction and identifying opportunities to continuously improve service delivery.

• Develop a strong understanding of each client account and proactively identify opportunities to expand existing services or introduce additional Catalyx capabilities.

• Own an agreed account growth/business development target, identifying and qualifying opportunities and partnering with the Sales team to develop and convert these opportunities.

• Work closely with Talent Acquisition and Resource Delivery to anticipate client resource requirements and support the effective recruitment, mobilisation and onboarding of new team members.

• Partner with Sales, Finance and Delivery/Operations to ensure effective account management, including forecasting, invoicing and resolution of commercial or operational issues.

• Maintain appropriate visibility of account performance, pipeline, risks and opportunities, providing regular updates to relevant internal stakeholders.

• Act as an escalation point for client and employee issues, ensuring concerns are addressed promptly and effectively.

• Support the development of long-term client partnerships, with a focus on client satisfaction, retention and sustainable account growth.

Skills and Experience:

• 5+ years relevant experience in Client Services, Account Management, Service Delivery, Business Development or Professional Services.

• Experience in pharmaceutical, life sciences or other regulated environments would be an advantage , however experience in other service led industries will be considered.

• Demonstrated experience of managing and developing client relationships, including working with senior client stakeholders and acting as a key point of contact for service delivery.

• Experience of managing or leading teams of onsite professionals/contractors, with a strong focus on employee engagement, performance, development and retention.

• Proven ability to manage service delivery against agreed SLAs and KPIs, identify delivery risks and work collaboratively with clients and internal teams to resolve issues.

• Strong commercial acumen, with experience identifying opportunities to grow existing accounts, develop additional services and contribute to revenue growth.

• Experience working collaboratively with Sales, Talent Acquisition/Recruitment, Operations and Finance to support successful account delivery.

• Strong understanding of the pharmaceutical/life sciences operating environment and the expectations associated with delivering services within regulated client organisations.

• Excellent relationship-building, communication, influencing and negotiation skills, with the ability to build credibility with both client stakeholders and internal teams.

• Strong organisational skills and the ability to manage multiple client accounts, priorities and stakeholders simultaneously.

• Comfortable working independently and taking ownership of client issues through to resolution.

• Full driving licence and willingness to travel regularly to customer sites.

Why Join Catalyx?

At Catalyx we understand that our people are our greatest asset. For this reason and many others, we take care of them. The team in Catalyx benefits from a Total Rewards package. This includes great personal benefits and professional growth opportunities.

Catalyx is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all individuals are valued, respected, and supported. We do not discriminate on the basis of race, colour, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We encourage applications from all qualified candidates, regardless of background, and strive to create a welcoming environment for everyone.

At Catalyx, we are committed to attracting the best global talent. We proudly support our international employees by offering assistance with Critical Skills Visa applications for eligible candidates.