Specialist - Customer Support & Project Management

Purpose 

The Specialist, Customer Support & Project Management , ensures the seamless execution of project activities and analytics throughout the study lifecycle — from initiation to closeout. With a strong expertise and focus on project setup, deliverable oversight, and budget management, the Specialist safeguards compliance with customer requirements, internal quality standards, and financial commitments. By understanding contract frameworks and applying negotiation skills, the Specialist contributes to successful study outcomes while strengthening customer partnerships. The Specialist role provides an advanced platform in the project management career track, emphasising financial involvement and customer-facing expertise. Successful Specialists are well-positioned to grow into Expert or Regional Team Leader roles, expanding their influence in global project strategy, cross-regional oversight, and leadership of high-impact initiatives.

Responsibilities 

·        Act as per relevant SOPs, WIs, guidelines, and workflows (related to project management, import-export, etc), and for the best interest of the client and the project;

·        Meticulously maintaining the highest operational standards and a customer-oriented approach

·        Oversee and suggest improvements for all project management aspects, making sure these are completed on time and according to client, project and regulatory requirements

·        Act to enhance and develop the Oximio global services and reporting, sharing expertise when tailoring services together with the sales representative  

·        Provide consultative guidelines on study set-up and during the project life span, building project scope incorporating goals according to client requirements and local legislation.

·        Plan the project, its needs, a service structure, budget and project instructions

·        Approve project-specific document templates.

·        Oversee procurement activities within assigned projects, including placing orders with the Procurement team, ensuring timely purchases, and coordinating price offer approvals with the client. 

·        Prepare amendments to SOW for the active projects.  

·        Contributing to QMS documents creation and development.

·        Maintain the project documentation, and is accountable for its retention.

·        Communicate relevant information about the project activities and reporting, as well as internal and external communication on project matters through established software in the Company.

·        Risk assessment and mitigation of the project.

·        Accountable for project-specific logistics setup and PDN contract management tasks

·        Acting as a regional expert for the assigned project planning and execution, including tailored solutions. Participation in team initiatives (e.g., knowledge sharing, process improvement).

Qualification and Experience 

Qualification 

·        Higher education (Master’s, Specialist’s, Bachelor’s degree) or equivalent in a relevant field such as business administration, project management, Foreign trade or Logistics

·        Customer support services certification is preferred

·        Completion of Internal Exams on GxP, supply chain, and ERP systems (Oximio Certificate)

Experience 

3 years of relevant experience in project management and/or logistics in a similar-level role (pharmaceutical experience desirable). Knowledge and experience in a global, multi-site, multi-cultural organisation is desirable.

Skills, Knowledge, and Special Qualities 

·        Advanced project management and coordination skills, including oversight of complex deliverables.

·        Strong financial literacy: budget planning, monitoring, forecasting, and negotiation.

·        Excellent communication and presentation skills for both internal and external stakeholders.

·        Skilled in analytics, reporting, and use of project management systems.

·        In-depth understanding of Customer Support & Project Management , regulatory requirements, and GxP.

·        Proficiency in customer contract structures, budget methodologies, and financial controls.

·        Knowledge of vendor and stakeholder management within global clinical trial logistics.

·        Strategic thinker with ability to balance operational detail and broader project goals.

·        Confident negotiator, able to align customer needs with organisational standards.

·        High accountability and ownership of outcomes, with resilience under pressure.

·        Strong interpersonal skills, building trust with customers and internal teams alike.

·        Has good commercial acumen

·        Has in-depth knowledge of the Oximio Service Portfolio and process flows.

·        Responsiveness to requests (e.g., acknowledgement and resolution within agreed timeframe). Efficient and timely communication, according to the CX Software metrics.

·        Budget ownership: Accuracy of budget creation and revisions, with minimal deviations from agreed financial commitments.

·        Timeliness: project milestones and deliverables completed on schedule.

·        Compliance: Adherence to customer and QMS requirements, with no major findings in audits or inspections.

·        Financial acumen: Effective handling of scope changes and contract terms with accurate financial adjustments.

·        Customer relationship: Positive customer feedback on communication, responsiveness, and issue resolution.

·        Negotiation outcomes: Successful implementation of contract terms and favorable resolution of scope/budget discussions.