Senior Client Relationship Manager

ICON Plc; Reading; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading healthcare organization is seeking a Senior Client Relationship Manager to enhance partnerships with internal stakeholders in clinical and regulatory departments. This role requires advanced degree and over 10 years of localization experience, focusing on managing key client relationships and driving service excellence. Competitive salary and benefits are offered, including health insurance and retirement planning.

Benefits

Various annual leave entitlements

Health insurance offerings

Competitive retirement planning

Global Employee Assistance Programme

Qualifications

• 10+ years of experience in localization, including client-facing roles.
• Proven ability to manage strategic client relationships.
• Strong understanding of clinical trial workflows.

Responsibilities

• Manage relationships with key internal clients across departments.
• Act as liaison between internal teams and Language Services.
• Monitor performance against client KPIs and SLAs.

Skills

Client relationship management

Localization expertise

Communication skills

Cross-functional collaboration

Education

Advanced degree in linguistics or business management

Tools

CAT tools

TMS platforms

Job description

Senior Client Relationship Manager

ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development

We are currently seeking a Senior Client Relationship Manager to join our diverse and dynamic team. As a Senior Client Relationship Manager at ICON Language Services, you will play a vital role in strengthening partnerships with internal stakeholders across our Clinical and Regulatory departments, ensuring their language services needs are met with excellence, strategic insight, and operational alignment.

In this highly collaborative role, you will lead internal client engagement efforts, oversee performance against KPIs and SLAs, and drive continuous improvement by working closely with our language services operations, quality, and commercial teams.

What You Will Be Doing:

• Managing and growing relationships with key internal clients across ICON’s clinical, regulatory, and scientific departments.

• Acting as the primary liaison between internal CRO teams and the Language Services department to ensure alignment, quality delivery, and satisfaction.

• Monitoring performance against client KPIs and SLAs, addressing risks, and collaborating with operational teams to ensure excellence in service delivery.

• Identifying opportunities to expand Language Services support across therapeutic areas, studies, or business units.

• Contributing to client strategy by providing proactive insights, sharing feedback with internal teams, and aligning language services with broader clinical goals.

• Representing the Language Services department in client-facing reviews, governance forums, and strategic discussions.

Your Profile:

• Advanced degree in linguistics, business management, or a related field.

• 10+ years of experience in localization, including client-facing or strategic account roles.

• Proven ability to manage strategic client relationships and influence cross-functional teams to deliver value-driven solutions.

• Strong understanding of clinical trial workflows and the role of language services in regulatory, patient-facing, and scientific documentation.

• Excellent communication and interpersonal skills, with the ability to build trust, address challenges constructively, and drive collaboration.

• Strong expertise with localization technologies (e.g., CAT tools, TMS platforms) and quality frameworks (e.g., ISO 17100)

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What ICON can offer you:

Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements

• A range of health insurance offerings to suit you and your family’s needs.

• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.

• Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family’s well-being.

• Life assurance

• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others.

Visit our careers site to read more about the benefits ICON offers.

At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here.

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please click here to apply