Client Account Management

What the Client Account Management unit does:

The Client Account Management unit is responsible for new business development, and manages new and existing non-PPM clients. Client Account Management entails taking a client-centric approach to nurturing client relationships by learning what clients’ goals are and helping them achieve their objectives. By gaining in-depth understanding of our customers’ business objectives and the market context, we are able to offer solutions that not only address customers’ short-term business needs, but anticipate their future business needs and support them in achieving their medium and long-term business objectives.

Key activities include:

• Develop and execute account plans
• Measure and report our performance
• Develop enterprise-level relationships
• Keep the competition at bay
• Grow existing accounts
• Build mutually beneficial relationships with key clients
• Customer Satisfaction and Loyalty Survey
• Innovate, develop and deliver new products that meet customers’ changing business needs
• Support PFSCM efforts of building a client-centric organization by developing and implementing training programs in customer service and communication.

The unit is responsible for complete account management of the following clients:

• The Malawi Ministry of Health
• CONAVIHSIDA from the Dominican Republic
• Gilead – Determined, Resilient, Empowered, AIDS-free, mentored and Safe Women
• Janssen – New Horizons
• Save the Children Myanmar
• Bill & Melinda Gates Foundation 
• Ethiopian Pharmaceuticals Supply Agency  (EPSA)
• Ethiopian Food & Drug Administration (EFDA)

Client Account Management resources can be found here:

• Salesforce
• Customer Satisfaction Survey
• Client Welcome Kit

Client Account Management SOPs, WIs, and Policies can be found here:

• PFSCM QMS Portal

Contact details:

Central email account: pfscm-cam@nl.pfscm.org​