Business Support
Customer Relationship Management Lead - U.S. Office Lab Plant
Address: Headquarters, 920 Winter St, Waltham, Massachusetts, 02451, United States of America
Job ID: R0255581
Location Type: Hybrid
- Overview
- Job Description
- Success Profile
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As a Clinic Manager at Fresenius Medical Care, you’ll manage the daily operations of our outpatient centers. More importantly, you’ll be the key driver in carrying out our mission: To deliver superior care that improves the quality of life of every patient, every day, setting the standard by which others in the health care industry are judged. This is accomplished by hiring, developing and inspiring a multi-disciplinary team, collaborating with physicians, tracking and delivering superior patient outcomes and monitoring regulatory and safety requirements. Strong management skills are required and prior direct patient care experience is needed for occasions when the team needs a helping hand.
Patient Care Technicians (PCTs) at Fresenius Medical Care support and collaborate with RNs to provide dialysis treatment to several patients at a time while maintaining the functionality of the clinic. This involves prepping and testing equipment, reviewing treatment sheets, and opening the clinic at 4am for first shift. PCTs have a combination of technical skills and genuine passion needed to develop deep relationships with patients and improve their quality of life. Qualified candidates have prior customer service, healthcare and direct patient care experience, and will have the opportunity to learn the discipline of dialysis.
Fresenius Medical Care nurses are on the front line of patient care, improving the quality of life of every patient, every day. That means providing dialysis care to 10-12 patients at any given time, and collaborating with our multi-disciplinary team to deliver a unique care plan to each one of them. This role is all about relationships and the bond you’ll create with patients and their families. Prior dialysis nursing experience is helpful, but many successful candidates come from a background in ICU, PCU and/or surgery.
Inpatient RNs at Fresenius Medical Care perform dialysis treatments on an acute patient population in a hospital setting, including ICU, ER, Rehab, and Med/Surg units. What makes this role truly unique is the level of autonomy you’ll enjoy. Inpatient nurses are specifically accountable for administering and assessing each patient’s treatment plan. And because dialysis is a critical treatment for many hospital procedures and health conditions, you’ll have the opportunity to work with a wide variety of patients. Ideal candidates possess leadership skills and independence needed to make quick decisions in a fast-paced environment. Must be capable of educating patients and providing exceptional customer service to our partners. Six months to one year of dialysis experience or some form of critical care nursing experience are also required.
Job Description
PURPOSE AND SCOPE:
The Customer Relationship Management Lead serves as the primary interface between the Global Real Estate & Corporate Security function and senior business stakeholders, including the Global Medical Office (GMO) and other corporate functions.
This role ensures strong alignment between business priorities and real estate, facilities, and security solutions across U.S. office, laboratory, and manufacturing environments. The leader drives stakeholder engagement, communication, and prioritization, enabling effective execution of high-impact projects and portfolio initiatives.
This role reports to the Head of US Office, Lab & Plant Real Estate & Corporate Security.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Executive Stakeholder Partnership
- Act as the primary point of contact for assigned executive stakeholders, including GMO and functional leadership teams.
- Build strong, trusted relationships to understand business priorities, growth plans, and operational needs.
- Translate business strategy into real estate, facilities, and security priorities.
- Provide proactive guidance on portfolio implications, risks, and opportunities.
Cross-Functional Collaboration & Integration
- Serve as a key collaborator across operations, marketing, project management, and executive leadership teams.
- Ensure alignment and coordination across Real Estate, Design & Construction, Facilities, and Corporate Security functions.
- Facilitate prioritization of projects based on business impact, timelines, and resource availability.
- Act as the central integrator to ensure seamless execution across functions.
Communication & Portfolio Visibility
- Keep stakeholders informed on priority and high-growth projects, including timelines, milestones, and time-to-market metrics.
- Provide clear, consistent communication on project status, including progress, delays, risks, and mitigation plans.
- Ensure transparency around portfolio priorities, capital investments, and delivery timelines.
- Develop executive-level communications, dashboards, and reporting to support decision-making.
Escalation Management & Issue Resolution
- Identify and escalate risks, delays, and issues requiring leadership attention.
- Coordinate cross-functional responses to resolve challenges and maintain project momentum.
- Ensure timely communication of escalation items, including impacts and recommended actions.
- Drive accountability across teams to meet commitments and timelines.
LEADERSHIP AND COLLABORATION:
- Act as a strategic advisor and advocate for both the business and Real Estate & Corporate Security function.
- Collaborate closely with Transactions, Design & Space Planning, Construction, Facilities Management, and Corporate Security leaders.
- Support executive forums, governance processes, and business reviews with clear, actionable insights.
- Foster a culture of transparency, responsiveness, and strong partnership.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Minimal domestic travel is expected for this position.
SUPERVISION:
- Manages a small team
EDUCATION AND REQUIRED CREDENTIALS:
- Bachelor’s degree; Advanced degree preferred
EXPERIENCE AND SKILLS:
- 10–12+ years of experience in business partnering, program management, real estate, or operations leadership
- Proven ability to influence and partner with senior executive stakeholders
- Experience in complex, multi-asset environments (offices, labs, manufacturing) preferred
- Strong understanding of project lifecycles and cross-functional execution
- Excellent communication skills, with the ability to translate complex information into executive-ready messaging
- Strong organizational and prioritization skills across multiple initiatives
- Ability to manage competing priorities in a fast-paced environment
- High level of business acumen and stakeholder focus
If your location allows for pay/benefit transparency, please click the link below to request further information on this position. Pay Transparency Request Form
Fresenius Medical Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, parental status, national origin, age, disability, military service, or other non-merit-based factors
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Leadership
Communicator
Compassionate
Problem-solver
Motivational
Good Listener
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Commpassionate Patient Care
Empathetic
Team Player
Detail Oriented
Efficient
Responsible
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Communicator
Compassionate
Detail Oriented
Relationship Expertise
Facilitator
Leadership
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Compassionate
Flexible
Independent
Quick-thinking
Patient
Responsible
“I successfully completed the RN program and went on to hold the position of Staff RN, Charge Nurse, and finally Clinical Manager.”
Rosalyn,
Clinical Manager
Clinical Manager
“Every day I walk in I am changing lives for the better and working to inspire my patients.”
Andrew,
Patient Care Technician
Patient Care Technician
“I am a member of an outstanding team that helps patients gain more control, achieve tangible goals, and live better lives.”
Tony,
Outpatient Services RN
Outpatient Services RN
“My goal is to make sure that our patients keep their mobility and quality of life. This goal is really personal for me. My own father always had really bad vasculature in his leg and never had access to the kind of care we offer — eventually he lost blood flow and mobility. Knowing what he went through makes me even more committed to our mission.”
Warren J.
Azura Regional Vice President
Azura Regional Vice President
We've got your back.
We fully believe that dedication and passion should be recognized and rewarded. That’s why we offer a competitive compensation and benefits package to all of our employees. Our benefits provide the flexibility, choice and support you need to be at your best as you play a vital part in helping patients live longer, better and healthier lives.
Healthcare
Continuing Education
Paid Time Off
Collaborative Environment
Additional Perks
401(k) Retirement Saving
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