ACCOUNT SERVICES MANAGER

As a member of the account services team, the Account Services Manager is the main day-to-day contact for multiple client accounts, providing exceptional customer service and account management. The Account Services Manager is solution-oriented, always thinking about the client’s business, anticipating issues, and can integrate ideas & solutions and creative strategies while ensuring effective support to produce superior results. The Account Services Manager will also lead and execute projects for their own accounts to ensure consistency across all projects.

Reports to:

DIRECTOR ACCOUNT SERVICES

 

Revised: 9/30/21

 

Key Responsibilities

  • Day-to-day primary client contact on all account related activities
  • Managing long-term Aptitude Health projects than span 6-8 months per project
  • Oversight and management of survey/insights gathering within the Axess Network
  • Working closely with the Scientific Content Insights specialist, as well as the Digital Team for the deployment of Aptitude Health Insights gathering projects
  • Provides strategic counsel to clients and manages expectations, pro-actively providing project strategies and tactics as well as responding to client needs.
  • Partners with Business Development team members on the creation of statements of work (SOW) and budgets
  • Builds strong client relationships and maintains regular and effective communication with the client
  • Vision and determination to identify and develop new contract opportunities with existing clients
  • Conveys client’s challenges and perspectives to all project team members
  • Participate in new business preparation/pitches as requested
  • Leads regularly scheduled client team calls and meetings
  • Leads and executes projects for the allocated accounts
  • Act as a lead collaborator on projects with all departments to ensure project deliverables and properly manage expectations
  • Ownership of the process and structure for managing, documenting, and reporting on project activities
  • Work with multiple teams in the organization to accurately determine, assign, track and manage project plans to ensure deliverables are on-time and within budget
  • Own overall client project delivery, including quality of delivery and on-time delivery of projects and activities
  • Manage projects to align with the Scope of Work deliverables, managing changes that arise in the project, ensuring projects’ profitability
  • Partner with other departments to obtain HCP transfer of value reporting details and provide regular compliance updates as requested by the client compliance officers
  • Ownership of the approved project budget, project profitability, cross-functional alignment, budget performance, and the project team’s project-related hours approval
  • Lead internal approval process of client deliverables and presents final project results to the client with BD support
  • Continuously monitors project actuals versus submitted budget and SOW, and signals any deviations from plans
  • Responsible for the regular burn reports and interim/end-project financial reconciliations for assigned accounts, as well as oversees related client communication
  • Traffic deliverables for approval, providing clear, concise feedback summaries to internal teams
  • Coordinate services for live and virtual meetings and activities such as audio-visual, ARS, webcasting, F&B, and signage & materials printing based on contract deliverables
  • Partner with Project Operations manager to facilitate air travel, hotel accommodations and transportation for delegates and expert faculty when required
  • Manage flawless execution of all project events for own accounts
  • Support and manage flawless execution of colleague’s accounts as requested
  • Manage detailed digital project plans in alignment with internal processes
  • Oversees delivery of digital solutions for all types of projects
  • Ensure projects keep moving or blocking issues are identified in advance and communicated widely to relevant stakeholders
  • Ensures company systems and procedures are adhered to and/or improved to ensure client expectations are fulfilled
  • Comply with organizational requirements for protection and use of intellectual property
  • Available to travel on a limited basis when required (up to 15-20%)
  • Available for occasional teleconferences outside of usual working hours, to help ensure company-level global coverage of client needs

 

Experience

  • Experience as an account manager at a healthcare agency, 3+ years
  • Understanding of the HCP transfer of value reporting (Sunshine Act in US and EFPIA in EU)
  • Demonstrated project management experience for meetings / events including congresses,
  • Demonstrated experience in live event planning and management preferred
  • Excellent decision making, critical thinking and problem-solving capability in a very fast-paced environment.
  • Be highly organized and able to keep team members moving forward and on track
  • Strong client orientation and interpersonal skills
  • symposia, speaker trainings, advisory boards
  • Experience in delivery of digital solutions
  • Fluent in spreadsheets and project management software
  • Highly efficient in the use of Office 365

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