Director, Account Management
As a leader of the Account Services team, the Director, Account Management provides oversight across our portfolio of client accounts, guiding the team to ensure exceptional customer service and account management. The Director is solution-oriented, proactively identifies needs and issues for the business, and can implement solutions and creative strategies to produce superior results for our clients. The Director, Account Management has a track record of overseeing a high annual volume of client accounts and will provide strategic guidance and oversight of all direct and indirect reports, facilitating flawless client service.
Job Summary
As a leader of the Account Services team, the Director, Account Management provides oversight across our portfolio of client accounts, guiding the team to ensure exceptional customer service and account management. The Director is solution-oriented, proactively identifies needs and issues for the business, and can implement solutions and creative strategies to produce superior results for our clients. The Director, Account Management has a track record of overseeing a high annual volume of client accounts and will provide strategic guidance and oversight of all direct and indirect reports, facilitating flawless client service.
Job Duties and Responsibilities
- Oversees a team of account services professionals and provides stewardship and strategic direction for all account-related activities
- Builds strong client relationships and maintains regular and effective communications with key stakeholders across multiple accounts
- Manage and train direct and indirect reports, fostering a collaborative environment and identifying training opportunities Provides strategic counsel to clients and manages expectations, proactively providing project strategies, and tactics and addressing feedback or issues with junior team
- Joins regularly scheduled client team calls and meetings, as needed, and serves as oversight to ensure a high level of customer service
- Vision and determination to identify and execute on opportunities for organic business growth. Participate in new business preparation/pitches as requested
- Conveys client’s challenges and perspectives to project team members
- Partners with Business Development team members on the review of statements of work (SOW) and budgets
- Ensure governance as it relates to managing, documenting, and reporting on project activities; trains the internal team on client processes and legal/medical review requirements as needed
- Oversees, develops SOPs, and streamlines internal processes and identify opportunities to continuously improve efficiency
- Ensures that updated SOPs, processes and guidance is properly rolled out to Account Services team and training is provided
- Support overall client project delivery, including quality of delivery and on-time delivery of projects and activities
- Ensure projects keep moving or blocking issues are identified in advance and communicated widely to relevant stakeholders
- Responsible for the team’s regular burn reports and interim/end-project financial reconciliations for all accounts, as well as oversees client communication
- Oversees and trains the account services team on fiscal responsibility, manages Scope of Work changes that arise in the project, and manages overall project margins
- Analyzes business results to ensure strategies are working and client objectives are being realized
- Available for occasional teleconferences outside of usual working hours, to help ensure company-level global coverage of client needs
The above job description in no way states or implies these duties are the only duties performed by this employee. The incumbent is expected to perform other related duties necessary for the effective operation of the department and company.
The Company reserves the right to change or alter any of the above duties and responsibilities according to the operational needs of the department and Company.
Education, Experience, and Skills
- Bachelor’s degree or work-related equivalent required
- 12+ years medical communications client services experience, including experience managing employees and leading a team of direct and indirect reports
- Demonstrated account management experience overseeing a fast-paced, high-volume portfolio of medical communications work
- Demonstrated client services management experience for pharmaceutical meetings/events including congresses, symposia, speaker trainings, advisory boards
- Experience with internal and external stakeholder management
- Experience in delivery of digital solutions and project management software
- Highly efficient in the use of Office 365 (Excel, Word, and PowerPoint)
Key Competencies
- Be highly organized and able to track multiple operational needs
- Strong communication, writing, and interpersonal skills
- Demonstrated excellent decision-making, critical thinking, and problem-solving capability in a very fast-paced environment
Conditions of Employment:
Verification of employment history, professional references, and education or training.
Working Conditions and Physical Effort:
- Work is normally performed in a typical interior/office work environment
- Travel of 15-20% may be required based on business needs (domestically and internationally) and attend virtual programs outside of working hours as needed.
Aptitude Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
