Account (Client Service) Director

About the role

The Client Service Director is responsible for managing and developing existing medical communication client accounts, client portfolios, and therapeutic areas to their full potential, achieving the forecast for their accounts, and identifying and securing new business opportunities. The role requires a developed strategic and analytical mindset as well as broad, in-depth market, client and category experience across a variety of therapeutic areas.

Responsibilities

• Build and maintain strong client relationships and oversee and manage the account team to ensure high-quality and timely deliverables.
• Support team members while leading collaboration on the development of project proposals and budgets.
• Support business development and grow existing accounts.
• In close partnership with Citrus leadership, foster a collaborative team environment in pursuit of producing high quality and innovative solutions to client needs.
• Maintain and implement developing industry best practices.
• Leverage a strong understanding of revenue generation and business metrics to contribute actively to Citrus profitability.
• Account Services: Leading all aspects of account management, Lead and support strategic publication and medical communication planning initiatives, Continuously offer strategic and innovative ideas to support in achieving client and team objectives, Establish and support cross-functional teams to meet client needs, Develop, present, and sell high-quality deliverables, Ensure timely delivery of products and services to clients, Develop project proposals and budgets with internal teams, Review all major deliverables to ensure quality standards and ensure client expectations are met, Keep leadership informed of critical client and project updates and concerns, Facilitate communication between team members and clients as necessary to maintain strong relationships and effective account management.
• Client Management: Manage successful client relationships, Manage the financial aspects of client relationships including compliance to contracts, statements of work, purchase orders, invoices, forecasting, and reporting in partnership with the project manager, Prepare strategic and tactical plans for each client and individual project plans as needed, Attend and lead aspects of regular client status meetings, new project kick-offs, and debrief meetings; communicate key learnings to client and internal team, Regularly review projects reports and alert client of changes in scope and cost impact, Travel for client meetings and other events as needed.
• Team Leadership: Deliver effective management and support to team members, Lead the account team, providing support on client relationships and project deliverables to ensure efficiency and strong client return, Foster and develop collaboration between teams, Resolve conflicts and celebrate successes, Set clear team priorities and explain client/program goals, objectives, and strategies to define success, Be a positive force for enhancing organizational culture and strong internal communications, Foster collaboration between teams to ensure innovative solutions to client needs, Mentor, train, and coach team members to facilitate continued growth and development, Responsible for the management of 1-2 direct reports; including continuous performance feedback, collaborative goal setting, timely performance reviews, etc.
• External Communications: Communicate effectively with clients, Where appropriate and necessary, communicate with authors and/or clients concerning project support issues and changes, Actively participate in client presentations, selling, and communicating Citrus point of view and expertise, Regularly update all stakeholders on project status, Support project team in proactively anticipating, addressing, and responding to author/client requests, Take a leadership role in fostering team communications, Identify and nurture new business opportunities.

Qualifications

• Qualified applicants will have at least five (5) years of experience in the medical communications industry.
• Expert level knowledge regarding activities in medical publication accounts and medical communications tactics required.
• Demonstrated understanding of market dynamics, scientific information, clinical and preclinical data preferred.
• BS or BA degree in business, life sciences, communications or related discipline.
• Excellent time management and project management skills as demonstrated by management of very large and/or multiple projects at a given time, meeting deadlines and maintaining budgets.
• Ability to provide management direction and developmental support to direct reports; provide challenging and stretching assignments; delegate tasks to empower others; share ownership and visibility.
• Proficiency in Microsoft Suite; especially Microsoft PowerPoint, with the ability to produce well-designed and effective decks.
• Effective leadership skills with a strong focus on account services, strategic medical communications, and business processes.
• A well-defined sense of diplomacy, including negotiation, conflict resolution, and people management skills.
• Effective attention to detail and accuracy.
• Ability to identify key issues; creatively and strategically overcome challenges.
• High level of integrity, confidentiality and accountability.
• Expert verbal and written communication skills.
• Expert presentation and persuasion skills.
• Ability to travel as necessary (