Account Director

About the role

The Account Director oversees one or more customers and teams, ensuring the delivery of honest, reliable services with transparency and clarity. They act as a strategic partner, offering innovative solutions when technology alone may not meet a customer’s goals. They collaborate closely with internal teams to drive both customer and employee success.

Responsibilities

• Serve as the primary escalation point for customer stakeholders, ensuring swift issue resolution
• Develop and maintain strong, long-term customer relationships that foster trust, advocacy, and sustained business growth
• Participate in customer meetings (weekly, monthly, quarterly) to align on goals and objectives
• Identify and pursue new business opportunities with existing and potential customers
• Ensure teams successfully deliver on customer requests and objectives, including reporting, technology updates, and service execution
• Provide strategic guidance on industry best practices to enhance customer operations
• Maintain a deep understanding of life sciences, regulated environments, event planning, and speakers bureau operations to provide expert-level service
• Stay up to date with relevant industry regulations, such as OIG guidelines and the PhRMA Code, ensuring compliance and high-quality service delivery
• Continuously seek ways to improve processes and enhance the overall customer experience
• Build, mentor, and develop internal teams, fostering professional growth and high performance
• Manage staffing within budget constraints for various customer structures, collaborating with internal teams to ensure appropriate resourcing
• Oversee Statements of Work (SOWs) and ensure project scopes are effectively managed

Requirements

• B.S. or B.A. degree or equivalent experience
• 5+ years of customer service or account management or operations
• 3+ years of personnel development and leadership
• Prior experience within Life Sciences, Speakers Bureau, and Event Planning
• Strong analytical and problem-solving skills
• Professional and clear oral and written communication
• Demonstrate ability to work in a fast-paced environment, and/or multitask often to meet fluctuating customer/company priorities
• Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint)

Nice to Have

• Familiar with the Life Science industry
• Maintain current knowledge of appropriate regulations, e.g., OIG, PhRMA Code
• Fundamental knowledge of Veeva Commercial CRM Product Suite including but not limited to Veeva CRM, Veeva Vault, Events Management, and Engage
• Ability to work and thrive in a team atmosphere
• Positive attitude and maintain a “Whatever it Takes” attitude
• A strong customer focus
• A servant leader