Account Director

About the role

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.

Responsibilities

• 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)
• 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
• A strong customer focus
• A servant leader

Qualifications

• Positive attitude and maintain a “Whatever it Takes” attitude

Skills

• Relationship Management
• Service Excellence & Strategic Guidance
• Team & Operational Management

Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retailer programs
• 1% charitable giving program

Pay

Base pay: $95,000 - $140,000

Schedule

Not specified