Job Details

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 thebusiness, 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

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.

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.
• Manages and trains 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 addressing feedback or issues with junior team members.
• Joins regularly scheduled client team calls and meetings, as needed, ensuring a high level of customer service.
• Identifies and executes on opportunities for organic business growth and participates in new business preparation/pitches as requested.
• Conveys client challenges and perspectives to project team members.
• Partners with Business Development team members on the review of statements of work (SOW) and budgets.
• Ensures 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 to continuously improve efficiency.
• Ensures that updated SOPs, processes, and guidance are properly rolled out to Account Services team and training is provided.
• Supports overall client project delivery, ensuring quality and on-time delivery of projects and activities.
• Ensures projects keep moving or blocking issues are identified in advance and communicated to relevant stakeholders.
• Responsible for the teams regular burn reports and interim/end-project financial reconciliations for all accounts.
• Oversees and trains the account services team on fiscal responsibility, managing Scope of Work changes that arise in the project, and managing overall project margins.
• Analyzes business results to ensure strategies are effective and client objectives are realized.
• Available for occasional teleconferences outside of usual working hours to ensure global coverage of client needs.

The above job description does not state or imply 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

• Bachelors 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, and 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).
• 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 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 attendance at 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.