Client Service Director

Client Service Director

Requirements

• Extensive experience working within the medical communications industry
• Proven ability to work across different therapy areas and project deliverables in a client-facing role. Leading and actioning projects within a fast-paced agency environment
• Experience driving organic growth on accounts and has been involved in new business
• Excellent understanding of the pharma and competitor landscape
• Extensive experience and knowledge within the medical communications industry
• Experience collaborating with different departments such as Scientific Services, Creative, Digital, etc.

Responsibilities

• Ability to manage relationships with clients to ensure they are satisfied with services provided. They can forward plan, knowing exactly when something needs to be changed/actioned
• Extensive experience working across a range of therapeutic areas, clients, and medical education tactics
• Provides onsite support for initiatives such as advisory boards, symposia, workshops, etc.
• Ability to apply a high level of scientific and commercial expertise gained through extensive knowledge and experience in the industry to function as a true client partner
• Provides strategic and operational direction to account teams
• Acts as a strategic and trusted partner as well as pushing and challenging our clients’ thinking
• Works in partnership with the scientific lead on accounts to develop and review client strategy and tactics and formulate a plan for agency execution
• Anticipates client needs and objectives with very minimal guidance
• Provides support to the account team on client discussions where appropriate. Is an escalation point for the team and helps to address and resolve client concerns related to account performance
• Implements and maintains quality standards, cost-efficiency, and best working practices alongside senior account team members
• Ability to identify potential client concerns and facilitate proactive intervention steps
• Effectively drives projects and delegates tasks to the team as appropriate. Leads by example and is always happy to have a hands-on approach to support their team
• Portfolio lead for strategic discussions and routine client/agency reviews, driving strategic and tactical organic growth
• Drives alignment across client teams, ensuring the highest standards are met and providing internal leadership of accounts and teams
• Holds regular team meetings to ensure that everyone is up to date, clear on actions, and can ask any questions
• Collaborates with the scientific team lead to ensure optimum level of resources to service account needs and pre-empt any resourcing challenges
• Is accountable in driving actions forward and is solution-focused to achieving company goals
• Reviews content and provide sign off on work, partnering with the scientific team leads
• Overall responsibility for account financials and business unit KPIs
• Works closely with the VP, Client Services to set realistic revenue targets and ensure that BOLDs overall revenue target is achieved
• Responsible for account and business unit forecasting, working closely with the scientific lead to ensure all financials are accurate
• Consistently meets billability targets and ensures the same from line reports and wider team members
• Completes timesheets accurately on time and ensures the same from line reports and wider team members
• Maintains strong relationships with senior clients and procurement teams and supports with MSA negotiations
• Supports team in financial conversations with the client, including overall yearly budgeting, timely out-of-scope recovery, and billings
• Identifies and drives new business opportunities across new and existing clients
• Identifies opportunities for business growth, actively driving new business opportunities and leading in pitches
• Responsible for keeping abreast with key events and innovations in the industry
• Manages resourcing needs across the team in conjunction with the VPs
• Manages and inputs into the career development of direct reports and their teams, closely reviewing goals and objectives
• Line manages multiple team members of varying levels, providing constructive and actionable feedback to team members
• Coaches and mentors others across the agency with the ability to adapt to get the best out of the BOLD team
• Forms excellent senior-level relationships and is a trusted partner to the Business Unit founder. Taking an active role in the senior client service leadership team

Preferred Qualifications

No preferred qualifications provided.