Key skills
CSaaSSalesforceAgileProject ManagementAccount Management
About this role
Description
Role Summary
As the Director, Account Management you will own and grow a portfolio of strategic biopharma accounts. You are the primary commercial owner — responsible for expanding client relationships, hitting Net Revenue Retention (NRR) targets, and driving measurable business outcomes for Vi. Your ability to keep complex, multi-stakeholder engagements on track is what turns pilots into long-term partnerships.
You will own POC conversion end-to-end — from sale through successful delivery — and build lasting executive relationships at the VP and C-suite level. Your commercial instincts, paired with a working fluency in how Vi’s platform is deployed, enable you to proactively identify growth opportunities, manage scope with discipline, and position Vi for expansion within every account.
Key Responsibilities
- Drive Client Success & Commercial Expansion – Own the end-to-end success of your accounts, ensuring every engagement delivers measurable client outcomes and creates a clear path to upsell and expansion. You are accountable for NRR and for closing the gap between what Vi sells and what clients experience.
- Project Management Excellence – Oversee the project lifecycle for enterprise accounts, managing timelines, resource allocation, and risk mitigation to ensure 100% on-time delivery of complex biopharma campaigns.
- Drive Revenue Through Delivery – Convert 95% of POCs by delivering against client objectives with precision. Secure upsells and cross-sells by identifying new commercial opportunities and deepening Vi’s footprint within strategic accounts.
- Executive Relationship Management – Build and maintain trusted relationships with VP and C-suite stakeholders across your accounts. You are the person clients want to call when something matters — and the person who shows up to those conversations with the business context, credibility, and commercial instincts to move things forward.
- Operational Partnership – Work hand-in-hand with the Client Performance (CP) and Product teams to ensure the "how" of the execution meets the "what" of the commercial contract.
- Enterprise Contract & Scope Management – Manage $500K+ ARR contracts with a focus on SOW accuracy and scope discipline — protecting profitability while maintaining client confidence and driving toward renewal and expansion.
- Scalable Delivery & Time-to-Value – Build and refine a delivery playbook for the biopharma vertical that shortens time-to-value for new clients and creates a repeatable model for scaling Vi’s commercial footprint across the portfolio.
- Data-Driven Delivery Reporting – Leverage performance data to build compelling narratives for senior stakeholders that demonstrate measurable ROI and surface new opportunities for account growth.
What We’re Looking For
- SaaS & Platform Delivery Experience – Proven track record of managing complex SaaS or platform deployments within the healthcare/biopharma space, with a commercial lens on client outcomes over technical deliverables.
- Project Management Mastery – Experience using PM methodologies (Agile, Waterfall, or Hybrid) to manage multi-stakeholder workstreams; PMP or similar certification is a plus.
- Strategic Omnichannel Knowledge – Deep understanding of how to integrate performance marketing tech with client-side CRMs (e.g., Salesforce, Veeva), call centers, and patient data platforms.
- Consultative Problem-Solving – Ability to troubleshoot technical roadblocks and provide "work-around" solutions that keep projects on track without compromising quality.
- Commercial Intelligence – You understand enough about how Vi’s platform works to hold credible conversations at all levels — from CMO to ops lead. You use that fluency to unlock commercial opportunities, not just solve delivery problems.
- Enterprise Commercial Acumen – Experience managing $500K+ ARR accounts where growth is driven by business outcomes, trusted relationships, and consistent delivery — not just technical milestones.
- Executive Presence & Business Fluency – Comfortable owning the room in C-suite and VP-level conversations. You lead with business impact, ask the right strategic questions, and position Vi as a long-term growth partner — not just a vendor delivering a scope of work.
- Startup DNA – You are comfortable building processes where none exist and can navigate the ambiguity of a rapidly scaling tech environment.