Director, Account Management (Non-Sales)

Aptitude Health is a company focused on providing exceptional client services in the medical communications field. The Director, Account Management is responsible for leading the Account Services team, ensuring high-quality service delivery and strategic oversight across client accounts.

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
• Manage and train 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 tactics and addressing feedback or issues with junior team
• Joins regularly scheduled client team calls and meetings, as needed, and serves as oversight to ensure a high level of customer service
• Vision and determination to identify and execute opportunities for organic business growth. Participate in new business preparation/pitches as requested
• Conveys client’s challenges and perspectives to project team members
• Partners with Business Development team members on the review of statements of work (SOW) and budgets
• Ensure 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 and identify opportunities to continuously improve efficiency
• Ensures that updated SOPs, processes and guidance is properly rolled out to Account Services team and training is provided
• Support overall client project delivery, including quality of delivery and on-time delivery of projects and activities
• Ensure projects keep moving or blocking issues are identified in advance and communicated widely to relevant stakeholders
• Responsible for the team’s regular burn reports and interim/end-project financial reconciliations for all accounts, as well as oversees client communication
• Oversees and trains the account services team on fiscal responsibility, manages Scope of Work changes that arise in the project, and manages overall project margins
• Analyzes business results to ensure strategies are working and client objectives are being realized
• Available for occasional teleconferences outside of usual working hours, to help ensure company-level global coverage of client needs

Requirements:

• Bachelor's 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, 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)
• Be 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 very fast-paced environment
• Verification of employment history, professional references, and education or training
• Eligible Candidates must live in the US and be able to work in the US