Sr Client Services Director, Medical

3 weeks ago

Boston, United States IQVIA Full time

Sr Client Services Director

The Senior Client Services Director is responsible for optimizing the customer relationship with specific Simpson Healthcare clients and facilitates the relationships between the many internal and external departments associated with a project. Primary responsibilities include management of projects and client accounts, client relations, and brand management.

Essential Duties & Responsibilities

Project Management
  • Responsible for overall management of complex, highly visible projects on specific accounts including coordination of digital and interactive content, working with content experts to validate scientific accuracy, project goals, and timelines.
  • Develop creative concepts, prepare, and deliver client presentations in a manner that effectively showcases the featured content as directed by client, internal departments, and Key Opinion Leaders (KOLs).
  • Drive long-term planning of assigned accounts including timelines, quality assurance, SOP creation and adherence, and budget monitoring.
  • Supervise and train junior staff members, as applicable, by creating a positive work environment, fostering a team approach, manage training and development, and oversee project progress.
  • Collaborate with internal project team members and departments including Scientific Services, Interactive, and Marketing to ensure client expectations are being met.
  • Monitor projects to guarantee adherence and pull-through of client strategy.
  • Synthesize client feedback for implementation by project team members.
  • Track and report on all opportunities, key milestones, support requirements, etc.
  • Manage and attend relevant internal meetings, as assigned.
  • Contribute to enhanced customer service through timeliness and quality of communications and deliverables, including thorough hand-offs to internal project teams.
  • Develop and maintain working knowledge of managed products and disease areas.
  • Develop and assist with preparation of client pitches, presentations, and metrics.
  • Manage faculty recruitment, engagement, and relationships on behalf of clients.
  • Direct Account Team to meet timelines, deliver high quality items, and provide solutions to problems presented by internal team and client.
  • Participate in internal brainstorms, key client strategy and planning sessions, and Simpson Healthcare strategy/planning sessions.
  • Develop and adhere to SOPs and systems and identify areas for improvement within the company and account team.
Client Relations and Management
  • Manage the client relationship, setting clear expectations around deliverables and project plans.
  • Maintain regular contact with client to ensure expectations are met.
  • Plan, schedule, organize team members, and prepare client update agendas and summaries to facilitate and lead client update meetings.
  • Synthesize client feedback for implementation by project team members.
  • Collaborate with internal project team members and departments including Scientific Services, Interactive, and Marketing to ensure client expectations are being met.
  • Track and report on all opportunities, key milestones, support requirements, etc.
  • Play key role in new business development including brainstorming client solutions, pitching new business, supporting pitch presentation development, and organizing client kickoff meetings.
Brand Management
  • Establish meaningful, professional relationships with various client stakeholders, including gaining understanding of their individual roles, communication preferences, personal motivators, and the desired outcomes for the brand and for the team.
  • Ensure Simpson’s brand is properly represented and promoted throughout client interactions, communications, and deliverables.
  • Promote and deliver service levels which are sustainable and allow for efficient delivery of a quality product.
  • Provide data, decisions, and delivery of services in support of client, project, and community success.

Knowledge, Skills, and Abilities:

  • Minimum 5-8 years’ experience in medical communications, healthcare marketing, or scientific agency.
  • Bachelor’s degree required, preferably with emphasis in Marketing, Business, or Science. Master’s degree preferred.
  • Strong communicator both in written and verbal forms with a proven ability to effectively establish and nurture client and internal relationships.
  • Demonstrated project management ability.
  • Strong organization and time management skills.
  • Ability to leverage internal and external relationships to the benefit of the project, client, and Simpson.
  • Proven success communicating with and presenting to key opinion leaders, mid- to C-level executives and other decision makers.
  • Must be efficient and skilled at using Microsoft Office (Excel, PowerPoint, Outlook, etc).
  • An efficient and persuasive speaker and writer who can communicate effectively to a wide range of audiences.
  • Great team player with a strong drive and willingness to take initiative.
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