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Director of Account Management

2 weeks ago

Everett, United States 2020 Onsite Full time

About the Company - 20/20 Onsite is a leading healthcare services company, focused on mobile and on-site delivery of eye care. Since 2014, our Mobile Vision Clinics have provided eye care to over 75,000 patients at their workplaces, schools and neighborhoods. In May 2020, we expanded our services to provide vital access to clinical trial assessments and tests, bringing uniquely equipped Mobile Clinics directly to participants. Our focus is “radical patient-centricity”, prioritizing the patient experience, minimizing time and distance barriers. By building relationships with pharmaceutical companies, CROs, and trial sites, we are driving the shift towards decentralized and hybrid clinical trials that put the patient at the heart of the clinical research process. Our delivery model and platform are proven to transform patient experience, reduce friction, increase convenience, and produce high levels of patient engagement and satisfaction with services offered. 20/20 Onsite acts as a natural partner for Life Sciences entities who can realize numerous benefits from our model including accelerated enrollment, improved adherence of timelines and budgets and enhanced trial data consistency and quality. 20/20 Onsite services have become instrumental in advancing drug therapy development and distribution, chronic disease management, and essential patient health care in the sponsored communities the company serves. Our established client base is highly satisfied with our services, shows indications of follow on business opportunities, and in almost every case represents a major growth opportunity for our company.



About the Role - The Senior Director, Account Management will lead the Life Sciences’ efforts in managing and expanding business and revenue relationships with established clients. In this role, you will oversee account management strategies, ensuring customer success, and drive relationship and revenue expansion opportunities, delivering measurable business value through strategic communication and post-sales support. This role reports to the VP of Life Sciences and works closely with the Director of Life Sciences.



Responsibilities

Account Strategy & Revenue Generation:

  • Drive client engagement strategies and ensure alignment with overall business goals.
  • Manage a portfolio of key accounts, focusing on long-term customer satisfaction, retention, and profitable growth.
  • Develop and implement land-and-expand strategies to identify, pursue, and deliver incremental revenue, upsell, and cross-sell opportunities within CROs and Sponsors.
  • Build and maintain relationships with key decision-makers within client organizations to ensure alignment on goals and future opportunities.
  • Collaborate with the sales team to ensure smooth transitions from pre-sales to post-sales, ensuring a seamless customer experience.
  • Collaborate with sales, marketing and executive leadership on relevant business development strategies.

Post-Sales Project Management & Onboarding:

  • Collaborate with cross-functional teams to ensure that client needs are met and expectations exceeded, throughout their lifecycle.
  • Partner with appropriate teams on project timelines, deliverables, and outcomes to ensure successful implementation and a high level of customer satisfaction.
  • Collaborate with the delivery team to oversee the post-sales process, ensuring timely onboarding, project implementation, and success milestones are met.
  • Address escalations and manage complex issues, always maintaining a focus on long-term relationship-building and customer success.
  • Provide regular account health updates, and conduct Quarterly Business Reviews (QBRs) to assess client needs, track KPIs, and drive continuous improvement.

Strategic Contributions & Process Optimization:

  • Play a pivotal role in the strategic planning for customer-facing events, conferences, and feasibility studies.
  • Contribute to marketing initiatives by gathering client success stories and feedback to drive content development and promotional activities.
  • Develop detailed reports, showcasing customer performance, ROI, and success stories through case studies.
  • Analyze client outcomes, delivering clear insights on ROI and identifying areas for additional value creation.
  • Collaborate to use these metrics for outcomes-based selling, marketing, and to support the company’s overall growth strategy.
  • Drive continuous improvement of account management processes, enhancing efficiency, communication, and customer outcomes.

Qualifications

  • 7+ experience in account management, customer success, or sales, in a large enterprise sales environment, preferably with several years in a leadership capacity.
  • Experience in life sciences, CRO, or other related field.
  • Proven ability to manage and grow key client relationships, with a track record of driving revenue through upselling and cross-selling.
  • Strong leadership skills, with experience in leading and mentoring teams.
  • Excellent communication and interpersonal skills, with the ability to engage with C-suite executives and key decision-makers.
  • Experience with executive-level reporting and in supporting marketing in case study development, ROI analysis, sales tool development, etc.
  • Ability to work cross-functionally, manage multiple priorities, and contribute to both tactical and strategic initiatives.