Associate Director Client Account Management

The Associate Director, Client Account Management owns the client relationship from an overall services delivery and support perspective, and as such is accountable for the quality and timeliness of the global operational delivery and live project support across RTSM, EDC and CTMS product offerings within identified, key accounts.

The purpose of the role is to maintain established relationships, develop new client relationships (within the client account), interface with strategic vendors (i.e. partners) and ensure established KPIs are achieved on the assigned client account(s). In addition, the incumbent will be responsible for driving the entire Client Team to achieve stellar customer service throughout the Study Development Life Cycle.

Responsibilities:
- Deliver a positive, memorable and meaningful service which exceeds the expectations of both the internal and external customer.

- In partnership with the assigned Client Team, identify and maintain contact with key stakeholders within the client organization in order to implement the account strategic plan. Establish, evolve and negotiate the client expectations for delivery, deployment, and on-going support of project and service related work. More specifically, actively contribute to MSA/SLA negotiations, client standard discussions, KPI metric assessments, hosting of educational sessions, client audits as needed to cultivate and conserve the client relationship.

- Provide ongoing leadership and supervision Client Team members ensuring that tasks requiring successful delivery and implementation are completed to plan and to acceptable standards. Assume full accountability to ensure that assigned team members are guided on applying client standards to awarded projects. Assess resource assignments to ensure that project tasks are resourced appropriately and that tasks for a project are managed across the entire client team in order to meet timelines.

- Be fully accountable to client(s) for the quality and timely delivery of products and services provided by ClinPhone for assigned client(s). In doing so, act to resolve escalating issues related to aligned client(s). Proactively bring to the attention of Senior Operational Managers/Directors all issues that will have a significant impact on the company's relationship with that client.

Pre-win:

- Work in partnership with Business Development to provide the appropriate operational support and input for each and every qualified opportunity.

- Through collaboration with internal client team members, ensure that all proposals are accurately scoped and budgeted.

- In conjunction with the respective Associate Directors of Client Services and Production Services, ensure that adequate resources and accurate time lines are included for all aligned client proposals.

Post-win:

- Participates in all Business Development handover meetings. This will ensure that the study team is thoroughly debriefed on the client and study specific requirements.

- Ownership for all client communication is the responsibility of the Associate Director, Client Account Management to include:

- Monthly internal meetings with the designated Client team, and CPM's - meeting will focus on study metrics for both studies in build as well as in production. Will entail a standard monthly report which provide a snapshot of study metrics as well as key issues and/or activity on a study by study basis

- Client meetings - a regular review meeting with the key client stakeholders to review overall account status

- Quarterly On-Site Client review - face to face meeting with senior management to review overall status, provide updates on key strategies, education on new product and service offerings, etc.

- Is responsible for managing client profitability, and as such managing the profitability for all awarded studies and services provided to assigned client(s). Accordingly, the Associate Director, Client Account Management will approve timelines (in collaboration with client services and production services) and budgets associated with all newly won projects and/or services prior to accepting the project into the schedule. The Associate Director, Client Account Management will also assess all scope of work changes following this initial acceptance to ensure costs and timelines are reasonable for the work being performed. It is the Associate Director, Client Account Management who is responsible for negotiating with BD, any project timeline or budget that is deemed unacceptable.

- Actively monitors by collecting and assessing all project and service related data/metrics available for their assigned client(s) in conjunction with other client team members. This is to ensure projects and services are being delivered on time and within scope according to agreed client expectations including those defined in MSAs, SLAs, proposals, and contracts.

- Profitability targets will be set and the Associate Director, Client Account Management will be responsible for collaborating internally and if needed externally, on those projects where minimum targets are not being achieved to incorporate optimizations in order to increase profitability.

- It is a job expectation in order for Associate Directors of Client Account Management to stay in touch with the study development process, that they will take ownership for specifying/developing 1-2 newly won projects each year.

- Plays an active role in performance management feedback for all project team members associated with delivery and/or maintenance of projects for assigned client(s).

- Represents the company at trade shows and prepare/deliver presentations to conferences and/or organized seminars as and when required by business needs and marketing plans.

Qualifications:

Competencies and Qualifications: To perform this job successfully an individual must demonstrate leadership skills with a broad knowledge of IVR, EDC and CTMS applications and their relevant application within the pharmaceutical industry. Appropriate knowledge of applicable regulatory requirements and thorough knowledge of Company SOPs are essential.

Bachelor's Degree and/or other appropriate qualifications, in combination with at least one year of experience as a Clinical Project Manager or equivalent senior role in current position. Two to three years of prior project management experience is preferred.