Client Services Director

Philadelphia, PA, United States Full Time

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JOB DESCRIPTION                                                                                                                                                         

Job Title:                  Client Services Director                                                                              

Department:             Client Service

Reports To:              Business Unit Head                                                                                      

 

JOB PURPOSE            

 

The Fishawack Client Service Director (CSD) is responsible for the overall health of their accounts, developing existing accounts and franchises to their full potential, achieving budget for their accounts, and identifying and securing new business opportunities through their internal and external interactions. The CSD will typically work on larger/more complex accounts, and so the role requires broader and more in‐depth client experience than the Senior Account Director (SAD) and Account Director (AD) roles. The CSD will be a member of the senior management team, playing a key role in the commercial direction of the Company. The CSD will also act as a mentor to SADs/ADs and other members of the Client Service and Account Delivery Team.


JOB RESPONSIBILITIES

 

Six core responsibilities underpin the role of the Fishawack CSD:

 

  1. Client management
  2. Strategic and commercial insight/added value/best practice
  3. Account team leadership
  4. Business development
  5. Financial/KPI accountability
  6. Other/Company level

 

RESPONSIBILITY

PERFORMANCE MEASUREMENT

 

Client management

 

Developing an extensive client network and become an expert in the needs of those clients

  • Identify client team/product stakeholders and understand
  • the roles, hierarchy and dynamics of the client team
  • Create effective partnerships and conduct review meetings with clients to prospectively plan work
  • Develop and maintain a client engagement plan [with Consulting Director (CD) as appropriate]
  • Develop, manage and lead client onboarding meetings
  • Encourage internal team to develop effective, long‐lasting client relationships
  • Take a lead in managing the expectations of clients, including setting up regular calls to discuss feedback, their personal goals, and objectives
  • Advise the client on budget priorities and budget spend as appropriate
  • Perform internal and external risk management of accounts
  • Proactively identify account opportunities and make recommendations to client
  • Conduct regular client meetings to review account performance including co‐ordination of client health check
  • Contribute to accounts through hands‐on management of the client and as appropriate key expert liaison
  • Lead development of proposals/pitches on existing and new accounts, working closely as required with the CDs

 

 

Strategic and commercial insight

Providing strategic input/commercial insight to clients and to the internal team


  • Drive strategic input/commercial insight to clients and to the internal team
  • Works with clients to formulate and implement strategies and programs
  • Ensure clients receive proactive ideas and creative input to assist and challenge their own thinking and planning
  • Keep abreast of developments and attitudes in the worldwide healthcare environment to share with account team and client as appropriate (competitors and modern technology insights)
  • Contribute to internal leadership and capabilities of the Client Service Team, actively participating in Senior Leadership Team and Account Leadership Team meetings


 

Account team leadership

Motivating internal team, instilling project ownership and ensuring smooth running of accounts


·        Have an overview of all live projects and full ‘big picture’ of the account needs

·        Lead the internal account team, providing support and advice on client and project issues as required

·        Identify clients’ personality traits and preferred method of communications, ensuring that the team adapts to the best working style for the clients

·        Represent the client to the Fishawack team, challenging the internal team regarding client expectations

·        Develop effective working relationship with Editorial Lead,

·        Project Management Lead, and CD

o   motivate internal account team

o   instill project ownership and smooth running of accounts

o   empower the internal team with the confidence to be innovative and knowledgeable

·        Regularly review performance of delivery team for alignment with client expectations (e.g. quality/timelines) and business needs (e.g. recovery)

·        Brainstorm opportunities through regular account team meetings

·        Input to the selection of team members based on client profile

·        Line management of Client Service team members as required

·        Work with key leads to flag resource problems, exhibiting flexibility when required in support of wider internal company pressures

·        Work closely with the Editorial and Project Management leads to onboard new team members ensuring a robust account integration plan is in place (e.g. therapy area training/communication to clients)

·        Be familiar with the core requirements of the MSA and ensure rollout to the team and ongoing adherence (including compliance training, Sunshine/EFPIA reporting, AE reporting, financial aspects etc.)

·        Understand roles and responsibilities across the account, how they interact and the challenges they face, to be able to help navigate (with support from function leads)

·        Have a thorough understanding of Fishawack Group processes and work with account team to ensure adherence

·        Ensure internal team is receptive to account opportunities

 

Business development

Securing profitable ongoing business, up to the franchise level

 

·        Lead internal teams in response to account opportunities and ensure relevant levels of resource are assigned

·        Ascertain possible client programme to sell in new Fishawack offerings (e.g. elements of the digital portfolio and Fishawack India – if applicable)

·        Drive development of proposals for current clients and contribute to the strategy and content of the proposal

·        Track clients as they move on from account teams, developing and following up on future opportunities as appropriate

·        Support AD/SAD/CD with development and management of account plans

·        Have a thorough knowledge of Group capabilities and service offerings and apply through identifying opportunities for new projects based on client needs

·        Prospectively plan future work

·        Track clients as they move on from account teams

·        Lead development of proposals on existing accounts to drive organic growth

·        Have a thorough knowledge of Group capabilities and service offerings and apply through identifying opportunities for new projects based on client needs

Financial/KPI accountability

Achieving financial and account recovery rate targets

 

·        Discuss progress in GAP meetings taking resulting actions forwards, with account leads as necessary

·        Oversee and drive account plan development and deliver fee‐growth target for account

·        Review financial forecasts for accounts monthly

·        Communicate targets, forecasts and ongoing progress against these to the team, and drive achievement

·        Develop financial account plans, including:

·        Account forecast (e.g. high growth account, maintain status quo, manage decline), plus rationale

·        Financial targets, plus rationale

·        Responsibility for overall account recovery rates, discussing appropriate actions within account and client teams

·        Liaise with CD/MD regarding MSA negotiations and interactions with procurement

 

 

 

 

CORE COMPETENCIES FOR THIS POSITION

(The behaviors, skills, and practices required to accomplish the objectives of this position and in the daily conduct of business.)

 

Business Acumen

Understands the business and is knowledgeable about current and potential future policies, practices, trends, and information that could affect the organisation; is aware of how strategies and tactics work in the marketplace and is able to make good decisions based on a mixture of analysis, wisdom, experience, and judgment.

Command and composure

Can be counted on to provide a settling influence and guidance in a crisis. Energized by tough challenges, remains cool under pressure and is not knocked off balance by the unexpected; doesn’t become defensive or irritated when times are tough and doesn’t show frustration when resisted or blocked.

Client Focus

Is dedicated to meeting the expectation and requirements of the client, establishing and maintaining effective relationships and gaining their trust and respect.

Team Leadership and motivational skills

Is good at establishing clear direction and maintaining two-way dialogue with others on work and results, letting people finish and be responsible for their work; a clear communicator, able to build integrity and trust; regarded as a direct, truthful, and confident individual who admits their mistakes and acknowledges the achievements and contribution of individuals in the team; brings out the best in people, creating a climate in which people want to do their best; makes each individual feel his/her work is important; can motivate many kinds of direct reports and team or project members; uses diplomacy and tact and can diffuse even high-tension situations comfortably; shares ownership and visibility, wins and successes; creates a feeling of belonging in the team.


Interpersonal skills

Relates well to all kinds of people, up, down, and sideways, inside and outside the organization, building appropriate rapport as well as constructive and effective relationships; empowers others and invites input from each person.

Organizing and process management

Can marshal resources (people, funding, material, support) to get things done, orchestrating multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner; follows established processes and is good at figuring out the processes necessary to get things done




INTERACTIONS (EXTERNAL)

INTERACTIONS (INTERNAL DEPARTMENTS)

·        Clients

·        Authors/Experts

·        Vendors

·        Contract or Freelance Employees

·        Senior Leadership team

·        Divisional Leadership team

·        All Employees

 


REQUIRED KNOWLEDGE, SKILLS, & ABILITIES

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and ability required.)

 

Education                                      Required:                                      4-year post secondary education, or equivalent experience

A-level minimum; degree preferable; science degree advantageous.

 

Experience

 

Minimum 6 years in medical writing/editorial position or 8 years in account/project management position, preferably in healthcare

 

Special

Knowledge/

Skills

 

Microsoft Office suite

Self-motivated, professional and team player, someone people like working for and with, with strong decision-making capabilities

Pursues everything with energy, drive and commitment

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