Client Service Director - Medical Communications

Salary: £Competitive + Excellent Benefits

Location: San Diego, California or remote (depending on experiance)


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.




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 on-boarding 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
  • 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 on-board 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 roll-out 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




  • 4-year post secondary education, or equivalent experience
  • A-level minimum; degree preferable; science degree advantageous.
  • Minimum 6 years in medical writing/editorial position or 8 years in account/project management position, preferably in healthcare
  • 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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