Director, Account Management

Job Description

Job Description

The Director, Account Management is responsible for account revenue growth and customer satisfaction / retention of our client's Clinical Process Outsourcing (CPO) and US Clinical Operations (USCO) client base. They will develop extraordinary rapport with our client's CPO and USCO clients and deep understanding of client needs. The Director will support implementation in concert with (CPO) leadership off-shore with training support within the area of expertise. Additionally, they will lead mapping of agreed client functions appropriate for our client's CPO.

What You Will Do

• Perform regular customer contact, including weekly, bi-weekly, and / or monthly calls and routine business reviews with all clients to anticipate client needs, ensure satisfaction, identify potential or present performance issues, etc.
• Learn and manage each client contract to ensure our client's is managing to the agreed upon terms and that client billing is on time and accurate.
• Learn and document work within the Salesforce application following our client's procedures.
• Navigate client environment with discretion, grace, and political and interpersonal sensitivity to ensure company and client goals are defined, documented and achieved in an environment where some client employees may resist change presented by our client.
• Maintain a balanced position when confronted with client concerns; demonstrate sensitivity towards customer issues, while ensuring that our client's policies, profitability and marketplace reputation are protected.
• Serve as an expert listener and communicator with the designated client leadership and with our client's leadership about potential and developing opportunities.
• Ensure the delivery of excellent service by assisting with new client implementation, researching to resolve issues and problems; creating and delivering reports as needed for the client.
• Collaborate with Operations, training and quality leadership off-shore and in the United States to ensure client directives are clearly defined.
• Assist management with issues requiring client contact such as obtaining additional clinical information and operational / workflow requests and anticipates business needs where client can provide such information.
• Properly document customer issues and resolutions; notify Sales / Management personnel regarding resolution of customer issues and any obstacles to meeting client expectations.
• Prepare standardized client and department reports and other reports as requested by Management.
• Gather client volume and performance data, relative to service level agreements and invoicing requirements; participate in analyzing client trends as needed to improve productivity and quality.
• Identify problems, communicate internally with appropriate departments to ensure prompt resolution of customer concerns. Escalate complex issues.
• Provide the highest level of customer service to internal and external customers, including current or prospective clients of the Company, vendors, staff, business partners or visitors.
• Provide consultation and support to co-workers, supervisor and management.
• Manage confidential client, financial and employee information with discretion and good judgment in accordance with department and Organization guidelines.
• Demonstrate a strong, dependable work ethic.
• Collaborate with Clinical, Operations and Executive Management for role and skill development.
• Travel as required (approx. 20%), including domestic and international.

What You Need

Powered by JazzHR

54bzqUOSXJ