What are the responsibilities and job description for the Associate Director, Key Accounts position at Scientific Search?
(Hybrid or Remote)
Company profile: Global CMO for the Pharmaceutical Industry.
What You Will Be Doing
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Company profile: Global CMO for the Pharmaceutical Industry.
What You Will Be Doing
- Responsible for managing and ensuring customer satisfaction, as well as prioritization and adequate resourcing of day-to-day activities, across their assigned Key Accounts.
- Act as an escalation point for customers and multidisciplinary teams to support customer excellence and thriving partnerships in the day-to-day contract manufacturing services and activities for commercial supply of products.
- Act as a reliable and effective relationship manager for customers and internal stakeholders for matters related to contract manufacturing services and activities at assigned accounts.
- Familiarity with Customer Account Management Playbook.
- Identify, filter and prioritize escalations that have the biggest impact on revenue and/or customer satisfaction and drive awareness towards resolution.
- Identifying gaps in processes that are impacting customer experience and working across multidisciplinary teams to find scalable solutions that add value to both the customer(s) and company.
- Serve as an additional resource, together with Customer Account Managers, and efficiently manage and host person-in-plant activities, including support during the site visit.
- Demonstrate an understanding of the manufacturing process flows to determine next steps that lead to the achievement of key milestones including, but not limited to, recognition of revenue.
- Partner with the CAM to communicate delays or changes that may impact the manufacturing schedule or release of product and proactively update all appropriate stakeholders.
- Track customers requested metrics (in coordination with the respective KAD) such as (but not limited to) On Time Delivery (OTD), batches rejected, deviation closure times and other Key Performance Indicators (KPI) for customers, as defined by the KAD, and provide timely feedback.
- Collaborate with CAMs and support KADs for regularly cadenced meetings with clients such as business review meetings, joint steering committee meetings, governance meetings, etc.
- Ensure all contractual obligations are adhered to by client and CMO; identify and communicate any gaps to KAD and align with KAD on focus areas that will have the largest impact on revenue, account maintenance and/or customer experience.
- Meet and maintain compliance in ComplianceWire.
- Bachelor’s degree in a science related / Business related field, or equivalent combination of education and experience.
- 3 years’ experience or, 10 years of direct relevant account management experience required.
- Prior experience managing commercial business relationships in a contract / external manufacturing services environment.
- Pharmaceutical and FDA Regulated Industry experience desired.
- Business-to Business (B2B) experience desired.
- Microsoft Word, Excel, and PowerPoint experience required.
- CRM Software experience required – Salesforce.com desired.
- Possess technical and scientific knowledge/aptitude to appropriately relate to customers.
- Must have excellent communication skills. Both written and verbal skills are necessary to communicate easily with clients.
- Must have the ability to identify problems and propose solutions/corrective action to senior leadership.
- Must have excellent attention to detail, ability to multi-task, and manage time effectively.
- Moderate travel, 25-40% depending on client base
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