About the Opportunity

Under the direction of the Account Director or Vice-President, Client Services, the Account Manager/Senior Account Manager is responsible for supporting existing and developing accounts, business units, and therapeutic areas to their full potential. In collaboration with Citrus Health Group leadership, they will support account forecasting, providing guidance, support, and strategic direction to drive client satisfaction, retention, and revenue growth. Your role will involve developing and executing account strategies, fostering strong client relationships, and collaborating with cross-functional teams to deliver exceptional service and results.

Responsibilities

Client Relationship Management

• Serve as a primary point of contact for key client accounts, building and maintaining strong relationships based on trust, communication, and responsiveness
• Understand clients' business objectives, challenges, and priorities, and develop solutions and strategies to address their needs effectively
• Conduct regular meetings and check-ins with clients to provide updates, gather feedback, and address any concerns or issues

Client Service, Project Planning, Management, and Tracking

• Assume overall project-level ownership and responsibility, including determining and refining specifications ahead of project initiation; and tracking and maintaining the status of projects and their respective scopes, timelines, budgets, and deliverables
  • Proactively manage the account and be responsive to the client’s expectations and needs in project execution on a timely basis
• Draft workflows/timelines (using resources available) and review to ensure they are drafted accurately
• Formally initiate projects within WorkBook and with internal team members, alerting team members when project scope/budget has been approved and work may begin
• Own the integrity and accuracy of the status report and other client deliverables while maximizing the role of other colleagues in preparation of these documents
  • Draft recap of key-takeaways for team finalization
• Ensure that client meeting materials are accurately prepared (i.e., agenda, slides, meeting minutes, etc.)
• Assume ownership and responsibility for author relationships and their assigned tasks; remits include distribution and tracking of/follow-up on author responses to (or completion of) invitations, agreements, forms, and drafted or final deliverables; maintaining an archive of all these communications on the Citrus Health Group server (SharePoint)
• Own entries within client project tracking software (e.g., iEnvision, DataVision, PubsHub, PubStrat); remits may include creation and management of project entries, creation of review workflows, maintenance of any project checklists in the system, and final project audit and closure once completed
• Submits information to client databases (Veeva Vault, Zinc, etc.) for tracking physician payments, travel, meals, and gifts (Sunshine Act)

Quality and Risk Control

• Ensure that all process steps relevant to quality control measures (e.g., editorial/graphics reviews, data fact checks) are completed for all projects
• Ensure that all your internal and external communications are clear, concise, and professional; and maintain electronic files and folders for all projects
• Understand and ensure the team follows all client required standard operating procedures and requirements
• Review and analyze project detail reports with Client Services weekly (or as needed) to identify incorrectly recorded project hours and incorrect or outdated budgets
• Work closely with the project team to identify and resolve potential issues

Financial Management and Tracking:

• Overall responsibility for the integrity and accuracy of financial deliverables (i.e., budgets, invoices, trackers, etc.)
• Work with account team to draft, submit, monitor, and adhere to approved budgets
• Maintain accurate financial spreadsheet(s) to support internal and client needs
• Draft SOW’s (using Word and WorkBook templates) for any fixed-fee projects, as applicable per client
• Work with teams to submit invoices, accruals, etc. in a timely manner consistent with both internal and client directed SOPs
• Prepare for and is accountable for actions discussed in monthly revenue meetings
• Prepare work-in-progress and revenue reconciliation monitoring/report updates on a bimonthly or monthly basis; and in financial tracking and forecasting across account

Mentoring and Management 

• Provide mentorship support to more junior team members on the Client Services team by being a go-to resource for process and industry queries

Qualifications

• Bachelor's degree
• 5 years of experience in project management, medical communications, publications, and/or pharmaceutical company
• High level of integrity, confidence, and accountability
• Effective organizational skills; attention to detail and timelines; high degree of accuracy
• Proven experience in account management, client services, or related field, with demonstrated success in leading and managing client relationships.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and deliver exceptional results
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and colleagues at all levels
• Strategic thinker with the ability to develop and execute account plans and initiatives to achieve business objectives
• Results-oriented mindset, with a focus on driving client satisfaction, retention, and revenue growth
• Travel as required (<10%)

Preferred Skills/Experience

• Project management training
• Specific industry/agency project management experience
• Working knowledge of Microsoft Office applications (Outlook, Word, PowerPoint, Excel)
• Knowledge of electronic project management systems (e.g., WorkBook, PubsHub, DataVision, iEnvision, PubStrat, Veeva, Zinc)