Account Operations Manager - Pharmaceutical Industry

Direct Travel•Remote,

10h

About The Position

The Account Operations Manager serves as a strategic partner to Account Executives, supporting client relationship management, financial oversight, and operational excellence. The role is responsible for maintaining and growing revenue through contract management, KPI tracking, and alignment between client needs and internal operations. It focuses on process efficiency and standard operating procedures (SOPs) to optimize the client experience, support smooth program execution, and foster long-term business success. The role exercises discretion and independent judgment that directly affect customer engagement and retention. The position partners with Account Executives and internal teams to support client accounts, oversee program delivery and financial processes, maintain client reporting and data, and identify opportunities to improve service and grow business. Work may involve extended days and possible weekends, availability during core business hours, and travel of up to 20% annually.

Requirements

At least 5 years of experience as a Program Manager.
Bachelor’s degree in Hospitality, Business Administration, or a related field, or a combination of education and experience.
High proficiency in Microsoft Office.
In-depth knowledge of program operations in domestic and international locations.
Excellent interpersonal skills to build client relationships, adapt to different personalities, and work effectively across organizational levels.
Strong organizational skills and ability to manage multiple tasks and ensure programs are executed on time.
Excellent written and verbal communication skills for internal and external communication.
Excellent presentation skills for participation in client presentations.
Strong analytical and problem-solving skills, including ability to support strategic planning, oversee client budgets for accuracy, maximize company profit, evaluate problems, and develop effective solutions.
Ability and willingness to work extended work days and possible weekends.
Availability during core business hours.
Ability to travel, with potential travel expectations of 20% annually.
Ability to lift 20 lbs.
Frequent use of a computer and other office equipment.
Frequent sitting, standing, and walking.

Nice To Haves

Operational experience in medical congresses and advisory boards.
A model of behavior reflective of the organization’s Vision and Values.

Responsibilities

Grow target accounts by leading, guiding, and consulting, ensuring excellent service, identifying operational efficiencies, recommending solutions, and sharing best practices.
Stay informed about client changes and key contacts, reinforce SOP compliance, and collaborate with Account Executives, department managers, and team members to provide a consistent client experience.
Partner with Account Executives to maintain and improve client deliverables, participate in sales calls, assess client needs, provide cost and labor information, review project scopes and SOWs, and help design programs.
Provide Account Executives with bi-weekly client status updates, including challenges, solutions, and client structure or leadership changes.
Identify opportunities to update MSA rate cards, ensure profitability, pursue additional business, and create opportunities for senior leaders to engage with client contacts.
Maintain accurate Salesforce data, including new business and account updates.
Build and maintain client relationships that meet business objectives, increase revenue, and protect the company’s brand reputation.
Develop partnerships with key client contacts and align activities with client business cases and strategies.
Identify and escalate customer service needs, manage expectations, proactively resolve issues that could put accounts at risk, and act as a client escalation point.
Ensure client KPIs and SOPs are communicated internally, understood, and followed.
Qualify business opportunities by understanding program scope and client needs; seek opportunities to expand existing accounts and improve efficiency.
Lead business review meetings, track and share best practices, gather data, and analyze it for patterns, trends, and correlations.
Coach and develop sourcing, design, and program operations teams to deliver services suited to the customer journey, needs, and pain points.
Partner with department managers to ensure effective program communication and operations within project teams.
Develop and implement account operational strategies and process improvements, standardize processes where possible, adapt them to client expectations, and monitor compliance.
Scope projects, select appropriate internal team members, and lead project teams through the pre-sale phase.
Prepare internal transition meeting documents, request operational resources, schedule and lead transition meetings as applicable, and communicate account overviews to internal teams.
Mentor internal team members at the program level and manage project issues and risks.
Monitor internal workflows and documentation for quality, consistency, and stakeholder relationships, and provide timely feedback.
Take a hands-on approach to limited-service programs, including project management, financial management, and project team leadership.
Oversee program debriefs and ensure they identify actionable insights and support strategic client discussions.
Create SOW budget pro formas when sourcing is not involved or services are limited, and route them for approval.
Create SOWs, process them through the contract team for signature, obtain fully executed client copies, and upload them to SharePoint.
Request and process client invoices, track payments, obtain client purchase orders, and upload them to SharePoint.
Oversee financial budget pro formas and final program wrap-ups.
Ensure program cost savings are documented when applicable and aggregate the information for business reviews.
Create and maintain KPI tracking documents, prepare client business review content, and present KPI status.
Identify new scopes of work for rate cards, initiate addendums for client signature, and maintain addendums.
Maintain data integrity in client Cvent instances when applicable, including those for Gilead, Genentech, and Toyota.
Plan ahead for MSA expiration and take necessary actions to ensure a valid MSA remains in place.
Perform other duties as assigned.