Client Service Director

BOLDSCIENCE

About The Position

A Client Service Director (CSD) at BOLDSCIENCE plays an integral role within the Client Services leadership team. They possess a wealth of experience in the medical communications industry, capable of leading and driving multiple accounts. Beyond excellent project and client management skills, a CSD demonstrates a high level of scientific and strategic knowledge, enabling them to become a trusted partner to clients. They exhibit leadership qualities, strong customer service, proficiency in data analysis, problem-solving, and organizational skills. This role requires a forward-thinking individual who consistently seeks new ideas and innovative approaches to elevate BOLD's offerings. The CSD actively builds relationships with various BOLDSCIENCE teams, including Scientific, Creative, Finance, and People Operations, to ensure successful collaborations. Their role extends beyond daily account management, making them a visible and valuable contributor across the wider Client Services & BOLDSCIENCE team.

Requirements

Extensive experience working within the medical communications industry.
Proven ability to work across different therapy areas and project deliverables in a client-facing role.
Experience leading and actioning projects within a fast-paced agency environment.
Experience driving organic growth on accounts and involvement in new business.
Excellent understanding of the pharma and competitor landscape.
Extensive experience and knowledge within the medical communications industry.
Experience collaborating with different departments such as Scientific Services, Creative, Digital, etc.

Responsibilities

Apply high levels of scientific and industry expertise to function as a strategic partner to clients.
Manage tactical planning, financial management, resourcing, and drive both organic and new business opportunities.
Manage client relationships to ensure satisfaction with services provided, including forward planning and timely action.
Provide onsite support for initiatives such as advisory boards, symposia, and workshops.
Apply a high level of scientific and commercial expertise to function as a true client partner.
Provide strategic and operational direction to account teams.
Act as a strategic and trusted partner, pushing and challenging clients' thinking.
Partner with the scientific lead on accounts to develop and review client strategy and tactics, and formulate an agency execution plan.
Anticipate client needs and objectives with minimal guidance.
Provide support to the account team on client discussions and act as an escalation point for client concerns related to account performance.
Implement and maintain quality standards, cost-efficiency, and best working practices.
Identify potential client concerns and facilitate proactive intervention steps.
Effectively drive projects and delegate tasks to the team, leading by example with a hands-on approach.
Serve as the portfolio lead for strategic discussions and client/agency reviews, driving strategic and tactical organic growth.
Drive alignment across client teams, ensuring the highest standards and providing internal leadership.
Hold regular team meetings to ensure team alignment, clarity on actions, and opportunities for questions.
Collaborate with the scientific team lead to ensure optimal resource allocation and pre-empt resourcing challenges.
Drive actions forward and be solution-focused to achieving company goals.
Review content and provide sign-off on work, partnering with scientific team leads.
Have overall responsibility for account financials and business unit KPIs.
Work closely with the VP, Client Services to set realistic revenue targets and ensure BOLD's overall revenue target is achieved.
Be responsible for account and business unit forecasting, ensuring financial accuracy in collaboration with the scientific lead.
Consistently meet billability targets and ensure the same from direct reports and wider team members.
Complete timesheets accurately and on time, and ensure the same from direct reports and wider team members.
Maintain strong relationships with senior clients and procurement teams, and support with MSA negotiations.
Support the team in financial conversations with the client, including yearly budgeting, out-of-scope recovery, and billings.
Identify and drive new business opportunities across new and existing clients.
Identify opportunities for business growth, actively driving new business and leading pitches.
Keep abreast of key events and innovations in the industry.
Manage resourcing needs across the team in conjunction with the VPs.
Manage and input into the career development of direct reports and their teams, reviewing goals and objectives.
Line manage multiple team members of varying levels, providing constructive and actionable feedback.
Coach and mentor others across the agency, adapting to get the best out of the BOLD team.
Form excellent senior-level relationships and be a trusted partner to the Business Unit founder.
Take an active role in the senior client service leadership team.