Director, Account Management
About The Position
Diligent Pharma is a quality and compliance organization focused on the clinical trial industry. They provide a platform that connects trial sponsors with pre-qualified vendors, aiming to speed up vendor discovery, qualification, and management. This process is designed to improve study start-up times, increase efficiency, and enhance compliance. The company addresses the long-standing issue of redundant vendor qualification by acting as an independent third party that qualifies vendors once for multiple sponsors, thereby accelerating partnerships and helping to bring life-saving treatments to patients faster.
Requirements
- 5+ years of account management, client success, or relationship management experience with pharmaceutical companies, biotechs, and/or CROs.
- A proven track record of meeting or exceeding retention and growth targets in the clinical research or life sciences space.
- Experience leading and developing a team of account managers or other client-facing professionals.
- Demonstrated experience as a consultative partner, aligning client goals with Diligent’s solutions.
- Understanding of the clinical trial market and competitive landscape.
- Excellent presentation, negotiation, and executive communication skills.
- Strong analytical thinking and ability to build data-driven account plans.
- Executive presence — comfortable engaging and influencing at all levels, including C-suite.
- The ability to work independently and thrive in a fast-moving, evolving environment.
- Bachelor’s degree required.
Responsibilities
- Lead, coach, and develop a team of Account Managers, setting clear performance expectations and supporting their professional growth.
- Manage day-to-day team operations, including account assignments, workload balancing, and performance reviews, to ensure consistent execution across the portfolio.
- Develop and maintain strategic account plans, including health scores, growth opportunities, and risk mitigation strategies.
- Own renewal outcomes across the portfolio, proactively identifying and mitigating churn risk, including cross-functional collaboration as needed.
- Identify and execute upsell and cross-sell opportunities within existing accounts to expand Diligent’s footprint.
- Manage contract renewal discussions and negotiations, working with legal and finance as needed.
- Serve as the primary point of contact and escalation path for assigned clients, building trusted relationships with key stakeholders and executive sponsors.
- Partner with sales, account managers, and delivery team members to ensure smooth client onboarding and a strong start to the relationship.
- Represent the voice of the client internally, channeling feedback to product and delivery teams to inform roadmap and delivery improvements.
- Accurately forecast renewal and expansion revenue across your team’s portfolio.
Benefits
- Unlimited Paid Time Off (PTO)
- Comprehensive health insurance
- 401(k) with company match
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What This Job Offers
Job Type
Full-time
Career Level
Director
