Senior Account Manager

Citrus Health Group, Inc•Chicago, IL

10d

About The Position

Under the direction of the Client Service 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.

Requirements

Bachelor's degree
5+ years of experience in project management and/or account management within a 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
Working knowledge of Microsoft Office applications (Outlook, Word, PowerPoint, Excel)
Travel as required

Nice To Haves

Knowledge of electronic project management systems (e.g., WorkBook, PubsHub, DataVision, iEnvision, PubStrat, Veeva, Zinc)
Experience managing multiple accounts, therapeutic areas and deliverable types simultaneously

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 proactive 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
Anticipate client needs and risks, proactively escalating and proposing solutions in advance
Support account growth through identifying expansion opportunities in partnership with the Account Director and leadership team
Client Service, Project Planning, Management, and Tracking
Collaborate with Project Managers to determine and refine specifications ahead of project initiation; oversee 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
Ensure workflows/timelines are drafted accurately and align with internal processes and client processes and expectations
Support the integrity and accuracy of client deliverables while maximizing the role of other colleagues in preparation of these documents
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)
Submits information to client databases (Veeva Vault, Zinc, etc.) for tracking physician payments, travel, meals, and gifts (Sunshine Act)
Ensure compliance with GPP2022, ICMJE, Sunshine Act, and any client and/or region-specific requirements/standards
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 ‘
Identify and flag to leadership any resourcing gaps and timeline risks with recommended solutions
Financial Management and Tracking: Overall responsibility for the integrity and accuracy of financial deliverables (i.e., budgets, invoices, trackers, etc.)
Work with account and project teams 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
Monitor budgets and proactively flag and address any out-of-scope tasks with the client
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
Support with onboarding and training new team members on best practices and Citrus standards and processes
Model strong and professional client service behavior and collaboration across internal and client teams