SVP, Client Service Director

Adelphi Group•New York, NY

4d•$191,000 - $257,500•Hybrid

About The Position

Remedy Edge is a global healthcare communications network built to make creativity, and creative technology, a force for urgent health impact. Grounded in deep insight into behavior, channels, and culture, we create work that doesn’t just inform—but activates. Work that accelerates decisions, advances care, and drives meaningful change for the brands and patients who can’t afford to wait. This role is responsible for leading by inspiring trust through courageous in-the-moment conversations, having a strategic perspective both internally and externally, and being department agnostic to foster new ideas. The position involves building and facilitating a journey of learning for teams, focusing on curiosity and creating clear career paths for growth. The SVP, Client Service Director will be the primary owner of account relationships, ensuring every client feels the presence and oversight of the account contact, and will serve as a key contact two-three levels above day-to-day client interactions on a monthly/bi-monthly basis. This role acts as the primary agency ambassador in managing ad hoc issues and opportunities, maintaining "guru" status with clients, and leading the onboarding of all new clients. On the agency development side, this role is responsible for a solutions-oriented approach that creates calm and rallies teams, actively seeking and closing large, strategic new business opportunities, and playing an active role in defining and evolving the agency’s go-to-market strategy. Furthermore, the role is crucial in developing and attracting key agency talent and fostering internal growth. The position requires superior communication skills, a strong professional presence, expert presentation abilities, and the capacity to communicate complex ideas clearly. The SVP will also deliver courses on leadership, client management, or business communications and author periodic articles or POVs. Management responsibilities include building on the Service-Profit Chain philosophy, managing multiple account teams with flawless client retention, ensuring high-quality deliverables, and serving as a mentor to account groups. The role ensures all levels of the organization understand client dynamics and is a key conduit to the strategic team, always aiming to showcase more talent, work, and thinking to the client. Leadership and teamwork involve managing up and vertically, partnering across departments, evangelizing agency offerings, and establishing agency-wide examples of interdepartmental collaboration. The role requires a strong work ethic, effective delegation, real-time feedback, recognition, celebration of success, active listening, decision-making for the betterment of all, and an optimistic outlook. The SVP will work with cross-agency leadership to ensure appropriate staffing and act as a champion for direct reports, helping them advance toward promotion. Navigating challenging client situations while keeping the team calm and motivated is also a key aspect. Industry knowledge and therapeutic expertise are essential, requiring "guru" status with clients, continuous demonstration of expertise in strategy, and recognition as experienced in multiple therapeutic areas. Financial responsibility includes ownership of yearly goals, achievement of revenue goals with margin in mind, year-over-year account growth, and active participation in new business planning and financial discussions. The role champions internal financial processes and ensures teams are vigilant about project budgets and agency fees, evaluating needs for freelance resources and maintaining accountability for on-time and on-budget delivery.

Requirements

Lead by inspiring trust through courageous in the moment conversations
Walk the talk and have a strategic perspective both internally and externally
Know that you are department agnostic and be generous to hear new ideas no matter where they come from
Build and facilitate a journey of learning for our teams focused on tapping into their curiosity and creating a clear career path of growth.
Seen as primary owner of Account relationship
Ensuring that every client has an account contact and that each client feels your presence and oversight of the account
Key contact two-three levels above day-to-day client on a monthly/bi-monthly basis
Act as primary agency Ambassador in managing ad hoc issues and opportunities (e.g. to deliver capabilities to new business prospect, pacify upset senior client, etc.)
Maintain “guru” status with clients and engaged for key strategic meetings
Be known and respected among client teams
Lead for onboarding of all new clients, regardless of level
Solution oriented approach that creates calm and rallies teams
Actively seek and close large, strategic new business opportunities; convert new business into agency revenue
Play active role in defining, clarifying, and evolving agency short- and long-term “Go-to-Market” strategy and suite of offerings
Be a developer and attracter of key agency talent and primary grower of talent from within
Possess superior communication skills across the board.
Maintain strong, professional presence that immediately puts clients at ease and wins their confidence
Expert presentation skill to a few key individuals or to a large client team
Communicate complicated ideas in a manner everyone can understand
Annually deliver course relating to leadership, client management or business communications for the benefit of more junior colleagues as discussed and outlined with President of agency
Author periodic articles or POVs worthy of publication internally and with clients
Continue to build on our adoption of the philosophy of the Service-Profit Chain, correlating highly engaged employees create rewarding environments
Manage multiple account teams with flawless client retention
Accountable for all agency teams maintaining high quality deliverables
Ensure teams consistently follow established processes/guidelines for executing agency offerings (eg,monthly POV’s, etc).
Serve as a mentor to account group taking initiative to develop trainings
Ensure all levels of the organization understands the client dynamics at play and is involved to ensure client love and retention.
Key conduit to strategic team with a mindset of always show the client more – talent, work, thinking
Manage up and vertically to ensure seamless pull-through
Keep President abreast of all issues/opportunities arise to ensure all are on the page
Partner across so that all can learn from the dialogue
Responsible for evangelizing Agency’s evolving service offerings, processes, and best practices to all staff and clients
Establish agency-wide example of interdepartmental partnership and collaboration through BRAND MOVEMENTS document development. Every team member should understand how their purpose at DDB Health plays into the “Good” we are creating via our brands
Demonstrate strong work ethic, delegates instead of dumps, provides real-time feedback and recognition, celebrates success, excellent active listening skills, makes decisions for betterment of all, maintains optimistic outlook in all situations
Works with cross agency leadership to ensure all accounts are staffed appropriately to meet client/project needs
Act as “Champion” for all direct reports/team members and takes full responsibility for helping advance them toward promotion
Navigate challenging client situations while keeping the team calm and motivated
Continually demonstrate expertise in all aspects of strategy
Seen by clients and colleagues as experienced multiple therapeutic areas
Establish agency-wide example of ability to deliver solutions for clients
Ultimate owner of groups yearly goals to Omnicom and achievement of those goals from a revenue perspective always keeping margin in mind
Final responsibility for year-over-year account growth in alignment with established growth targets
Active participant in new business planning, agency capability expansions, resourcing decisions, and financial discussions
Champion for all internal financial processes and for teams being vigilant about project budgets and agency fees.
Think: Need, Hours, Resources
Always comes with a solution
Evaluate needs for freelance resources, monitoring department utilization and budgeted hours.
Maintain overall accountability for on time and on budget delivery of work

Responsibilities

Lead by inspiring trust through courageous in the moment conversations
Walk the talk and have a strategic perspective both internally and externally
Know that you are department agnostic and be generous to hear new ideas no matter where they come from
Build and facilitate a journey of learning for our teams focused on tapping into their curiosity and creating a clear career path of growth.
Seen as primary owner of Account relationship
Ensuring that every client has an account contact and that each client feels your presence and oversight of the account
Key contact two-three levels above day-to-day client on a monthly/bi-monthly basis
Act as primary agency Ambassador in managing ad hoc issues and opportunities (e.g. to deliver capabilities to new business prospect, pacify upset senior client, etc.)
Maintain “guru” status with clients and engaged for key strategic meetings
Be known and respected among client teams
Lead for onboarding of all new clients, regardless of level
Solution oriented approach that creates calm and rallies teams
Actively seek and close large, strategic new business opportunities; convert new business into agency revenue
Play active role in defining, clarifying, and evolving agency short- and long-term “Go-to-Market” strategy and suite of offerings
Be a developer and attracter of key agency talent and primary grower of talent from within
Possess superior communication skills across the board.
Maintain strong, professional presence that immediately puts clients at ease and wins their confidence
Expert presentation skill to a few key individuals or to a large client team
Communicate complicated ideas in a manner everyone can understand
Annually deliver course relating to leadership, client management or business communications for the benefit of more junior colleagues as discussed and outlined with President of agency
Author periodic articles or POVs worthy of publication internally and with clients
Continue to build on our adoption of the philosophy of the Service-Profit Chain, correlating highly engaged employees create rewarding environments
Manage multiple account teams with flawless client retention
Accountable for all agency teams maintaining high quality deliverables
Ensure teams consistently follow established processes/guidelines for executing agency offerings (eg,monthly POV’s, etc).
Serve as a mentor to account group taking initiative to develop trainings
Ensure all levels of the organization understands the client dynamics at play and is involved to ensure client love and retention.
Key conduit to strategic team with a mindset of always show the client more – talent, work, thinking
Manage up and vertically to ensure seamless pull-through
Keep President abreast of all issues/opportunities arise to ensure all are on the page
Partner across so that all can learn from the dialogue
Responsible for evangelizing Agency’s evolving service offerings, processes, and best practices to all staff and clients
Establish agency-wide example of interdepartmental partnership and collaboration through BRAND MOVEMENTS document development. Every team member should understand how their purpose at DDB Health plays into the “Good” we are creating via our brands
Demonstrate strong work ethic, delegates instead of dumps, provides real-time feedback and recognition, celebrates success, excellent active listening skills, makes decisions for betterment of all, maintains optimistic outlook in all situations
Works with cross agency leadership to ensure all accounts are staffed appropriately to meet client/project needs
Act as “Champion” for all direct reports/team members and takes full responsibility for helping advance them toward promotion
Navigate challenging client situations while keeping the team calm and motivated
Continually demonstrate expertise in all aspects of strategy
Seen by clients and colleagues as experienced multiple therapeutic areas
Establish agency-wide example of ability to deliver solutions for clients
Ultimate owner of groups yearly goals to Omnicom and achievement of those goals from a revenue perspective always keeping margin in mind
Final responsibility for year-over-year account growth in alignment with established growth targets
Active participant in new business planning, agency capability expansions, resourcing decisions, and financial discussions
Champion for all internal financial processes and for teams being vigilant about project budgets and agency fees.
Think: Need, Hours, Resources
Always comes with a solution
Evaluate needs for freelance resources, monitoring department utilization and budgeted hours.
Maintain overall accountability for on time and on budget delivery of work