SVP, Client Service Director

Adelphi Group•New York, NY

2d•$220,000 - $285,000•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 in the Account Services department and requires leading by inspiring trust through courageous in-the-moment conversations, having a strategic perspective both internally and externally, being department agnostic and generous to hear new ideas, and building and facilitating a journey of learning for teams focused on curiosity and career growth.

Requirements

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
Seen by clients and colleagues as experienced multiple therapeutic areas

Nice To Haves

Seen as primary owner of Account relationship
Solutions first leader
Agency Development
Communication Skills
Management
Leadership/Teamwork
Industry Knowledge/Therapeutic Expertise
Financial Responsibility

Responsibilities

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
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
Maintain “guru” status with clients and engaged for key strategic meetings
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