SVP, Director of Client Services (Omni-Channel, Pharma Agency)

Avalere Health•Washington DC, NY

1d•Hybrid

About The Position

Avalere Health is seeking an SVP, Client Services, a skilled relationship builder with deep pharma marketing experience and a proven ability to make meaningful connections. This role is crucial for unifying and motivating cross-functional teams toward strategic thinking and marketing solutions to achieve client business goals. The ideal candidate can assess team perspectives, own final decisions on agency recommendations, and manage escalation issues for their book of business. This individual will be an inspiring people leader, motivating team members to deliver for each other and for clients, ensuring client satisfaction, and setting the pace for strong client-agency relationships. The SVP, Client Services will lead and collaborate on key initiatives in people development, process improvements, and operational excellence to support effective client delivery. They will possess strong financial acumen, effectively manage revenue forecasts and margins, and proactively address potential client, staffing, or financial risks. This seasoned agency leader will often be the face of the Avalere Health brand at client organizations, operating with integrity, empathy, and respect.

Requirements

20 or more years of experience in marketing or marketing-related roles within the pharmaceutical industry.
Agency Account leadership experience required.
Experience leading books of business with yearly revenues of $25 million or more.
Experience leading teams of account management professionals at multiple levels of 10 people or more.

Nice To Haves

Experience in digital marketing and fully integrated marketing projects preferred.

Responsibilities

Provides strong, engaged leadership, effectively directs team members to meet expectations and accomplish organizational, team, and individual goals.
Establishes priorities on brands and contributes to team discussions and problem-solving.
Exhibits superior interpersonal skills to lead, motivate, and unify team and ensure a positive employee experience.
Develops team members through coaching, mentoring, performance management, and training and development.
Leadership and guidance of a team of VP Account leaders, strengthening and growing our next level leaders.
Is an organizational leader; highly refined, positive internal working relationships at all levels and within all Avalere Health groups.
Demonstrates success as an effective agency leader with the ability to drive both client and internal team initiatives.
A proactive and dynamic professional with strong business acumen, exceptional people skills, and high emotional intelligence.
Ability to act decisively with a strong sense of urgency and self-motivation rather than relying on external prompts.
Proven capability to lead clients and internal teams towards a unified vision, ensuring that strategic marketing plans and goals are achieved.
Deeply focused on business objectives with a robust understanding of brand and engagement metrics, as well as sales projections.
Strong grasp of the client’s business landscape, emphasizing strategic alignment between marketing efforts and business goals.
Exhibits mastery in leading positive client relationships in complex situations, resolving client issues and strengthening client engagement.
Builds and nurtures relationships at senior levels within the client organization through regular communication and leadership of quarterly business reviews.
Able to triage and manage the most sensitive client discussions, including those related to escalation issues.
Owns the final decision on agency recommendations and escalation discussions related to client relationship issues.
Knows how our client’s performance is measured and grounds agency solutions in what matters most to our clients.
Has deep knowledge of the pharma industry and understands and keeps pace with the issues and opportunities facing our clients’ businesses.
Possesses experience across all dimensions of marketing planning and budget development; contributes to annual brand planning with cross-functional team.
Has experience working with brands through all phases of the lifecycle, including strong pre-launch, disease education, and launch experience.
Provides strategic counsel to clients by solving specific client business problems and delivering recommendations that meets the client’s business needs and establish Avalere Health as a valued partner.
Ensure that insights, research, and data analytics are an integral part of our client counsel and recommendations which includes integrating our offerings and developing a strong cohesive narrative.
Works collaboratively with Strategy, Engagement, Creative, Scientific, and Digital leaders to ensure teams are working optimally to deliver solutions that are on strategy and meet the clients’ needs.
Responsible for forecast development of LOB accounts, and ensures accurate forecast updates monthly and quarterly.
Works collaboratively with Business Operations to ensure staffing plans are in place and team is ready to deliver for clients and deliver on forecast.
Attains and exceeds annual revenue plan for individual clients/brands within LOB by providing value and actively seeking new assignments and organic growth opportunities.
Ensures Client Services utilization targets are met, and addresses any underutilization or overutilization issues.
Works collaboratively with Talent Acquisition to recruit top Account talent and maintains a talent pipeline to support future growth.
Maintains regular and consistent communication with LOB leads across other functions to ensure collaborative growth.
Contributes to annual business planning.

Benefits

401K plan with an employer match contribution up to 4% (immediately vested)
Life insurance
Disability coverage
Medical, dental, and vision plans
Flexible working arrangements, including hybrid and remote work
Option to work from anywhere across the globe two weeks each year
20 vacation days plus one personal well-being day
9 public holidays recognized
Gifted end-of-year holidays
Early Summer Friday finish in June, July, and August
Free counseling through our employee assistance program
Personalized health support
Enhanced maternity, paternity, family leave, and fertility policies
Continuous opportunities to professionally develop with on-demand training, support, and global mobility opportunities across the business.