VP, Account Services

Synchrony Group•West Chester, PA

1d•Hybrid

About The Position

The Vice President (VP), Account Services, has primary responsibility for Account Services activities for assigned clients, including developing and executing strategies to grow revenue that meets and exceeds assigned objectives, including client satisfaction, development and retention. This individual leads internal cross-functional core teams and clients on the strategic and tactical plan, design, and execution of innovative multichannel pharmaceutical medical marketing communications initiatives. The VP, Account Services has primary responsibility for assigned Accounts Services employee recruitment, mentorship, and retention. In addition, the VP, Account Services is required to personally understand client challenges and lead internal and external core teams to conceptualize, design, and deliver novel solutions for clients’ needs in a manner consistent with the values and reputation of Synchrony. Accountabilities include assigned client relationship development and satisfaction, core team leadership, new business development, and overall strategy, development, and execution of assigned business.

Requirements

Bachelor's degree required; MBA or advanced degree preferred
Minimum 10 years’ agency experience in pharmaceutical medical communications and account services
Demonstrated history of successful management of 5+ million dollars of fee/year specific to a pharmaceutical medical communications agency
Experience managing and mentoring Account Services personnel
Ability to attend and conduct virtual or in-person presentations
Significant communication with clients and internal teams, including many presentations
Ability to travel as client needs require (e.g., client meetings, congress meetings, sales meetings)
Ability to commit to extra and/or nontraditional hours as client needs require

Nice To Haves

MBA or advanced degree preferred

Responsibilities

Establish and lead cross-functional teams in concept and execution of marketing activities, including a focus on digital and social media channels, for assigned client accounts
Monitor and manage assigned activities to ensure timely delivery of the highest-quality products and services within budget
Foster and develop collaboration between departments, internal groups, and individuals to ensure innovative and collaborative solutions to client needs
Lead internal cross-functional core teams and clients on the strategic and tactical plan, design, and execution of event marketing, medical communications, and medical education initiatives
Serve as primary client contact for assigned accounts, including day-to-day account management and issues resolution, providing exemplary customer service that represents corporate values
Develop and nurture client relationships on assigned accounts to ensure continuous collaboration on issue mitigation and new business opportunities
Keep client and product strategy to the forefront of all project discussions, both internal and external, and make related recommendations as needed
Review all material to ensure adherence to agreed client and product strategy
Represents the executive team to communicate and support our corporate vision, values, culture, and brand as well as corporate objectives, policies, and processes
Work with internal team to ensure it is meeting its goals and objectives while adhering to corporate values
Oversee financial aspects of client relationship, including compliance to contract/agreements, statements of work, purchase orders, invoices, and receivables
Develop and defend client statements of work (SOW)/scope details with input from core team members involved in project execution
Develop strategic/creative briefs for all projects, obtaining client agreement, and clearly communicate vision and expectations to the core team
Oversee forecasting and reporting for all assigned client accounts
Ensure team compliance with client contracts, timelines, and budgets
Manage, mentor, and develop assigned agency personnel
Review all major deliverables to ensure quality standards and client expectations are met
Attend and lead aspects of weekly client status, new project kick-offs, and project debriefs post-completion
Attend client meetings, congresses, and communicate key learnings to team and client
Actively participate in client presentations, selling and defending the agency's point of view
Perform client core team responsibilities as needed
Proactively help team members carry out tasks
Agree and communicate roles and responsibilities of the client core teams
Onboard, train, mentor, and support team members
Remain aware of and attentive to daily organizational tasks to ensure team and operational effectiveness
Work with team members and managers to support work resourcing, prioritization, productivity, and quality
Work with team members and managers on issue resolution when needed
Define, communicate, enforce, and support operational processes
Manage individual team members; allocate and prioritize resources and workflow
Ensure all client core teams are assigned and effective
Ensure all client jobs are resourced and appropriately prioritized
Monitor progress and adjust appropriately
Foster and develop collaboration among core team members to ensure innovative solutions to client needs
Provide ongoing guidance regarding product strategy, decision making, and project planning
Intervene on behalf of client core teams if issues arise, such as: client issues, partner issues, quality assurance, resourcing, budget issues, changes in scope
Assist leadership with the design and implementation of strategies and cross-selling initiatives
Lead strategic and tactical planning initiatives for assigned accounts according to client-defined financial calendars to secure ongoing business
Ensure that existing client revenue goals are achieved
Lead assigned business development opportunities and initiatives required to increase revenue to meet and exceed company goals
Actively seek new business opportunities within current clients according to strategic goals and objectives
Lead teams and resources to create and submit RFPs and proposals for prospective/new clients
Provide Synchrony Group cross-selling, new business development, and revenue growth for both new and existing clients
Monitor industry and therapeutic area and best practices and advances to ensure that Synchrony and our clients are at the cutting edge or leading the field
Lead and support key internal committees pertaining to Account Services and new business development
Represent the organization in an appropriate manner
Be a positive force for enhancing the work culture, consensus-building, and internal communications
Facilitate communication between team members and clients necessary to maintain strong relationships and effective account management
Resolve conflict and celebrate success; set clear team priorities; explain client/brand objectives and strategies; define success in terms of the whole team
Keep senior management apprised of critical client concerns and opportunities
Keep senior management apprised of critical internal issues, concerns, and opportunities