Director of Account Management

Job Description

The Director of Account Management will support assigned clients in pharma and specialty services to ensure safe, sustainable delivery and effective use of biopharma therapeutics. This position is responsible for developing and maintaining customer relationships that drive revenue and expanding market share, as well as ensuring high customer satisfaction. This position supports the Vice President of Account Management in executing processes related to client management, communications, and daily tasks as needed. The Director of Account Management will be a physical presence in the eyes of the clients and the face of the company when interacting with existing and new clients.

A successful candidate will need to be articulate, organized, meticulous, and professional with a customer service focus. This position may require the ability to switch priorities quickly while maintaining the highest quality, so the ability to multi-task is critical. This role requires preparation and responsiveness, with the ability to meet each challenge with a self-starter approach.

Duties & Responsibilities:

• Develop and manage relationships with our customers.
• Maintain assigned key accounts and provide ongoing client support, including executive level strategic alignment.
• Effectively communicate with key clients to monitor client expectations and satisfaction.
• Create and conduct presentations and trainings for internal and external customers.
• Organically grow the profitability of customer portfolios to include additional products and revenue streams through price management, contract negotiations and loyalty.
• Achieve monthly targets and associated KPI’s as set out by the Vice President of Account Management.
• Achieve highest standards in customer excellence and adhere to customer complaints procedures wherever required.
• Work collaboratively with departments throughout the company, including, but not limited to, Supply Chain, Operations, Sales, Quality, Engineering, and Finance.
• Maintain a professional and reputable approach to all internal and external situations.
• Support Account Management team with order management and other functions when necessary.
• Effectively demonstrate detailed product knowledge and value of the product.
• Generate weekly, monthly, quarterly, and annual reports.
• Assist in annual budget and quarterly forecast activities.
• Assist in inventory reporting by maintaining inventory transactions.
• Proactively lead customer onboarding from contract execution through customer launch both internally with key team members and externally with the customer.
• Analyze data and statistics to make educated decisions with the customer’s and company’s best interests in mind.
• Supervise and/or coach other Account Management team members.
  
  

Qualifications/Experience:

• Bachelor's degree in business or relevant area of study.
• 5-7 years of account management experience.
• Experience with account management and/or customer service.
• Great work ethic and attitude; be solution driven as well as have flexible and strong interpersonal skills.
• Ability to work in a fast paced, team environment with project deadlines.
• Ability to integrate knowledge across disciplines to include operation/process flow and product function.
• Must be articulate, organized, detail-oriented, and have the ability to work independently and multi-task in a dynamic, fast-changing environment.
• Ability to communicate (verbal and written) effectively with clients and internal team members.
• High level of technical aptitude, critical thinking skills and innovative problem-solving skills.
• Intermediate Microsoft Office (Word, Excel, Access, PowerPoint etc.) skills.
• ERP and Power BI experience is a plus.
  
  

Travel:

Travel may be required (10% or less).

Physical Requirements:

While performing the duties of this job, candidate will be required to sit and walk around; use hands to finger, handle or feel objects, tools, or controls (some repetitive motion); and talk or hear. Also, occasionally will be required to stand, walk, reach with hands and arms, bend, stoop, kneel, and crouch and lift and/or move up to 40 pounds. Specific vision abilities required by this job include some close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tools & Equipment:

PC, printer, telephone, fax machine, copier, and other office equipment.

Environmental Factors:

Normal office and warehouse environment.

Equal Employment Opportunity Policy:

AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.