Associate Director, Client Services

Overview

POSITION SUMMARY:

Accountable for leading, planning, and executing client deliverables. This includes business continuity, and process and cost improvement initiatives. The Associate Director plans and directs schedules, monitors client budget and resource planning.  Interacts with appropriate stakeholders across each cross functional area and escalates risk related client issues to the Director, Sr. Director or VP, Client Services.

The Associate Director is responsible for overseeing their assigned Account Managers who act as the primary interface between Knipper, the Client Services Department, and assigned clients.  The Associate Director has overall responsibility for and should assist their Account Managers with the management of client relationships, client satisfaction, and retention while providing direction on program solutions, implementation, and management to both their direct reports and the client. The Associate Director will create and maintain relationships with internal and external stakeholders and continuously identify new opportunities to enhance efficiencies while maintaining compliance.  The Associate Director will monitor and assist the Account Manager(s), to ensure all client deliverables are met across their assigned POD. 

Responsibilities

KEY RESPONSIBILITIES:

• People and Resource Management Responsibilities

  • Manages and monitors project progress on a continual basis, identifying resources, timeline, and budget risks
  • Monitor Time and Material transactions
  • Ensures that communication between the team and other functional areas is handled in an efficient, effective manner to ensure a stable work environment and stable client communications
  • Leads a Professional Services Team responsible for providing professional/client services to an assigned list of client accounts
  • Carry out management responsibilities in accordance with the company’s policies and applicable laws
  • Responsibilities include; interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; motivating, developing and disciplining employees; addressing complaints and resolving conflicts
  • Responsible for communicating company vision and objectives in order to drive desired changes

   

  Strategic Client Relationship Responsibilities

   

  • Keep abreast of the status of client programs. Includes high-level variance tracking of schedule and budget and understanding of allocated resources
  • Provides senior level oversight of smaller accounts as identified by the Director and/or VP, Professional Services
  • Provides oversight and guidance to the team on the QBR process

   

  Account Management Responsibilities

  • Maintain productivity and efficiency for the client programs, while ensuring all work is completed accurately and within the confines of the Statement of Work (SOW), client business rules/deadlines, internal Standard Operating Requirements (SOPs) and PDMA Regulations.
  • Works proactively with the team and functional managers to achieve timely resolution of any issues that impact client deliverables and achieving project objectives
  • Ensure the entire Client Services Business Team works within existing client Business Rules.
  • Provide account oversight to client teams without an assigned Account Manager
  • Evaluate program business rules and internal processes to gain efficiency, close gaps, and identify opportunities for additional offerings. 
  • Build strong and productive relationships with other departments and functions to ensure the best work product and efficiency
  • Update Directors, Sr. Directors, VP on key program activities, staffing concerns, health of client relationships, and progress toward defined goals
  • Assist with troubleshooting and resolving system/process issues.
  • Work with the appropriate Client Service Business Team to recruit, select, and review staff contributors.
  • Directly supervise Account Managers and assist Account Manager in supervising direct reports (Program Managers and Analysts).
  • Responsible for preparation, distribution, and review of annual performance reviews.
  • Participate in client audits as necessary.

   

   

  Program Management Responsibilities

  • Establishes and maintains transparency of project activities and status through the development and maintenance of key project documentation, including tracking of performance against planned project activities and deliverables
  • Exhibits excellent judgment as to when and how to elevate an issue to senior management identifying risks and or to assist in resolutions
  • Schedule and/or participate in client and internal meetings, as needed.
  • Initiate internal Quality Events (QE) and provide necessary and timely follow-up.
  • Monitor budgetary requirements when implementing new programs and maintaining existing programs.
  • Create sample/PDMA training, new sales presentations, and kickoff meeting slide decks to present to clients and salesforces, as required.
  • Present System demos to current clients and prospective clients, as required.
  • Create client business review presentations/charts and present same.
  • Review and approve client invoicing.

   

   

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

MINIMUM JOB REQUIREMENTS:

Education/Training:  Bachelor’s Degree, preferably in a Business discipline.  Equivalent certificate training or experience may be considered.

Business Experience:  Approximately three to five years’ management experience in a pharmaceutical, finance, business or customer service environment, with related operational knowledge and demonstrated success in managing teams, implementing projects and interacting and collaborating with internal and external stakeholders, including but not limited to Software Engineering/IT, Finance, Project Management Office (PMO).   Proven ability to supervise individuals and teams is critical.

Knowledge and understanding of the Prescription Drug Marketing Act (PDMA) preferred. 

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to comprehend array of needs and priorities of client
• Strong Leadership and interpersonal skills required to partner with customers, suppliers, and stakeholders
• Strong analytical skills and the ability to make sound data-based decisions
• Exceptional interpersonal and communication skills (verbal and written)
• Exceptional customer service skills
• Ability to use sound judgment, remain flexible, maintain professionalism, and re-establish priorities in a deadline-driven environment
• Strong analytical and trending skills with the ability to trouble-shoot, problem-solve and formulate recommendations for solutions
• Time management skills with aptitude to multitask across various clients, projects and internal departments with changing priorities
• Ability to handle high pressure situations
• Proficiency and working knowledge of MS Office Excel, Word, Outlook and Power-Point
• Experience preferred in advanced office applications, SFA platforms, CRM and collaboration, and project management software
• Ability to work in a team environment and independently with all levels of the organization
• Strong presentation and meeting facilitation skills via Teams or similar service and face-to-face
• Assignment of resources
• Comprehension of company goals and priorities
• Training

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.