Team Lead

Team Lead, Client Services

Objective

The Team Lead of Client Services is responsible for the performance of their strategic business unit.  By establishing and maintaining a high standard for project delivery, the role will have a direct impact on sales and revenue growth - positioning MedSurvey as the leader for data collection services within healthcare market research.  This role will also contribute to conversations about direction and objectives for the business along with working across the organization to carry out initiatives that improve the overall quality of service and improve the efficiency of delivery within the project management team. 

Responsibilities will include but not limited to… 

• Work alongside other Team Leads of client services to support the development of a high performing team that consistently exceeds client expectations for project delivery
  • Provide input into job descriptions that set high standards and goals for project delivery
  • Actively empower people to do their best work and use good judgment while promoting a culture of transparency, constant learning, clear direction, accountability, bias for action, pushing boundaries, and learning through “failing fast”
  • Regularly provide feedback to team members that supports growth and development along with accountability for performance
  • Conduct thoughtful 360-degree annual reviews that accurately capture and communicate an individual’s performance along with clear direction on areas for improvement and next steps for growth within MedSurvey with the VP of Client Services
  • Consistently identify and provide opportunities for learning and development to the team
  • Actively support the positive well-being of the team and ensure people are taking at least 20 days off per year
    
    
• Own the business side of your team
  • Ensure all project administrative tasks meeting required timelines: Pre-Billing (before launch), client invoicing (with 5 business days of completion), PO’s (before partner starts work), and partner invoicing (within 5 business days of completion)
  • Accurately track and report on project management KPIs (e.g., error rate, project administration, etc) and performance across the business
  • Maintain a clear understanding of the “numbers” for your department and help to accurately forecast resource needs throughout the year
  • Ensure the aggregated delta for gross margin between the point of sale and final invoiced amounts is on the positive side across all research types
    
    
• Ensure your team owns the successful delivery of projects from start to finish
  • Lead internal and external kick-off meetings to ensure consistent understanding across all stakeholders of project scope and expectations
  • Oversee and lead the successful delivery of projects - ensuring customer and business needs are met or exceeded (margin management, risk management, delivery process, project dependencies and milestones, communication). 
  • Provide thoughtful and impactful project updates that proactively address customer needs and questions
  • Take ownership of and proactively address challenges and difficult situations with honest and transparent conversations while providing a solutions-oriented approach to resolve them.  
  • Build and execute effective partner strategies to complete projects on time, within budget, with high quality, and meeting or exceeding key project metrics
  • Effectively communicate with and update partners to ensure successful project delivery
  • Effectively use all MedSurvey tools and resources as needed for project delivery
  • Democratize important lessons learned from project performance to support the successful delivery of future projects
    
    
• Provide excellent client service
  • Ensure all projects and clients are properly resourced with the right project managers based on client needs and project manager skill set
  • Be a consultative partner by leveraging your knowledge of healthcare market research data collection, customer needs, and MedSurvey’s capabilities.
  • Maintain a strong understanding of the insights industry as it relates to project delivery, sample management, and other key trends that will help MedSurvey meet or exceed customer needs
  • Partner with sales to support current and new business growth by providing input into pricing and new opportunities to meet or exceed customer needs 
  • Effectively communicate with customers across all medians that build and deepen positive customer relationships
  • Effectively resolve issues by supporting the team in developing win-win solutions
  • Make it easy for customers to do business with MedSurvey while also successfully balancing the needs of the business

• Contribute to MedSurvey’s business growth by being a valuable member of the management team
  • Proactively identity and share opportunities to improve efficiency and performance in project delivery
  • Be a positive example in promoting a strong team environment by building and maintaining positive relationships across the organization.
  • Actively engage in healthy debate that challenges established thinking and provides a different point-of-view to ensure the management team lands on the best decision
  • Provide thoughtful input and feedback on business objectives
  • Be an advocate for your team and department across the business
  • Be an advocate across the business and agreed decisions within your team
    
    

Qualifications

• 7 years of experience in healthcare market research
• Strong understanding of and experience in market research delivery and operations
• Outstanding, impactful, and effective verbal and written communication skills
• Ability to effectively listen to and understand different perspectives
• Results-oriented, customer-centric mindset with great attention to detail
• Ability to bring an entrepreneurial mindset to project delivery, think creatively to solve problems, and fail fast trying new approaches
• Strong follow-through, time management, and multi-tasking skills.  
• Ability to analyze, understand, and interpret data as it relates to project delivery and performance
• Ability to build positive and strong relationships with customers and across the organization
• A strong ability to empathize with others
• A passion for helping others grow and succeed in their role
• A passion for curiosity and learning and a drive to succeed
• Ability to manage complex challenges and address them head-on
• Inspired by setting stretch goals and putting in the work to achieve them
• Ability to travel as necessary to meet clients and attend industry events