客户服务中心总监

A BOLDSCIENCE, a Client Service Director (CSD) plays an integral role within the Client Services leadership team. They have a wealth of experience working within the medical communications industry and can lead and drive multiple accounts. As well as excellent project and client management skills, a CSD has a high level of scientific and strategic knowledge, enabling them to quickly become a trusted partner to clients. They possess leadership skills, strong customer service skills, good knowledge of data analysis, problem-solving, and organization skills. They are forward-thinking and always looking for new ideas and fresh approaches to push BOLD’s offering to the next level. They take the time to build relationships with the wider BOLDSCIENCE team (such as Scientific, Creative, Finance, and People Operations) and ensure that collaborations are successful. A CSD can expand their role outside of day-to-day account management and is visible across the wider Client Services & BOLDSCIENCE team.

DAY TO DAY RESPONSIBILITIES:

At BOLDSCIENCE, a CSD can apply high levels of scientific and industry expertise to function as a strategic partner to clients. They are responsible for tactical planning, financial management, resourcing, and driving both organic and new business opportunities. Some typical activities will include:

Client Management:

• Ability to manage relationships with clients to ensure they are satisfied with services provided. They can forward plan, knowing exactly when something needs to be changed/actioned

• Extensive experience working across a range of therapeutic areas, clients, and medical education tactics

• Provides onsite support for initiatives such as advisory boards, symposia, workshops, etc.

• Ability to apply a high level of scientific and commercial expertise gained through extensive knowledge and experience in the industry to function as a true client partner

• Provides strategic and operational direction to account teams

• Acts as a strategic and trusted partner as well as pushing and challenging our clients’ thinking

• Works in partnership with the scientific lead on accounts to develop and review client strategy and tactics and formulate a plan for agency execution

• Anticipates client needs and objectives with very minimal guidance

• Provides support to the account team on client discussions where appropriate. Is an escalation point for the team and helps to address and resolve client concerns related to account performance

• Implements and maintains quality standards, cost-efficiency, and best working practices alongside senior account team members

• Ability to identify potential client concerns and facilitate proactive intervention steps

Project Management:

• Effectively drives projects and delegates tasks to the team as appropriate. Leads by example and is always happy to have a hands-on approach to support their team

• Portfolio lead for strategic discussions and routine client/agency reviews, driving strategic and tactical organic growth

• Drives alignment across client teams, ensuring the highest standards are met and providing internal leadership of accounts and teams

• Holds regular team meetings to ensure that everyone is up to date, clear on actions, and can ask any questions

• Collaborates with the scientific team lead to ensure optimum level of resources to service account needs and pre-empt any resourcing challenges

• Is accountable in driving actions forward and is solution-focused to achieving company goals

• Reviews content and provide sign off on work, partnering with the scientific team leads

Financial Management:

• Overall responsibility for account financials and business unit KPIs

• Works closely with the VP, Client Services to set realistic revenue targets and ensure that BOLDs overall revenue target is achieved

• Responsible for account and business unit forecasting, working closely with the scientific lead to ensure all financials are accurate

• Consistently meets billability targets and ensures the same from line reports and wider team members

• Completes timesheets accurately on time and ensures the same from line reports and wider team members

• Maintains strong relationships with senior clients and procurement teams and supports with MSA negotiations

• Supports team in financial conversations with the client, including overall yearly budgeting, timely out-of-scope recovery, and billings

Business Development:

• Identifies and drives new business opportunities across new and existing clients

• Identifies opportunities for business growth, actively driving new business opportunities and leading in pitches

• Responsible for keeping abreast with key events and innovations in the industry

People Management:

• Manages resourcing needs across the team in conjunction with the VPs

• Manages and inputs into the career development of direct reports and their teams, closely reviewing goals and objectives

• Line manages multiple team members of varying levels, providing constructive and actionable feedback to team members

• Coaches and mentors others across the agency with the ability to adapt to get the best out of the BOLD team

• Forms excellent senior-level relationships and is a trusted partner to the Business Unit founder. Taking an active role in the senior client service leadership team

REQUIRED QUALIFICATIONS:

• Extensive experience working within the medical communications industry

• Proven ability to work across different therapy areas and project deliverables in a client-facing role. Leading and actioning projects within a fast-paced agency environment

• Experience driving organic growth on accounts and has been involved in new business

• Excellent understanding of the pharma and competitor landscape

• Extensive experience and knowledge within the medical communications industry

• Experience collaborating with different departments such as Scientific Services, Creative, Digital, etc.