客户服务中心副总裁

A BOLDSCIENCE Vice President (VP), Client Services plays an active role on the Client Services leadership team, helping to shape and drive the company values and strategy. They are a proven leader who can quickly get up to speed, be hands-on with client work, and navigate the wider business. As well as being a hands-on leader across multiple global accounts, a VP will also have an exceptional understanding of the wider business and a range of operational responsibilities, including forecasting, resourcing, recruitment, new business, and leading global teams. They have a people-centered approach, always putting their team and clients first, calm under pressure, and always willing to roll up their sleeves to ensure their team is supported. A VP is an innovator; they are always on the lookout for new ideas to improve BOLD’s service offering and operational efficiencies and ensure our clients stand out in the crowd. They are confident with new business (both new and organic) and are eager and hungry to play a part in BOLD’s growth.

DAY TO DAY RESPONSIBILITIES:

At BOLDSCIENCE, a VP, Client Services is a global leader playing a vital role in managing the Client Services team and has responsibilities across the wider BOLDSCIENCE business. They are a hands-on strategic partner to clients, are responsible for tactical planning, financial management, and resourcing, and play an active role in driving new business. Some typical activities will include:

Client Management:

• With their high level of scientific and commercial expertise, they can quickly get up to speed on new clients and therapy areas. Forging strong relationships with clients to become a trusted partner

• Extensive experience working across a range of therapeutic areas, clients, medical education tactics, and all parts of the product lifecycle

• They are forward-thinking, moving actions forward at pace, and can foresee challenges before they arise. Anticipating client needs and identifying potential client concerns

• Provide strategic leadership and operational direction to their account teams. They are a positive problem solver. Never shying away from an issue or challenge, they will work with their team to ensure that problems are dealt with quickly and proactively

• Ability to handle difficult conversations with the client while maintaining a positive relationship and providing positive advice

• A strategic and trusted partner to clients, constantly looking for new ideas to push and challenge their thinking and approach. They have their finger on the pulse of key industry trends and are always looking for ways that BOLD and our clients can stand out

• Work in partnership with the Client Service and Scientific Leads on accounts to develop and review client strategy and tactics

• They will draw on the expertise of the wider team where necessary and have a good network across BOLDSCIENCE to know who to liaise with

• Implement and maintain quality standards, cost efficiency, and best working practices alongside senior account team members

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

Project Management:

• Effectively drives projects and accounts. Directing and delegating tasks to the team as appropriate. Leads by example with a hands-on, flexible approach to support their team

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

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

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

• In collaboration with the Scientific Team Lead to ensure the 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

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

Financial Management:

• Overall responsibility for account financials and business unit key performance indicators, ensuring that forecast and account targets are met

• Ensures that the Chief Operating Officer and Finance team are kept up to date on account financials, flagging any financial concerns or concerns to the account as a whole

• Ensures their team members are strong financial managers, constantly on top of financials. Their team follows best practice financials and VP will guide and support where necessary with budgets, forecasts, etc.

• Responsible for account and business unit forecasting, working closely with their team and the Scientific Lead to ensure all financials are accurate and up to date

• Ensures that their team is always on top of the account financials

• 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

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

Business Development:

• Hunger for new business and desire to get involved to drive BOLDSCIENCE business forward

• Play a hands-on role with the BOLDSCIENCE Founders to identify and drive new business. Leading with pitches and proposal creation

• Through their relationships and network, they can proactively identify opportunities for business growth

People Management:

• Is a calm and positive leader across the Client Services team; they lead by example and are always on hand to offer support and advice to their team

• Manages and supports the junior team with resourcing needs and People Operations matters

• Manages a global account team with employees across UK and US. They take the time to coach and mentor their wider team, ensuring regular check-ins. They are aware of cultural differences across regions and the differences in employment laws

• Line manages several team members of varying levels. Inputting into their career development, providing constructive actional feedback, and ensuring regular check-ins are held to review goals and objectives

• Forms excellent senior-level relationships with all the BOLDSCIENCE Founders

• Participates in interviewing and company-wide resourcing discussions resourcing

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

• 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.

• Able to lead a team effectively, including line management responsibilities and mentoring

• Experienced financial management, including budgets and forecasting

• Advanced degree preferred in science, pharmacology, or medicine with the ability to apply high levels of scientific knowledge