Director, Account Services (R1046113) in Murray Hill, NJ at IQVIA™

Date Posted: 10/3/2018

Job Snapshot

Job Description



Account Management

Job Title:  Director, Account Services

Summary

  • The Director, Account Services is responsible for overseeing overall book of business and ensuring client satisfaction across services and technology. 
  • The role has overall accountability for and authority over multiple accounts/teams to drive performance, profitability and ultimately growth.
  • Provides direction to Account Executives and working closely with peers across lines of business and supporting functions to ensure quality delivery of the business, client satisfaction, and achievement of budgeted revenue and margins; owns P&L.
  • Builds and cultivates positive client relationship at senior levels; acts as senior point of escalation for client concerns
  • Coaches, mentors, and develops team members
  • Provides guidance to Account Executives to ensure appropriate strategies are in place based on client business needs to drive client expansion and retention

Responsibilities

Strategy & Customer Experience (60%)

  • Aligns with Sales on Customer Segmentation and establishes appropriate engagement models
  • Develops methodologies and deploys frameworks to understand the customer experience, assess risk, and improve the customer journey.   Includes customer surveys, strategic touchpoints based on customer lifecycle, etc.
  • Provides inputs to Go To Market and Product teams to impart “Voice of the Customer” and help shape offerings development, marketing and communications
  • Takes ownership of assigned accounts, developing senior level client relationships, and crafting strategies to drive new business opportunities; owns P&L
  • Provides guidance to team regarding business delivery in line with client and management expectations, acting as point of escalation regarding any client satisfaction issues.
  • Takes command in crisis, instilling confidence in client, providing leadership to team, and driving resolution of issues

Business Delivery, Fiscal Management, and Team Leadership (40%)

  • Manages the business and P&L across clients through analysis of data, making timely and high-quality decisions to ensure achievement of financial targets and customer satisfaction goals
  • Works cross-functionally to implement best practices, scalable processes and tools to enable the organization to drive consistent customer experiences and to meet renewal and upsell targets.
  • Aligns existing customers to engagement models, assigns them to Account Teams, re-distributes workload as needed
  • Responsible for meeting cross-sell and upsell targets through identification of opportunities within existing accounts and collaboration with sales team
  • Identifies and oversees execution of key Customer Success initiatives, including communication  of strategies and results to clients
  • Provides leadership to team and demonstrates drive through the setting and achievement of high standards, despite obstacles or constraints; holds self and others accountable
  • Acts as a coach and mentor to foster growth and grooming of talent; identifies skill gaps and plans to address them
  • Drives vision and purpose; motivates others by maintaining and communicating a positive, yet realistic outlook to create an environment where people want to do their best
  • Effectively navigates internally to drive action needed to ensure client satisfaction

Education, Skills, Experience Desired

  • College Degree
  • Previous P&L responsibility
  • Demonstrated ability to drive growth
  • Familiarity with event planning/management
  • Experience with aggregate spend / transfer of value
  • Sound pharmaceutical, medical device or medical education industry experience
  • Proven leadership/supervisory experience demonstrating effective and fair management of people
  • Parallel  client service/account management experience in a technology-driven environment
  • International pharma experience a plus

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

Whatever your career goals, we are here to ensure you get there!

We invite you to join IQVIA™.”



Job ID: R1046113