Overview
The Account Manager (AM) is responsible for account management, client relations, account strategy and people management. The AM is expected to make sound operational decisions, and has a mid-level responsibility for contributing to the overall success of the company. The AM reports to the Account Director and supervises the work of more junior team members.
Objectives of this Role
Primary
- Responsible for the development and execution of clinical trial education/recruitment programs and/or medical communications and/or CHE
- Develop client relationships; manage direct client interaction
- Develop, manage and adhere to budgets
Secondary
- Supervise project work completed by junior staff, and ensure senior staff receive regular project updates
- Pursue opportunities to participate in internal committees and planning of company initiatives
Responsibilities
Business Development
- Undertaking to learn more about clients in a structured manner to better understand their goals and business strategies
- Remain alert to opportunities to provide additional services and expand current mandates, and communicate these to senior staff
- Exploring opportunities to further develop business with clients, in conjunction with other team members
- Contribute to business development activities through research, brainstorming, program and proposal writing, presenting and developing contacts
- With support, undertake business development projects to enhance the business model, e.g., the development of a new capability or offering
- Present credentials at informal meetings
- Understanding business plan and contribute to the execution of the plan
Consulting
- Learn the basic principles of strategy and apply strategic thinking to own work
- Development and implementation of clinical research programs: develop communications pieces as they relate to new business pitches, client mandates, etc.
- Manage supplier relationships including implementation of Requests for Proposal and subsequent analysis of proposals. In conjunction with senior management, make recommendations to the client on appropriate vendors for a particular project
- Serve as day-to-day manager for client on accounts
- Lead on medium-sized, predefined programs, establishing position as key client contact, and ensure delivery on time, on budget and to a high standard of quality
- Flex style to different client styles and needs
- Understand client needs and constraints in order to offer achievable solutions
- Attend and contribute to client meetings; Conduct client meetings/teleconferences in absence of senior team members, where appropriate
- Ensure appropriate client contact by junior team members
- Discuss and refine project briefs with the client
- Lead tactical implementation of programs
- Ensure quality control for own work and that for the overall programs, as appropriate
- Proactively identify client needs and employ expertise from within the team and across the network to meet them, as appropriate
- Understanding of ICH GCP, privacy legislation, Rx&D guidelines, and other local and international regulations relating to industry that allows for high quality and compliant management of projects
- Work with senior team members to manage client expectations and evaluate programs
General/Fiscal
- Develop, manage and adhere to budgets
- Prepare invoices
- Pursue opportunities to participate in internal committees and planning of company initiatives
- Continuously seek to improve personal areas of expertise
- Take responsibility for own personal and professional development
- Remain actively informed about the client roster, full service offering and areas of expertise
- Leadership
- Keep internal and external account team members up to date on account status
- Supervise project work completed by junior staff, and ensure senior staff receive regular project updates
- Provide guidance and coaching to junior staff within the group
- Identify and pursue opportunities to collaborate with other practice groups and companies within the network
- Participate in recruitment efforts as required
- Provide and act on constructive feedback
Core Skills
Business Development
- Intermediate skills in new business development; work with team members to identify and capitalize on business opportunities
- Capable of establishing contacts in client organization and within the industry
- Capable of learning and applying business development skills
- Able to identifies opportunities to expand existing client mandates and new opportunities to grow the business, including new clients and mandates
- Able to proactively expand and nurture network of existing and potential new clients
- Identifies innovative strategies to grow the business
- Leads presentations of the company's credentials at formal/informal client meetings
- Is actively involved in the development and review of the business plan
Consulting
- Can successfully manage the client‐consultant relationship
- Ability to identify and assess the needs of clients and their service requirements
- Ability to establish client service objectives and create a plan to fulfill these objectives
- Can identify, communicate about and propose solutions for any client service problems that may arise
- Ability to manage day‐to‐day accounts, from mandate definition to budget development and through to invoicing, ensuring timely delivery to client deadlines
- Ability to adapt to different client styles and needs
- Ability to influence and negotiate with clients, key opinion leaders, suppliers and colleagues
- Can offer experience‐based counsel to clients in many different situations
- Ability to manage relationships with suppliers and partners on the company and client’s behalf
General/Fiscal
- Can manage accounts to high standards of service, on time, on strategy and within budget limits
- Able to develop, track and adhere to budgets
- Good understanding of invoicing process and able to review and approve invoices
- Can communicate clearly to team members all time and budget guidelines
Technical
- Proficiency in writing and editing documents
- Ability to proofread material with a high degree of accuracy
- Ability to prepare internal and client correspondence, briefing documents, meeting agendas, draft presentations, and minutes with minimal supervision
- Strong analytical capabilities
- Ability to do background research and provide critical analysis of technical and scientific documents
- Ability to develop multi‐channeled communication programs
- Intermediate presentation and facilitation skills
- Proficient in a range of computer applications, including the MS Office Suite
- Capable of learning and applying business development skills
Critical Behaviours
- Share innovative ideas with the account team
- Seek out opportunities to learn new skills or gain new experiences
- Contribute to creating a learning culture by coaching peers and junior members of the team
- Deal with conflict directly and respectfully
- Act as a team player by supporting your account team to ensure all deliverables are met
- Advocates for colleagues by being an upstander
- Understand client expectations and scale time and effort accordingly
- Deliver projects efficiently, leveraging existing work wherever possible
- Suggest ways of making project delivery more impactful or efficient
- Remains resolute and calm when faced with challenges or seemingly inadequate resources
- Identifies unique ways of creating value and encourages others to employ their curiosity and imagination
- Regularly combines natural curiosity and gut intuition with sound analysis and reasoning to strengthen our "organizational forecasting ability"
- Creates a friendly and inclusive work environment when faced with changes in direction or deadlines
Requirements
- University degree
- At least 4 years of work experience, including 2+ years in clinical research or a relevant field
- Strong network of contacts in the clinical research industry or relevant industry
- Knowledge of the biotechnology, pharmaceutical, and medical device industries, and familiarity with current issues that may impact the operations of the company or its clients
- Intermediate writing (as assessed at interview using writing tests) and presentation skills
- Network of contacts in clinical research industry, suppliers for clinical research services, pharmaceutical or relevant field
- Excellent interpersonal and team work skills
- Demonstrated leadership abilities
- French written and oral communication skills an asset
- Able to travel as client mandates dictate
Benefits
As well as the basic salary, great social events and a culture of continual learning, our competitive benefits package* include:
- Paid vacation
- Paid sabbaticals after 5 years’ service.
- Sun Life benefits
- An annual ‘wellness’ benefit
*Benefits are contingent on successful completion of the probation period. Benefits may vary based on location (country).