Client Service (Account) Director

Citrus Health Group is a new type of agency that brings an empathetic patient focus to the new product commercialization process. Citrus creates hand-picked teams that provide clients with scientific, clinical, pharmacologic, evidence-generation, pricing and reimbursement, market access, affordability, and patient support expertise and experience in their time of need. Client teams are built with the talented experts from Citrus Scientific, Citrus Commercialization and Access, and Citrus Engage, who function as a fluid, agile, and highly energized team.

We are passionate about science; our focus is to effectively communicate science in compelling and engaging ways to drive true value and enable patients to gain access to new medicines. We do so with the highest level of integrity and respect for the ethical nature of our business.

We invite you to join our talented team of dedicated professionals, working closely together to provide the services our clients need, at the time they need them. We are driven by one word, RESPECT. We respect each other, we respect our clients, and we respect the professionals we work with on behalf of our clients. We value every team member and strive for an inclusive and collaborative culture that fosters the best in everyone.

About The Opportunity

The Client Service Director is responsible for managing and developing existing medical communication client accounts, client portfolios, and therapeutic areas to their full potential, achieving the forecast for their accounts, and identifying and securing new business opportunities. The Client Service Director role requires a developed strategic and analytical mindset as well as broad, in-depth market, client and category experience across a variety of therapeutic areas. With a strong focus on developing strong client relationships, they will partner with clients acting as an extension of their own teams.

Responsibilities

Build and maintain strong client relationships and oversee and manage the account team to ensure high-quality and timely deliverables. Support team members while leading collaboration on the development of project proposals and budgets. Support business development and grow existing accounts. In close partnership with Citrus leadership, foster a collaborative team environment in pursuit of producing high quality and innovative solutions to client needs. Monitor and implement developing industry best practices. Leverage a strong understanding of revenue generation and business metrics to contribute actively to Citrus profitability. 

Strategic Account Services: Leading all aspects of account management 

• Lead and support strategic publication and medical communication planning initiatives 
• Continuously offer strategic and innovative ideas to support in achieving client and team objectives 
• Establish and support cross-functional teams to meet client needs 
• Develop, present, and sell high-quality deliverables 
• Ensure timely delivery of products and services to clients 
• Develop project proposals and budgets with internal teams 
• Review all major deliverables to ensure quality standards and ensure client expectations are met 
• Keep leadership informed of critical client and project updates and concerns 
• Facilitate communication between team members and clients as necessary to maintain strong relationships and effective account management 

Client Management: Manage successful client relationships 

• Manage the financial aspects of client relationships including compliance to contracts, statements of work, purchase orders, invoices, forecasting, and reporting in partnership with the project manager 
• Prepare strategic and tactical plans for each client and individual project plans as needed 
• Attend and lead aspects of regular client status meetings, new project kick-offs, and debrief meetings; communicate key learnings to client and internal team 
• Regularly review projects reports and alert client of changes in scope and cost impact  
• Travel for client meetings and other events as needed 

Team Leadership: Deliver effective management and support to team members 

• Lead the account team, providing support on client relationships and project deliverables to ensure efficiency and strong client return 
• Foster and develop collaboration between teams  
• Resolve conflicts and celebrate successes 
• Set clear team priorities and explain client/program goals, objectives, and strategies to define success 
• Be a positive force for enhancing organizational culture and strong internal communications 
• Foster collaboration between teams to ensure innovative solutions to client needs 
• Mentor, train, and coach team members to facilitate continued growth and development 
• Responsible for the management of 1-2 direct reports; including continuous performance feedback, collaborative goal setting, timely performance reviews, etc. 

External Communications: Communicate effectively with clients 

• Where appropriate and necessary, communicate with authors and/or clients concerning project support issues and changes 
• Actively participate in client presentations, selling, and communicating Citrus point of view and expertise 
• Regularly update all stakeholders on project status 
• Support project team in proactively anticipating, addressing, and responding to author/client requests 
• Take a leadership role in fostering team communications 
• Identify and nurture new business opportunities 

Qualifications

• Qualified applicants will have at least five (5) years of experience in the medical communications industry
• Expert level knowledge regarding activities in medical publication accounts and medical communications tactics required
• Understanding of market dynamics, scientific information, clinical and preclinical data preferred
• BS or BA degree in business, life sciences, communications or related discipline
• Excellent time management and project management skills as demonstrated by management of very large and/or multiple projects at a given time, meeting deadlines and maintaining budgets
• Ability to provide management direction and developmental support to direct reports; provide challenging and stretching assignments; delegate tasks to empower others; share ownership and visibility 
• Proficiency in Microsoft Suite; especially Microsoft PowerPoint, with the ability to produce well-designed and effective decks 
• Effective leadership skills with a strong focus on account services, strategic medical communications, and business processes 
• A well-defined sense of diplomacy, including negotiation, conflict resolution, and people management skills 
• Effective attention to detail and accuracy 
• Ability to identify key issues; creatively and strategically overcome challenges
• High level of integrity, confidentiality and accountability 
• Ability to think analytically and to effectively plan, prioritize, and execute 
• Expert verbal and written communication skills 
• Expert presentation and persuasion skills 
• Ability to travel as necessary (<10%)

The estimated salary for this position and similar roles Citrus may consider for applicants ranges from $125,000 to $150,000 per year. This is the approximate pay range that Citrus anticipates it will pay for this and similar positions at the time of this posting. Citrus is committed to offering fair and competitive pay for all employees; consistent with applicable law, final compensation will be determined based on the applicant's skills, qualifications, and experience, along with the position's requirements. Citrus reserves the right to modify this pay range at any time.

Citrus Health Group is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender expression and identity, disability, genetic information, veteran status, military status, application for military service, or any other class protected by state or federal law.