Senior Account Manager

The role

The Senior Account Manager acts as a key relationship manager with client stakeholders and should aim to develop a deep understanding of the client’s business, priorities, and strategies.

Works directly with clients and staff to oversee portfolio of work, including budgets and briefs from start to completion as well as other projects for our clients, and ensures that project goals and objectives are met within the agreed upon time, scope, budget, and resource requirements. 

Responsibilities

• Oversee briefs from start to completion, ensuring quality at every stage 
• Manage the client relationship, assessing needs, making recommendations and managing budget and timeline 
• Be the central conduit for all project communication and status updates in collaboration with Project Managers 
• Interact with internal teams as well as external print and production vendors to oversee project delivery from start to completion 
• Use creativity to solve client communications challenges, resolve service delivery issues and improve productivity 
• Identify and troubleshoot technological bottlenecks in workflow and/or asset management systems 
• Work closely with the internal teams to ensure designs are branded properly and meet the highest quality standards 
• Resolve issues escalated by the client and communicate significant issues to the Director 
• Use feedback from monthly and quarterly client meetings to meet client expectations
• Advise customers as to potential benefits, features, and capabilities of new or revised services and service enhancements 
• Build relationships with end users; manage their perception and expectations 
• Accurately quote all jobs and keep the client updated regularly with any additional costs. Invoice all projects on final delivery 
• Be accountable for overall financial performance of projects against budget. Assist department and clients with budgeting process 
• Assist in preparing and reviewing the monthly invoices 
• Follow up with clients on overdue invoices 
• Meet monthly financial duties as part of the month-end accounting process 
• Forecast monthly results 
• Develop and analyze the monthly performance and progress reports, including expense management and achievement of financial targets 
• Provide valuable input for monthly and quarterly client meetings; preparing data/content and be able to present to Senior Client Sponsors 
• Assist Director with KPI reporting 
• Ensure contract, pro-forma and other internal controls compliance 
• Understand site financial targets, analyze trends, identify shortfalls, and help to create action plans to recover revenue or cut expense 
• Act as the initial escalation point for client 
• Develop, mentor and train Account Coordinators & Account Managers 
• Seek opportunities to expand services with the client 
• Maintain close contact with Client Services team who are also on the same account and provide input into Account Plans 

Skills and Experience required

• 4+ years of experience in handling client briefs from start to completion 
• A Bachelor’s degree in Marketing, Media, Design, Sociology degree or equivalent. A combination of education and work experience can be substituted 
• Experience with digital pharmaceutical promotional marketing and field force sales enablement tools is strongly preferred 
• Understanding of production processes and the essentials of a good brief 
• Excellent customer service skills 
• Excellent written and verbal skills 
• Excellent understanding of cash flow 
• Be highly organized, detail-oriented and be able to multitask and prioritize workload
• Previous experience with project management applications 
• Solid understanding of the Microsoft Office suite 
• Understand the client billing process