Account Director (Remote)

Job Overview:

The Account Director is responsible for developing, maintaining, and expanding client relationships while overseeing the operations of assigned programs, which includes ensuring the performance of PSS operations staff through service delivery, customer service, and operational efficiencies. This includes leading the strategic functions of PSS programs, identifying client needs, and serving as a consultative advisor to clients on market access strategy, reimbursement, patient assistance and other programs offered by the business. The Account Director also is responsible for maintaining and securing additional business for the business, which includes providing subject matter expertise, writing proposals, participating in calls and sales pitches, and other activities. The Account Director shares the responsibility for active leadership of the business and may be assigned other activities. The Account Director is responsible for managing the performance of Program Managers, Service Delivery.

  Essential Job Duties:

                                                                 Establish, maintain and build strong business relationships with clients. Assess major client needs and challenges and provide strategic guidance. Recommend CMA engagements and partner with internal stakeholders to implement solutions that meet clients’ overall strategic objectives. Identify and secure new business and new clients. Assist in growing new market niches and creating new services and line extensions. Work with Sales and Marketing, Consulting, and other key stakeholders to define new projects and programs, and market CMA services to existing and potential clients. Write and review major proposals to ensure that they effectively present the business’s capabilities. Direct PSS staff to ensure effective program operation and service delivery. Manage programs for profitability in coordination with other groups to ensure that financial and operational targets are met and that evolving client needs are identified and addressed. Recruit, direct, and evaluate managers. Spearhead the evaluation process, ensure performance in key areas, and address personnel issues. Help them gain personal commitment and professional skills needed to perform optimally and to sustain professional success. Assess job performance and provide regular feedback. Serve as a coach for improving skills related to people management, operational strategy and issue resolution. Enhance employee morale, promote positive employee relations and create a positive culture within the business.   As appropriate, serve as a mentor to other management and junior operations staff. Oversee the work of managers and other staff to prepare client deliverables, develop and implement project plans, staffing plans, and budgets. Ensure that recommendations meet client requirements, client metrics, expected operating margin, and revenue goals. Review and approve major client deliverables. Continue to grow market access knowledge. Stay abreast of industry trends. Understand legal regulations that impact the business and funnel competitive intelligence to the Growth Strategy Group, as appropriate. Participate in the overall PSS strategic planning process, as requested. Set and maintain a standard of personal behavior and business ethics that brings credit to the business. Share client perspective with key internal stakeholders to inform and align strategy with client expectations. Ensure PSS staff delivers solutions that maintain or improve customer service, technical expertise, quality of work and efficiency across programs. Manage programs for profitability. Review internal revenue forecasts and work with key stakeholders to ensure program needs are met. Identify and implement process improvements to resolve budget issues, maintain appropriate contribution margins (CMs) and drive efficiency. Ensure that programs are meeting established customer service and quality standards. Engage with appropriate staff to ensure adherence to industry regulatory and privacy requirements. Other duties as assigned. Education/Qualifications:Minimum Required:

The Account Director will hold a Bachelor’s or graduate degree (preferred) in business, management, public health, or other relevant discipline from an outstanding program. The Account Director will have knowledge of market access, the biopharmaceutical industry, contact center operations, CMA business lines, and project management, including managing staff, budgets, timelines, scope of work, and deliverable development Experience:Minimum Required:

The Account Director has extensive experience at Covance, or in a very similar environment, managing client accounts and staff. Typically has eight or more years of relevant experience in healthcare reimbursement, healthcare contact centers, healthcare program management, or a field closely related to PSS services.

The Account Director should have: excellent oral communication, writing, and presentation skills excellent management and leadership skills exceptional time management skills and excellent ability to prioritize very strong coaching and mentoring skills the ability to motivate and lead people excellent interpersonal and management skills including negotiation skills and the ability to work independently as well as provide leadership in a team-based environment excellent judgement in managing client, project, or personnel issues the ability to direct programs with the needs of our clients’ strategies in mind excellent analytical and problem solving skills, solution oriented the ability to work effectively through influence and collaboration the ability to manage multiple programs, projects, tasks and staff members the ability to adapt to and work with ambiguity the ability to see the big picture and focus efforts around it very strong knowledge of business protocols, financials and acumen an understanding of the contact center database and reports an advanced level of computer skills and the ability to navigate between programs and web sites.