Senior Director, Account Services

Company Description

Be part of something great!

Synchrony Group is an independently owned network of companies, headquartered in West Chester, PA.

At Synchrony, we are dedicated to providing the highest quality products and services in the medical communications industry. Our vision is to create the highest value for our clients and the most opportunity for our team members, while working together to improve the lives of patients. Collectively, we are leaders in strategic planning, development, and execution of best-in-class programs that address medical needs, maximize strategic objectives, and make significant scientific and clinical contributions. Our passion and commitment to improving outcomes for our clients, healthcare professionals, and patients drives us to exceed expectations in everything we do.

Synchrony consists of integrated groups of medical-scientific, clinical, creative, commercial, and industry experts. Synchrony Medical Communications specializes in strategic medical communications, publication planning, and associated scientific content and engagement. Our teams reflect our commitment to excellence—we’re smart, enthusiastic, and driven. We align the skills, experiences, and perspectives of diverse individuals to achieve unparalleled results in an environment of respect and mutual support. Above all, we are passionate about changing the world and improving the lives of patients.

Our success is built on the foundation of our team, and we’re always striving to strengthen our foundation. More than just seeking out the best and brightest to join us, we also create a work environment in which employees are respected and encouraged to grow.

Are you looking to be part of something great? We’d like to meet you!

Under the direction of the SVP and BU Lead, and working closely with members of Project Management, Editorial Services, and Scientific Services, the Senior Director, Account Services 1) serves as primary client contact for assigned accounts, including day-to-day account management and issues resolution, providing exemplary client service that represents corporate values; 2) maintains detailed knowledge of the status and timelines for all publication and medical communications plans; 3) ensures assigned client relationship development and satisfaction, core team leadership, new business development, and overall strategy, development, and execution of assigned business; 4) thinks strategically and takes a proactive approach to problem-solving to assist in implementation and delivery of tactics according to predetermined timelines and budgets; 5) assesses, improves, and implements processes, procedures, and systems to increase departmental efficiency and effectiveness; 6) ensures adherence to departmental and corporate procedures, processes, and work schedules to monitor quality control; and 7) promotes the professional development and training of departmental personnel, including employee recruitment, mentorship, and retention.

Job Duties

Execution

• Oversee forecasting and reporting for all assigned client accounts
• Support the development, presentation, and selling of high-quality deliverables
• Review all material to ensure adherence to agreed client strategy
• Work with other team members to ensure that Synchrony is meeting its goals, objectives, and corporate values
• Generate strategically sound ideas and maintain a proactive approach on publications initiatives for existing and prospective clients
• Foster and develop collaboration among departments, internal groups, and individuals to ensure innovative and collaborative solutions exceed client needs
• Ensure team compliance with client strategy, timelines, and budgets
• Monitor and manage assigned activities to ensure timely delivery of products and services
• Lead strategic and tactical planning initiatives for assigned accounts according to client-defined financial calendars to secure ongoing business
• Assess efficiency of project execution and problem-solve to improve efficiency in the completion of publications and medical communications initiatives
• Establish relationships with team members in order to effectively lead and serve as a resource for cross-functional teams in support of client needs and expectations for all Synchrony clients
• Serve as primary client contact for assigned accounts, including day-to-day account management and issues resolution, providing exemplary client service that represents corporate values
• Attend and lead aspects of product status meetings to monitor progress of projected and contracted work and offer solutions for overcoming obstacles to timely execution
• Support strategic publication and medical communication planning initiatives
• Make recommendations to senior management to ensure that Synchrony core teams have appropriate resources and support to meet the needs of our clients and our commitments
• Oversee financial aspects of client relationship, including compliance to contracts/agreements, statements of work, purchase orders, invoices, and receivables
• Actively seek new business opportunities within current clients according to strategic goals and objectives

Leadership/Management

• Critically evaluate current operating procedures and structure to strategize and prepare for company growth
• Assist senior leadership with the design and implementation of corporate strategies
• Communicate status of projects and programs to SVP and BU Lead and brainstorm regarding problem-solving needs and prioritizations
• Manage all personnel and activities in Account Services
• Institute department systems, policies, and procedures to increase efficiency and allow for stable, scalable growth
• Ensure adherence to Account Services procedures, processes, and work schedules
• Oversee Account Services workflow and work demand in an effort to maximize utilization of resources while maintaining quality and efficiency of deliverables
• Assist Accounts Services team with proactive prioritization and problem-solving to meet all client expectations related to quality and timelines
• Provide guidance and feedback as needed for departmental personnel; execute departmental personnel performance evaluation process, development plans, and resource/staffing plans; hold frequent mentoring discussions and address areas requiring improvement
• Set high expectations for integrity, conduct, and quality of work; foster these same expectations in all department personnel
• Monitor staffing plan and make recommendations designed to ensure appropriate resources and support meet the needs and demands of our clients and our commitments
• Facilitate ongoing relevant internal training, seminars, and workshops
• Lead and support key internal committees pertaining to Account Services and new business development
• Work as part of the senior leadership team to ensure that Synchrony Medical Communications is meeting its company goals, objectives, and corporate values
• Mentor and provide growth path for staff members based on workload and business outlook

Business Development

• Lead teams and resources to create and submit RFPs and proposals for prospective/new clients
• Assist leadership with the design and implementation of strategies and cross-selling initiatives
• Represent company at new business pitches and other client meetings as appropriate
• Present at new business pitches
• Participate in and lead content development efforts in preparation of new business opportunities
• Educate and coach new business presentation teams to ensure each member is well informed on all strategic aspects of the product

Internal and External Relationships

• Facilitate communication between team members and clients necessary to maintain strong relationships and effective account management
• Be a positive force for enhancing the work culture, consensus-building, and internal communications
• Keep senior management apprised of critical client concerns and opportunities
• Keep senior management apprised of critical internal issues, concerns, and opportunities
• Resolve conflict and celebrate success; set clear team priorities; explain client objectives and strategies; define success in terms of the whole team
• Represent the organization in an appropriate manner

Key Competencies

• Professional behavior and confidence
• A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
• Sound analytical thinking, planning, prioritization, and execution skills
• Demonstrated ability to manage key constituent relationships
• Strong presentation and persuasion skills: can develop a clear point of view and tell a meaningful "story"; is effective in a variety of settings and group sizes with clients, peers, subordinates, and management; confidently expresses both data/facts, plus more controversial topics; commands attention and can manage group dynamics
• Ability to identify key issues; creatively and strategically overcome challenges or obstacles
• Effective leadership skills, with a strong focus on account services, strategic medical communications, and business processes
• Ability to provide management direction and developmental support to direct reports in preparation for future positions; provide challenging and stretching assignments; push tasks down to empower others; share ownership and visibility
• Ability to present ideas and supporting rationale to internal and external teams in an effective manner
• Excellent organizational and attention to detail skills
• Expert communicator both verbally and in writing
• Ability to oversee, manage, and support priorities and workflow to ensure high-quality project execution according to project timelines and budgets
• Ability to manage outcomes to win-win resolution
• Well-developed professional communication skills, including written and interpersonal
• High level of integrity, confidentiality, and accountability

Qualifications

Requirements

• Bachelor’s degree required; MBA or advanced degree preferred
• Substantial experience leading publications activities and at least 2 of the following activities: medical education activities, medical communications campaigns, strategic communications planning, advisory boards, key clinical expert identification and development
• ISMPP CMPP preferred
• Minimum of 5-7 years’ experience of Account Services support or related experience in the pharmaceutical publication planning or medical communications industry
• History of successful management of ~3 million dollars of fee/year

Working Conditions

• Significant communication with clients and internal teams, including presentations
• Ability to travel as client needs require
• Ability to commit to extra and/or nontraditional hours as client needs require

Additional Information

Synchrony places high value on the well-being of its employees; therefore, Synchrony team members are eligible for a comprehensive array of benefits, including competitive salaries, generous paid time off, excellent health insurance, family leave, and a 401(k) plan with employer matching.

All your information will be kept confidential according to EEO guidelines.

EOE. Synchrony is not able to provide visa sponsorship for this role.