Job DescriptionThe Vice President (VP), Account Services, has primary responsibility for Account Services activities for assigned clients, including developing and executing strategies to grow revenue that meets and exceeds assigned objectives, including client satisfaction, development and retention. This individual leads internal cross-functional core teams and clients on the strategic and tactical plan, design, and execution of innovative multichannel pharmaceutical marketing communications initiatives. The VP, Account Services has primary responsibility for assigned Accounts Services employee recruitment, mentorship, and retention. In addition, the VP, Account Services is required to personally understand client challenges and lead internal and external core teams to conceptualize, design, and deliver novel solutions for clients' needs in a manner consistent with the values and reputation of Synchrony. Accountabilities include assigned client relationship development and satisfaction, core team leadership, new business development, and overall strategy, development, and execution of assigned business.
Job DutiesLeadership/Management/Execution
- Establish and lead cross-functional teams in concept and execution of marketing activities, including a focus on digital and social media channels, for assigned client accounts
- Monitor and manage assigned activities to ensure timely delivery of the highest-quality products and services within budget
- Foster and develop collaboration between departments, internal groups, and individuals to ensure innovative and collaborative solutions to client needs
- Serve as primary client contact for assigned accounts, including day-to-day account management and issues resolution, providing exemplary customer service that represents corporate values
- Develop and nurture client relationships on assigned accounts to ensure continuous collaboration on issue mitigation and new business opportunities
- Keep client and product strategy to the forefront of all project discussions, both internal and external, and make related recommendations as needed
- Review all material to ensure adherence to agreed client and product strategy
- Represents the executive team to communicate and support our corporate vision, values, culture, and brand as well as corporate objectives, policies, and processes
- Work with internal team to ensure it is meeting its goals and objectives while adhering to corporate values
- Oversee financial aspects of client relationship, including compliance to contract/agreements, statements of work, purchase orders, invoices, and receivables
- Develop and defend client statements of work (SOW)/scope details with input from core team members involved in project execution
- Develop strategic/creative briefs for all projects, obtaining client agreement, and clearly communicate vision and expectations to the core team
- Oversee forecasting and reporting for all assigned client accounts
- Ensure team compliance with client contracts, timelines, and budgets
- Manage, mentor, and develop assigned agency personnel
- Review all major deliverables to ensure quality standards and client expectations are met
- Attend and lead aspects of weekly client status, new project kick-offs, and project debriefs post-completion
- Attend client meetings, congresses, and communicate key learnings to team and client
- Actively participate in client presentations, selling and defending the agency's point of view
Client Core Team Roles and Responsibilities
- Perform client core team responsibilities as needed
- Proactively help team members carry out tasks
- Agree and communicate roles and responsibilities of the client core teams
- Onboard, train, mentor, and support team members
- Remain aware of and attentive to daily organizational tasks to ensure team and operational effectiveness
- Work with team members and managers to support work resourcing, prioritization, productivity, and quality
- Work with team members and managers on issue resolution when needed
- Define, communicate, enforce, and support operational processes
- Manage individual team members; allocate and prioritize resources and workflow
- Ensure all client core teams are assigned and effective
- Ensure all client jobs are resourced and appropriately prioritized
- Monitor progress and adjust appropriately
- Foster and develop collaboration among core team members to ensure innovative solutions to client needs
- Provide ongoing guidance regarding product strategy, decision making, and project planning
- Intervene on behalf of client core teams if issues arise, such as: client issues, partner issues, quality assurance, resourcing, budget issues, changes in scope
Business Development
- Assist leadership with the design and implementation of strategies and cross-selling initiatives
- Lead strategic and tactical planning initiatives for assigned accounts according to client-defined financial calendars to secure ongoing business
- Ensure that existing client revenue goals are achieved
- Lead assigned business development opportunities and initiatives required to increase revenue to meet and exceed company goals
- Actively seek new business opportunities within current clients according to strategic goals and objectives
- Lead teams and resources to create and submit RFPs and proposals for prospective/new clients
- Provide Synchrony Group cross-selling, new business development, and revenue growth for both new and existing clients
- Monitor industry and therapeutic area and best practices and advances to ensure that Synchrony and our clients are at the cutting edge or leading the field
Internal and External Relationships
- Lead and support key internal committees pertaining to Account Services and new business development
- Represent the organization in an appropriate manner
- Be a positive force for enhancing the work culture, consensus-building, and internal communications
- Facilitate communication between team members and clients necessary to maintain strong relationships and effective account management
- Resolve conflict and celebrate success; set clear team priorities; explain client/brand objectives and strategies; define success in terms of the whole team
- Keep senior management apprised of critical client concerns and opportunities
- Keep senior management apprised of critical internal issues, concerns, and opportunities
Key Competencies - Effective leadership skills, with strong focus on account services, strategic pharmaceutical marketing, and businesses processes
- High level of integrity, confidentiality, and accountability
- Well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
- Ability to manage outcomes to win-win resolution
- 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
- Demonstrated ability to manage key constituent relationships
- Able to identify key issues; creatively and strategically overcome challenges or obstacles
- Effective attention to detail and a high degree of accuracy
- Sound analytical thinking, planning, prioritization, and execution skills
- Expert communicator both verbally and in writing
- 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
QualificationsRequirements- Bachelor's degree required; MBA or advanced degree preferred
- Minimum 10 years' agency experience in pharmaceutical marketing and account services
- Demonstrated history of successful management of 5+ million dollars of fee/year specific to a pharmaceutical marketing agency
- Experience managing and mentoring Account Services personnel
- Substantial experience leading advertising and promotion marketing communication initiatives, including print, video, digital, and social media campaigns
Working Conditions- Ability to attend and conduct virtual or in-person presentations
- Significant communication with clients and internal teams, including many presentations
- Ability to travel as client needs require (e.g., client meetings, congress meetings, sales meetings)
- Ability to commit to extra and/or nontraditional hours as client needs require
Additional InformationSynchrony 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.
