[Hiring] Client Service Director @Boldscience

Role Description

A BOLDSCIENCE, a Client Service Director (CSD) plays an integral role within the Client Services leadership team. They have a wealth of experience working within the medical communications industry and can lead and drive multiple accounts. As well as excellent project and client management skills, a CSD has a high level of scientific and strategic knowledge, enabling them to quickly become a trusted partner to clients. They possess leadership skills, strong customer service skills, good knowledge of data analysis, problem-solving, and organization skills. They are forward-thinking and always looking for new ideas and fresh approaches to push BOLD’s offering to the next level. They take the time to build relationships with the wider BOLDSCIENCE team (such as Scientific, Creative, Finance, and People Operations) and ensure that collaborations are successful. A CSD can expand their role outside of day-to-day account management and is visible across the wider Client Services & BOLDSCIENCE team.

Day to Day Responsibilities

• Client Management:
  • Ability to manage relationships with clients to ensure they are satisfied with services provided.
  • Extensive experience working across a range of therapeutic areas, clients, and medical education tactics.
  • Provides onsite support for initiatives such as advisory boards, symposia, workshops, etc.
  • Applies a high level of scientific and commercial expertise to function as a true client partner.
  • Provides strategic and operational direction to account teams.
  • Acts as a strategic and trusted partner, pushing and challenging clients’ thinking.
  • Works in partnership with the scientific lead on accounts to develop and review client strategy and tactics.
  • Anticipates client needs and objectives with minimal guidance.
  • Provides support to the account team on client discussions where appropriate.
  • Implements and maintains quality standards, cost-efficiency, and best working practices.
  • Identifies potential client concerns and facilitates proactive intervention steps.
• Project Management:
  • Effectively drives projects and delegates tasks to the team.
  • Portfolio lead for strategic discussions and routine client/agency reviews.
  • Drives alignment across client teams, ensuring the highest standards are met.
  • Holds regular team meetings to ensure clarity on actions and updates.
  • Collaborates with the scientific team lead to ensure optimum resource levels.
  • Accountable in driving actions forward and solution-focused to achieve company goals.
  • Reviews content and provides sign-off on work, partnering with scientific team leads.
• Financial Management:
  • Overall responsibility for account financials and business unit KPIs.
  • Works closely with the VP, Client Services to set realistic revenue targets.
  • Responsible for account and business unit forecasting.
  • Consistently meets billability targets.
  • Completes timesheets accurately and on time.
  • Maintains strong relationships with senior clients and procurement teams.
  • Supports team in financial conversations with the client.
• Business Development:
  • Identifies and drives new business opportunities across new and existing clients.
  • Identifies opportunities for business growth and leads in pitches.
  • Responsible for keeping abreast with key events and innovations in the industry.
• People Management:
  • Manages resourcing needs across the team in conjunction with the VPs.
  • Manages and inputs into the career development of direct reports.
  • Line manages multiple team members, providing constructive feedback.
  • Coaches and mentors others across the agency.
  • Forms excellent senior-level relationships and is a trusted partner to the Business Unit founder.

Qualifications

• Extensive experience working within the medical communications industry.
• Proven ability to work across different therapy areas and project deliverables in a client-facing role.
• Experience driving organic growth on accounts and involvement in new business.
• Excellent understanding of the pharma and competitor landscape.
• Extensive experience and knowledge within the medical communications industry.
• Experience collaborating with different departments such as Scientific Services, Creative, Digital, etc.