Account Manager/Senior Account Manager

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif;">Citrus Health Group is a new type of agency that brings an empathetic patient focus to the new product commercialization process. Citrus creates hand-picked teams that provide clients with scientific, clinical, pharmacologic, evidence-generation, pricing and reimbursement, market access, affordability, and patient support expertise and experience in their time of need. Client teams are built with talented experts who function as a fluid, agile, and highly energized team.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">We are passionate about science; our focus is to effectively communicate science in compelling and engaging ways to drive true value and enable patients to gain access to new medicines. We do so with the highest level of integrity and respect for the ethical nature of our business.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">We invite you to join our talented team of dedicated professionals, working closely together to provide the services our clients need, at the time they need them. We are driven by one word, RESPECT. We respect each other, we respect our clients, and we respect the professionals we work with on behalf of our clients. We value every team member and strive for an inclusive and collaborative culture that fosters the best in everyone.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif;"><strong>About the Opportunity</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif;">Under the direction of the Client Service Director or Vice-President, Client Services, the Account Manager/Senior Account Manager is responsible for supporting existing and new Publication and Medical Affairs client accounts. In collaboration with Citrus Health Group leadership, they will support account forecasting, providing guidance, support, and strategic direction to drive client satisfaction, retention, and revenue growth. Your role will involve developing and executing account strategies, fostering strong client relationships, and collaborating with cross-functional teams to deliver exceptional service and results.</span></p> <p><span style="font-family: arial, helvetica, sans-serif;"><strong>Responsibilities:</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif;"><em>Client Relationship Management</em></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Serve as a primary point of contact for assigned client accounts, building and maintaining strong relationships based on trust, communication, and responsiveness</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Understand clients' business objectives, challenges, and priorities, and develop proactive solutions and strategies to address their needs effectively</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Conduct regular meetings and check-ins with clients to provide updates, gather feedback, and address any concerns or issues</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Anticipate client needs and risks, proactively escalating and proposing solutions in advance</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Support account growth through identifying expansion opportunities in partnership with the Account Director and leadership team</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif;"><em>Client Service, Project Planning, Management, and Tracking</em></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Collaborate with Project Managers to determine and refine specifications ahead of project initiation; oversee tracking and maintaining the status of projects and their respective scopes, timelines, budgets, and deliverables</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Proactively manage the account and be responsive to the client’s expectations and needs in project execution on a timely basis</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Ensure workflows/timelines are drafted accurately and align with internal processes and client processes and expectations</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Support the integrity and accuracy of client deliverables while maximizing the role of other colleagues in preparation of these documents</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Ensure that client meeting materials are accurately prepared (i.e., agenda, slides, meeting minutes, etc.)</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Assume ownership and responsibility for author relationships and their assigned tasks; remits include distribution and tracking of/follow-up on author responses to (or completion of) invitations, agreements, forms, and drafted or final deliverables; maintaining an archive of all these communications on the Citrus Health Group server (SharePoint)</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Submits information to client databases (Veeva Vault, Zinc, etc.) for tracking physician payments, travel, meals, and gifts (Sunshine Act)</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Ensure compliance with GPP2022, ICMJE, Sunshine Act, and any client and/or region-specific requirements/standards</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif;"><em>Quality and Risk Control</em></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Ensure that all process steps relevant to quality control measures (e.g., editorial/graphics reviews, data fact checks) are completed for all projects</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Ensure that all your internal and external communications are clear, concise, and professional; and maintain electronic files and folders for all projects</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Understand and ensure the team follows all client required standard operating procedures and requirements</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Review and analyze project detail reports with Client Services weekly (or as needed) to identify incorrectly recorded project hours and incorrect or outdated budgets</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Work closely with the project team to identify and resolve potential issues ‘</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Identify and flag to leadership any resourcing gaps and timeline risks with recommended solutions</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif;"><em>Financial Management and Tracking: Overall responsibility for the integrity and accuracy of financial deliverables (i.e., budgets, invoices, trackers, etc.)</em></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Work with account and project teams to draft, submit, monitor, and adhere to approved budgets</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Maintain accurate financial spreadsheet(s) to support internal and client needs</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Draft SOWs (using Word and WorkBook templates) for any fixed-fee projects, as applicable per client</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Work with teams to submit invoices, accruals, etc. in a timely manner consistent with both internal and client directed SOPs</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Prepare for and is accountable for actions discussed in monthly revenue meetings</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Prepare work-in-progress and revenue reconciliation monitoring/report updates on a bimonthly or monthly basis; and in financial tracking and forecasting across account</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Monitor budgets and proactively flag and address any out-of-scope tasks with the client</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif;"><em>Mentoring and Management</em></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Provide mentorship support to more junior team members on the Client Services team by being a go-to resource for process and industry queries</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Support with onboarding and training new team members on best practices and Citrus standards and processes</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Model strong and professional client service behavior and collaboration across internal and client teams</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif;"><strong>Qualifications</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Bachelor's degree</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">3+ years of experience in project management and/or account management within a medical communications, publications, and/or pharmaceutical company.&nbsp; Experience with publication and medical affairs accounts is required.</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">High level of integrity, confidence, and accountability</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Effective organizational skills; attention to detail and timelines; high degree of accuracy</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Experience in account management, client services, or related field, with demonstrated success in leading and managing client relationships.</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Excellent communication and interpersonal skills, with the ability to build rapport with clients and colleagues at all levels</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Strategic thinker with the ability to develop and execute account plans and initiatives to achieve business objectives</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Results-oriented mindset, with a focus on driving client satisfaction, retention, and revenue growth</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Working knowledge of Microsoft Office applications (Outlook, Word, PowerPoint, Excel)</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Travel as required</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif;"><strong>Preferred Skills/Experience</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Knowledge of electronic project management systems (e.g., WorkBook, PubsHub, DataVision, iEnvision, PubStrat, Veeva, Zinc)</span></li> <li style="font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif;">Experience managing multiple accounts, therapeutic areas and deliverable types simultaneously</span></li> </ul><div class="content-conclusion"><p><span style="font-family: helvetica, arial, sans-serif;">Citrus Health Group is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender expression and identity, disability, genetic information, veteran status, military status, application for military service, or any other class protected by state or federal law.&nbsp;</span></p></div>