Director, Client Services

DEPARTMENT: Sales and Client Management
TYPE: Full Time
Email Job

Expectations for All Employees:

Supports the organization's mission, vision, and values by exhibiting the following behaviors: Client focus, accountability, innovation, teamwork, honesty, integrity and respect for all team members.


Position Summary:

The Director, Client Services will focus on increasing sales of multi-client products and securing renewals of existing services within an assigned group of complex “mega-accounts” with 1MM in annual sales potential. This client manager will selectively acquire new accounts as assigned and will support sales efforts for custom research and consulting in assigned accounts. This position will have primary responsibility for new product sales.


Primary Duties and Responsibilities:


1) Business development: (60% of time)

  • Secure renewal purchases and contracts for multi-client services and ensure payment on a timely basis
  • Selectively sell new products/services to appropriate clients
  • Increase the purchase of our multi-client services within targeted client companies
  • Identify and qualify sales of “direct” custom research and consulting in assigned accounts (opportunities that come directly to HSG)
  • Identify, gain access to and build positive relationships with new accounts and secure purchase of our current multi-client services


2) Client Management: (30% of time)

  • Build, develop and maintain positive relationships and increase loyalty within assigned client companies
  • Expand depth and breadth of relationships with key decision makers
  • Promote use of services within client company
  • Identify key users of services within client companies
  • Secure access for HSG across practice areas with client company across departments and between levels
  • Ensure that right individuals receive service deliverables and support including onsite briefings
  • Provide guidance to research directors on how clients can apply/operationalize the work
  • Develop and implement a strategic account plan for each client and lead regular account planning updates with senior management and the cross-functional team of service directors and consultants who support the client


3) Serve as customer feedback loop for the organization: (10% of time)

  • Share insight about accounts with others at HSG to improve customer loyalty and improve coordination
  • Gather and share market intelligence about individual customers experiences/satisfaction with HSG
  • Conduct and share win-loss analyses
  • Assist with new product development through sharing client’s unmet needs with appropriate colleges and assisting in NPD process for developing services or products to meet those needs where appropriate
  • Seek and share ongoing competitive insight and information from network of key individuals within client organizations



Skills & Abilities Requirements:

  • Proven business development and client management skills with customer service orientation
  • Results orientation, initiative, self-appraisal and continuous learning mindset
  • Networking and rapport building skills
  • Information Seeking- gathers facts, ideas and opinions needed for analyzing situations, solving problems or make decisions
  • Empathy- recognizes and responds to other’s feelings and concerns (recognizes others emotions, understands people’s feelings, understands what people mean, understands underlying reasons for behavior)
  • Resiliency- deals positively with adversity (handles rejection, learns from mistakes, maintains optimism/motivation following loss or disappointment
  • Strong problem solving skills
  • Strong organization, planning and time/ project management skills
  • Excellent written and presentation skills
  • Active Listening /questioning and probing skills
  • Must be a team player and be able to effectively interact with staff at all levels of the company
  • Ability to engage and influence others- persuades, convinces or influences others to change their viewpoint or accept a desired course of action
  • Willingness and ability to travel approximately 20-30% of time
  • Proficiency in MS Word, Excel, PowerPoint, Outlook


Education & Experience Required:

  • B.S./B.A in relevant field of study required
  • Five plus years of pharmaceutical, medical/health industry-related experience preferred
  • Three plus years of new client sales, business development and client management experience in the pharmaceutical or B2B sales required

EMAIL: [email protected]

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