Account Manager, Client Services

Overview

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The Account Manager, Client Services role oversees the account team for assigned clients, serving as a primary interface and is responsible for the management of the team, client relationships, client satisfaction, and retention. Provides direction on program solutions and management. Responsible for managing multiple Sample and Compliance Programs and/or Sample Accountability Programs while ensuring programs remain in complete compliance with the Prescription Drug Marketing Act (PDMA), client business rules and internal Standard Operating Procedures (SOPs). 

The Account Manager will manage the activities and performance of the assigned staff.  Will identify new opportunities to enhance program efficiencies and compliance. The Account Manager is also responsible for managing workload and meeting client deliverables.  They are to be involved in special projects within the department, oversees programs/accounts,  and participates in Knipper company committees.

Hybrid role based out of Somerset, NJ location.

Responsibilities

• Maintain productivity and efficiency for the client programs, while ensuring all work is completed accurately and within the confines of the Statement of Work (SOW), client business rules/deadlines, internal Standard Operating Requirements (SOPs) and PDMA Regulations. 
• Responsible for managing overall client relationship in conjunction with Commercial Development and Client Operations Leadership.
• Contribute to client satisfaction process for assigned clients and implement corrective action when weaknesses are identified. 
• Provide strategic direction to internal team and client. 
• Key involvement/leader in solutions for both internal and external stakeholders 
• Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; motivating, developing, and providing corrective action for employees; addressing complaints and resolving conflicts; review and approval of people and resource time. Accountable that all quality and reportable items are entered tracked and updated in the appropriate Knipper Systems
• Accurately manage client billing and revenue. Manage to forecast and track client spending and contract renewals. Monitor the budgetary requirements note in the SOW’s or Change Requests, escalating internally and with the client if budget will be exceeded. 
• Accountable for the review of monthly invoicing by the team and work directly with the Finance department to resolve billing inconsistencies
• Monitor assigned program hours for client services and IT hours on a monthly basis to ensure accuracy.
• Manage escalations with the team to ensure timely reporting and communication to internal and client stakeholders. 
• Evaluate program business rules and internal processes on-going to close gaps and to identify opportunities to present additional internal offerings.   
• Create and approve internal change requests/estimates, PMO tickets and scorecards to initiate work, following all internal processes, and monitoring for updates and completion. 
• Review and approve internal documentation such as Meeting Agendas, BRD, configurations, work orders/work instructions required to complete program-related tasks.   
• Provide support in the presentation of system demos
• Schedule and manage the overall preparation for client business review presentations/charts and present same.  Provide follow up meeting minutes and actions to QBR Meeting Minutes Management group. 

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

MINIMUM JOB REQUIREMENTS:

Education/Training:  Bachelor’s Degree preferred however, equivalent certificate training or experience may be considered. 

Related Experience:  Three to five years management experience within a business and/or customer service environment, with demonstrated success in managing teams, implementing projects and interacting and collaborating with internal and external stakeholders, including but not limited to Software Engineering/IT, Finance, Project Management Office (PMO).   

Knowledge, Skills & Abilities:

• Demonstrated successful people and team management experience; leadership skills
• Customer experience focus while developing strong, collaborative and successful relationships with clients and all levels of an organization.
• Effectively communicate to provide solutions for clients to achieve client and company objectives.
• Ability to communicate company and department vision and objectives to drive desired changes. 
• Ability to use sound judgment and maintain professionalism in a deadline-driven environment.
• Demonstrate company values (CHART) and ensure team does the same.
• Strong working knowledge of Microsoft Outlook, Microsoft Word and Power-Point, advanced knowledge of Microsoft Excel (Pivot Tables, Charts, Graphs, etc.).
• Quick learner with strong Systems aptitude
• Strong organization and analytical skills,
• Strong time-management and prioritizing skills
• Punctual, dependable with a positive attitude and fosters the same from team
• Ability to multitask across various clients and programs.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Regular use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms

Knipper Health is an equal opportunity employer.

client needs, sample management, marketing support, client program manager, pharmaceutical, brand, product manager, client services