Account Manager, Customer Engagement

JOB SUMMARY

The Account Manager (AM) is responsible for an assigned portfolio with the objectives of positive engagement and solution delivery through all phases of on-boarding and implementation. This includes a deep understanding of our clients’ industry, the ability to develop lasting relationships, and delivering a best-in-class service. The AM serves as the trusted in-house advisor and relationship owner to the client’s brand teams by providing ongoing communication, collaboration, issue resolution, and risk mitigation to ensure on time and seamless delivery of the contracted portfolio of work. The AM is also accountable for ensuring all internal business partners understand expectations and deliver for the client. The AM develops successful client partnerships resulting in high client satisfaction, retention, and growth.

Key Responsibilities

Customer Service Delivery:

• Exercise ongoing judgement, time management, and proactively identify issues and opportunities.
• Ability to make recommendations for cost savings and operational efficiencies.
• Initiate client meetings to manage projects, programs, and supply chain related processes.
• Manage ongoing client deadlines, which at times, can be one or twenty projects depending on brand portfolio.
• Develop and maintain detailed project plans providing a clear status on all deliverables across the supply chain.
• Create and deliver client presentations including key updates such as business reviews, kickoffs, status updates, and lessons learned sessions.
• Escalate urgent issues to Director and/or internal stakeholders for resolution.

• Create scope of work documentation for client to approve and provide funding.
• Maintain a budget tracker to ensure client provided purchase orders are on budget.
• Manage inventory and materials fulfillment to meet client requirements while remaining compliant with regulatory standards.
• Fully understand the services available to SGI’s clients and identify gaps or growth opportunities.

• Define and execute small and large projects by writing accurate project requests, print briefs and/or IT requests to effectively communicate the necessary information to internal stakeholders to fulfill the client’s request.
• Understand the creative process and provide recommendations for cost or functional efficiencies.
• Provide ongoing updates, issue identification and goal progress to the SGI Director responsible for account success.
• Actively participate and/or lead internal team meetings.

• Manage existing client portfolio and gain a thorough understanding of client’s business to identify additional opportunities for growth and supply chain efficiencies.

Requirements

• Bachelor’s Degree required.
• 2+ years of experience managing client and/or customer relationships preferred.
• 2+ years of project management experience preferred.
• Knowledge of Biopharmaceutical Marketing Supply Chains a plus.
• Demonstrated ability to work in a team setting and/or cross function collaboration.
• Demonstrated ability to use quantitative reasoning, problem solving, and/or data analysis.
• Demonstrated ability to exercise judgement and remain calm and focused in high pressure situations.