Account Manager
The Account Director is responsible for the oversight of the account, working collaboratively with cross-functional teams to develop new business, maintain current business and expand business through understanding the needs of the client and identifying endpoint’s products and services that help the client achieve their goals and objectives.
In addition, the Account Director may maintain a portfolio of strategic clients and will serve as the ultimate company representative for the entire client journey from onboarding to establishing the governance charter, while working collaboratively with cross-functional teams.
*This role can be fully remote.
Responsibilities:
- Provide oversight for all new and existing client systems, including change orders to the agreed upon timeline, within an agreed budget while maintaining the relevant KPI’s and SLA’s.
- Build, maintain & manage strong client relationships through tailored Governance and Relationship Management Strategies.
- Retain and grow existing client base through individual efforts and through the account team by delivering profitable, quality service and promoting endpoint’s product.
- Deep understanding of client needs and industry trends to help develop best in class solutions.
- Define and maintain meaningful and appropriate KPI and SLA that provide insight to the performance of the relationship.
- Serve as the escalation point of contact for all clients within portfolio, both externally and internally.
- Mitigate identified risks associated with all aspects of client portfolio.
- Monitor and present regular account health, growth opportunities, risk, and other pertinent information to Client Services Management. Set measurable goals and action items.
- Engage in cross functional team collaboration. Create cross functional goals and objectives to provide best in class service to the client.
- Maintain good business insight – Actively identifying industry shifts, business trends, portfolio pipeline, endpoint’s product, client media releases and any new areas of growth to pursue opportunities.
- Consistently demonstrate financial awareness through ensuring budget, revenue and profitability targets are met.
- Coordinate and run the regular agreed upon client operational management meetings to maintain and strengthen the Client relationships by promoting endpoint and our service offerings.
- Coach, mentor, and support team members to intimately understand client culture to effectively deliver above and beyond client expectations.
- Work effectively with the Business Development team to review key account sales plan, build rapport with sales representative and respond effectively. Create an environment conducive to long-term growth and relationship.
- Engage in bid defense and capability support activities.
- Create and deliver client specific standards and training.
- Responsible for ensuring a smooth process with strategic clients in handling a best in class onboarding experience.
- Provides Audit support for clients contained within portfolio
- Provide Career development and Line Management of Associate Account Director
Qualifications:
Education:
- Bachelor's degree or equivalent and/or appropriate experience
- PMP Certification a plus
- Experience or working knowledge in Lean, Six Sigma or other process methodologies a plus
Experience:
- 7+ years’ experience in a software Project Management role, with a proven ability to understand technical concepts and learn very quickly.
- Previous experience working in a fast-paced, entrepreneurial environment preferred.
- Prior experience in IRT platforms, life sciences or regulated industries.
- Proven leadership ability, especially in a regulated industry, a huge plus.
- Ability to manage to a budget
- Knowledge of regulatory guidelines such as 21 CFR Part 11 and GxP.
Skills:
- Extremely strong attention to detail with excellent organizational skills and proven ability to multi-task.
- Excellent time management skills, ability to meet aggressive deadlines.
- Demonstrated leadership and interpersonal skills, willingness to lead by example.
- Excellent oral and written communication skills, ability to send and receive clear, concise and professional communications, both internally and externally.
- Ability to work independently, as well as within teams.
- Models collaboration across the organization
- Promotes high visibility of shared contributions and goals
- Analytical and strategic mindset
- Driven by results, while proactively seeking to improve them
- Ability and willingness to wear multiple hats, without hesitation, to do what it takes to get things done
- Highly passionate about delving into and drawing insight from data
- Entrepreneurial mindset with ability to adapt
- Work automatously to achieve success
endpoint is an equal opportunities employer AA/M/F/Veteran/Disability.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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