Endpoint Clinical is hiring a
Account Director

Summary

The Account Director will manage client relationships, understand client needs, set goals, provide thought leadership, oversee study delivery, identify growth areas, demonstrate financial awareness, participate in cross-functional teams, develop action plans for employee engagement, coordinate meetings, coach team members, ensure a smooth onboarding process, and maintain a culture consistent with the organization's mission, vision, and values.

Responsibilities

• Build, maintain, and manage client relationships and guide staff on the team to create a successful client retention strategy and a high level of client service
• Understand the client needs and build trust to have the client’s and Endpoint’s best interests at heart by offering suitable solutions
• Set up goals and objectives for the team and provide feedback and counsel to leads to meet the team’s objectives
• Serve as the escalation point of contact for all customers in their portfolio both externally and internally
• Provide thought leadership on strategic planning initiatives by making data-driven decisions and engaging the leads and other cross-functional teams to deliver high levels of overall service and delivery
• Provide oversight on study delivery to complete projects on the agreed upon timeline, within an agreed budget while maintaining the agreed upon KPIs and monitoring the account performance against the implemented targets and benchmarks
• Identify industry shifts, business trends, portfolio pipeline, Endpoint’s product(s), and any new growth areas to pursue opportunities
• Consistently demonstrate financial awareness by ensuring the budget, revenue, and profitability targets are met
• Inform management and business development on the overall business strategy of the account, and keep company leaders apprised of key client opportunities, potential risks, and other key nuances that affect the health of the business
• Participate with cross-functional teams to recruit, interview, select, hire, onboard, and train staff and successfully manage people by creating opportunities for growth and development
• Develop action plans based on employee engagement surveys and key performance indicators to recognize areas of opportunities and implement initiatives for retaining talent
• Coordinate and run the regular agreed-upon client operational management meetings to maintain and strengthen customer relationships by promoting Endpoint and our service offerings
• Work effectively with the Business Development team to review key account sales plans, build rapport with sales representatives, and respond effectively to RFPs, Contracts, and Change Orders
• Create an environment conducive to long-term growth and healthy relationships
• Present account health and initiatives quarterly to management on past quarter performance and upcoming quarterly plans with dates and measurable action items
• Retain and grow existing client base through individual efforts and the account team by delivering profitable, quality service and promoting endpoint’s product
• Manage workload and capacity planning by facilitating regular meetings and best practices with the account team leads and management
• Coach, mentor, and support team members to successfully meet teams’ targets, resolve issues, manage change, and partner with other cross-functional teams to roll out new processes and achieve team success
• Responsible for ensuring a smooth process with strategic clients in handling a best-in-class onboarding experience
• Consciously create a team culture that is consistent with the overall organization’s mission, vision, and values by creating an effective line of communication on the company’s directives from the top down