Manager/Director, Account Management

Summary

Join Outcomes4Me, an award-winning AI-driven healthcare platform, as a Manager/Director of Account Management! This remote (East Coast preferred) role is crucial for customer success, focusing on pharma partnerships and driving revenue growth. You will manage post-sale client relationships, including onboarding, training, and ongoing support; identify cross-selling opportunities; and act as the primary point of contact for client escalations. You will also collaborate with internal teams to define client requirements and contribute to product development. This position requires strong technical knowledge of the life science space, exceptional sales and strategic skills, and a passion for improving patient outcomes. The level of this position will be commensurate with experience.

Requirements

• Bachelor’s degree or equivalent experience, plus at least seven to 10 years in an agency or publisher environment with media-planning responsibilities (ideally within the pharma marketing realm)
• Attention to details and thrive under pressure and tight delivery time frames
• Proven experience growing and expanding customer accounts
• Strong understanding of compliance standards across medical, legal, and regulatory domains
• Exceptional communication skills with the ability to effectively engage stakeholders across all levels of an organization
• Hands-on experience with Veeva Vault PromoMats in MLR review workflows
• Proven ability to collaborate with MLR experts or stakeholders in client-facing roles
• An understanding of third-party advertising tags and reporting
• A proactive, results-oriented attitude with strong customer service skills
• Proficiency in Microsoft Excel and PowerPoint
• Knowledge of the latest digital advertising trends and online media
• Knowledge of third-party measurement platforms (Crossix, Iqvia, Comscore)

Responsibilities

• Lead every aspect of the post-sale client relationship; onboarding, training, demos, regular check-ins, road-map priorities and building retention strategies
• Accountable for all aspects of client revenue maintenance and growth, including overall client relationship and satisfaction and managing all aspects of client renewal and upselling activities
• Understand & identify cross-sell opportunities to all Outcomes4Me product and service offerings. Partner with Sales team for specific cross-sell opportunities
• Serve as primary point of contact to manage internal & external client escalations; providing consistent and proactive communication
• Partner with internal teams to help define client requirements, identify clients/ most pressing problems, and understand industry trends and hot button issues in support of product/ content development and updates
• Record all activities via Salesforce. Maintain appropriate documentation to track/manage assigned book of business. Accountable for creating strategic action plans for the entire book of business
• Accurately manage client billing, revenue & activity forecasting, performance guarantees, and annual budget/contract renewals
• Cultivate client relationships to serve as references for prospective new customers
• Monitor the program/product/service delivery to ensure contract requirements and client expectations are met
• Project manage cross-functional work streams, serving as the internal and external primary point-of-contact for campaign execution and management
• Take responsibility for ensuring timeliness and completion of all expected deliverables and customer expectations
• Act as a strategic partner with the sales team, demonstrating a good understanding of client objectives and the needs of 15 to 20 pharma accounts
• Develop a strong understanding of Outcomes4Me offerings, implementation execution of media campaigns to ensure delivery and performance
• Provide creative/third-party tags to Ad Operations and ensure clients’ ads are trafficked, monitored, and optimized
• Collaborate with the wider sales, product, and engineering teams to deliver a seamless and world class experience across all customer interactions
• Independently complete RFPs and strategic development of presentations for sales teams members
• Prepare monthly or quarterly client reports for delivery and performance
• Research competitive intelligence when necessary
• Head up client discussions on tactic capabilities and creative best practices
• Facilitate a customer feedback loop to improve client relationship methods
• Comfortable traveling and hosting clients to foster strong, lasting relationships in both formal and social settings

Preferred Qualifications

• Experience with CRM, Google Ad Manager, DoubleVerify, and Prisma is a plus
• Preferred Eastern time zone location or comfort working EST business hours
• Ability to travel to clients, conferences, and to Boston as needed

Benefits

• Medical, dental, vision offerings for you and your family
• HSA, FSA, DSA and Commuter benefits
• 401k
• Unlimited PTO, holidays and paid company trips
• Wellness benefits
• Life insurance and long-term disability