Senior Account Manager | Patient Engagement

Job Summary

The Senior Account Manager (SAM) acts as the externally facing representative of the agency helping to identify client needs and develop new projects and proposals accordingly, taking responsibility for the day-to-day running of their accounts and ensuring the projects are delivered on time, on budget and to the client’s satisfaction. The SAM is an expert on the project’s field/Therapy Area, and the person to go to, both internally as well as from a client point of view.

Essential Duties & Responsibilities

Account Management 

• Maintains on-going communications with key client contacts to gauge performance and foster relationships. Is a problem solver for client issues  
• Exhibits solid presentation skills  
• Provides clear strategic direction to agency team. Evaluates creative product and tactical plans against strategic direction and provides constructive feedback 
• In-depth knowledge of, and compassion for, each client’s patient group and their needs 
• Thorough understanding of industry business trends. Broad knowledge of what’s going on in the patient marketing space to offer innovative solutions to clients 
• Demonstrates ability to communicate with clients about account and brand strategic needs that lead to new business opportunities and organic growth  
• Participates in pitch and proposal presentations as needed
  
  

Tactics and Execution

• Oversees all activities that relate to support of the patient-focused programs and projects associated with the client account. This includes strategy and planning meetings, status meetings, financial reconciliation, partner agency coordination, project level reporting and measurement and participation in Review Committee process as needed. 
• Approaches client projects from holistic patient marketing perspective. 
  
  

Cross-functional Collaboration

• Effectively collaborates with cross-functional teams to develop, plan, and execute patient engagement programs and establishes strong and trusted working relationships with client partner agencies and OPEN Health vendor partners
• May include advocacy landscape analyses and build advocacy engagement plans on behalf of clients
• Building and maintaining relationships with patient advocacy organizations as it relates to our clients’ business may be required
  
  

Financial Oversight

• Maximizes the practice’s revenue and profitability by closely monitoring and driving forecast projections.
• Ensures all work is completed within budget and demonstrates team accountability for:
  • Scope of Work development
  • Client-signed estimates, Purchase Order, and invoice tracking
  • Accurate and timely budget reconciliations for all projects
  • Ongoing efforts to identify and implement cost-saving measures
• Promptly flags any financial issues to senior management
  
  

Experience, Skills, and Qualifications

• Bachelor’s degree
• Significant experience in professional client relationship management
• Excellent leadership and organizational skills
• A persuasive and confident approach to project management 
• Desire for excellence and a passion to succeed in a fast-moving and ever-evolving environment
• Excellent written and oral communication skills
• Keen attention to detail and budgetary restraints
• Superior interpersonal and customer service skills
• Proficient in Microsoft Office including Word, Excel (including spreadsheets), and Power Point, SalesForce, database, and reporting tools. Knowledge of CVENT and Veeva a plus.
• Ability to make clear, concise decisions and solve complex problems
• Strength in fostering and maintaining productive, successful working partnerships with clients (at all levels) as well as the internal OPEN Health team
• Ability to organize, plan, and prioritize work in a fast-paced work environment, and to achieve goals in a timely fashion
• Background in biopharmaceutical patient marketing (client or agency side) a plus
  
  

Travel Requirements

• As required by business needs