Senior Account Director

Senior Account Director

Sitero is an emerging leader in clinical services and software solutions for the life sciences industry. We have experience and expertise in a diverse range of therapeutic areas and focus on innovative, technology-enabled solutions that allow our clients to focus on their core strengths. For early phase studies through Phase III clinical trials, our experienced team delivers high-touch services and technology to ensure the safety of all stakeholders across the clinical research community with an emphasis on ethics, compliance, and innovation.

Location : United States (Remote)

Function : Commercial

Overview : The Senior Account Director is a strategic leader responsible for the overall health, growth, and success of a portfolio of key client accounts. This role involves building and nurturing strong, long term client relationships, developing, and executing strategic marketing and communication plans, leading and mentoring account teams and driving revenue growth. The senior account director acts as a trusted advisor to client and a champion for their business within Sitero.

Essential Duties and Responsibilities :

• Client Leadership and Relationship Management : Serves as the primary strategic point of contact for their client portfolio of business and builds and maintains strong, trusted advisor relationships. This position develops a deep understanding of client's business, challenges and objectives and ensure alignment within Sitero.
• Proactively anticipates clients' needs and provide strategic recommendations as well as effectively manages client expectations and resolves issues promptly and professionally.
• Customer Expansion : Drive efforts for customer expansion by identifying opportunities for upselling and cross-selling. Identify growth possibilities within existing accounts and formulate strategies to enhance customer lifetime value. Support management of RFIs / RFPs, vendor qualifications and audits for existing accounts. Manage all procurement activities : PO's, change orders, amendments, MSA renewals etc.
• Manages execution of strategic plans and leads and facilitates high-level client meetings, presentations, and governance.
• Customer Onboarding : Oversee the onboarding process for customer base, ensuring a smooth and efficient implementation of Sitero working closely with the implementation and delivery teams to maximize Sitero's impact and delivering undisputable operational impact.
• Issue Escalation & Management : Ensure appropriate internal stakeholders are engaged in issue resolution. Serve as point of contact with customer on escalated issues.
• CSAT and Customer Feedback : Gather formal customer feedback and Customer Satisfaction (CSAT) scores. Escalate identified issues and facilitate issue resolution to ensure CSAT objectives are achieved.
• Contract and Forecast Management : Accurately forecast bookings and revenue to ensure performance against financial targets.
• Product Roadmap Communication : Communicate product enhancements and release dates to customers, in coordination with Product Management. Facilitate demos of product enhancements to customers.
• Forecasting and CRM Usage : Responsible for hitting quarterly targets and forecasts. All work is documented in the CRM (Pipedrive) for activity tracking and monthly and quarterly KPI's.
• Cross-functional Collaboration : Collaborate closely with other departments, such as sales, marketing, product management, delivery, and support, to ensure a seamless customer experience. Share customer insights, feedback, and success stories to contribute to product development, marketing initiatives, and overall company strategy.
• Financial Management : Accountable for client finances including PO's. Identifies and pursues opportunities for organic growth within the customer portfolio. Supports service delivery with client budgets and invoicing particularly as it relates to issue resolution including invoicing issues and contract overages.

Education and Experience Required :

Compensation & Benefits :

Sitero proudly offers an impressive compensation package and benefits, including a competitive salary, variable pay, paid time off, and healthcare and retirement benefits.

Employment Type : Full Time, Permanent

Commitments :