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Associate Director of Client Services
The Associate Director is responsible for overall delivery management and account management for designated projects and accounts. The Associate Director is responsible for the delivery of projects and related services for his/her team of Client Services resources. The Associate Director also has responsibility for account management in support of business development efforts in conjunction with the respective business development owners. Sr. Project Managers, Project Managers and Associate Project Managers may report to the Associate Director.
Program/Project Management Ensure all projects are delivered on-time and within budget, ensuring high quality deliverables and services.
Proactively manage client expectations to ensure high degree of client satisfaction.
Manage teams as they produce deliverables, manage client relationships and deliver products.
Provide weekly updates for managed portfolio to department management (e.g. Operations Committee, etc.)
Oversee internal and external communication for assigned clients, including regular status and metric delivery.
Support Account Management for assigned clients, including account financials, business development opportunities, client communication, and clinical development pipeline with business development owners and Project Managers.
Routinely (monthly) report on the assigned accounts to department management.
Supervise and develop personnel working on managed portfolio projects.
Identify and implement opportunities to optimize client services for assigned projects and accounts.
Coordinate with the department management to ensure consistent and effective processes are employed within the department.
Business Development Identify new opportunities at assigned accounts in conjunction with assigned team resources and assist the assigned business development owner to closure.
Oversee and facilitate Change Order process for assigned accounts.
Support Business Development efforts through capabilities presentations, bid defenses, and proposal/pricing creation and review.
Participate in Business Development account management planning and execution – serve as primary customer relationship owner for assigned accounts.
Administration/Team Management Direct the efforts of personnel responsible for the day-to-day activities of delivering projects for assigned team (e.g. Project Managers, Project Specialists and Project Assistants).
Develop and maintain a collaborative working approach with all matrixed resources (Professional Services, Technical Delivery, Product Development and Shared Support Services) to foster high quality service delivery.
Coach, counsel and provide management and guidance for direct reports.
Work with the departmental management to ensure the program team is sufficiently staffed for assigned projects/accounts.
Work with the department management to ensure projects are assigned appropriately amongst assigned resources.
Refine and further develop the Bracket business model by developing and enhancing business processes, implementing best practices and templates, and seeking ways to work more efficiently.
Enhance internal Bracket products and/or initiatives (i.e. IR2, Learning Zone, Scale Management, VERIFIED, IxRS, EDC, ePRO, etc.) through individual contributions and/or ownership, as assigned
Experience A minimum of eight years of professional business experience
At least six (6) years experience as a project manager. Knowledge of, and proven experience with, formal project management methodologies is required.
Skills & Competencies Knowledge of formal business development and account management practices, including management of Account Plans and their associated tactical implementation
Strong business planning skills, including ability to forecast resource and process needs on a forward looking basis.
Demonstrated ability to lead people and get results through others.
Excellent problem and/or dispute resolution skills.
Management experience for a portfolio of projects and their associated assigned resources
Pharmaceutical industry experience required and clinical study experience preferred; training and/or education background valued.
College degree (B.S., B.A.)/University Degree for Prague candidates or equivalent years of experience.
Experience managing and growing a team of talented professionals including mentoring and coaching abilities
Interest and ability in seeing 'the big picture' helping define the future of Bracket.
Ability to work rapidly both independently and as part of a team in a dynamic, small-company environment
We offer a highly competitive base salary and an outstanding benefits program, including medical, prescription drug, dental, vision, 401(k) with Company match, life insurance, and generous paid time off.
We are an Equal Opportunity Employer, M/F/D/V