Director, Strategic Account Management

Reporting to the VP, Sales & Marketing, the Director, Strategic Account Management will become a strategic partner and advisor to assigned key Captario customers, nurturing relationships over time in order to discover new opportunities to work together for mutual benefit. In addition, this role will help lay the groundwork of the Key Account Management function at Captario by identifying repeatable processes and developing programs that improve overall customer experience and satisfaction, as well as internal efficiencies.

Key customer responsibilities include growing the company’s revenue by ensuring that key clients are satisfied with the services provided, identifying new business opportunities within key clients, and overall developing long-term relationships. Key internal responsibilities include building frameworks for sustained account management function and supporting junior account managers in their development.

In addition to attending all meetings, trainings, and workshops with key clients, KAMs will further serve as the face of Captario by supporting external conferences and events as a thought leader.

The Director, Strategic Account Management will be a strategic thinker with proven leadership and operational experience within pharma. The goal is to contribute to sustaining and growing our business to achieve long-term success.

Key Responsibilities:
· Building and sustaining solid relationships with key clients that bring in the most income for the company
· Developing a thorough understanding of key clients’ needs and requirements and preparing customized solutions
· Maintaining customer satisfaction through strong leadership and by addressing and resolving key client concerns
· Anticipating key account changes and improvements
· Acting as the main point of contact between key clients and the internal team
· Ensuring that internal tactical teams are aligned with client expectations to deliver requirements to deadline and expected level of satisfaction
· Building internal frameworks for repeatable account management delivery that is also uniquely ‘Captario’
· Mentoring junior key account management employees
· Compiling reports on account progress, goals, and forecasts for key stakeholders
· Negotiating contracts with key clients and meet established deadlines for the fulfillment of each client’s long-term goals
· Supporting sales & marketing team in prospective client meetings & demos
· Acting as a Captario thought leader by attending and/or presenting at conferences & events, authoring related content (articles, blogs, case studies, etc.), and promoting Captario and/or your personal brand on social platforms


Key Qualifications:
· Bachelor’s degree required; MBA preferred
· Minimum of 5 years of progressive pharmaceutical drug development experience
· Proven experience in key account management, sales, or consulting
· Ability to effectively problem-solve, lead change, and motivate internal & external individuals
· Proficient in financial analysis and establishing & monitoring forecasts
· Hands-on experience strategizing and negotiating complex sales deals
· Ability to operate at both a strategic/conceptual level and at a detailed, operational level
· Ability to build rapport with key clients
· Strong ability to handle multiple client accounts
· Metrics driven, highly disciplined
· Strong interpersonal skills, ability to communicate with a diverse range of individuals
· Hands-on, action-oriented approach that fits well with an entrepreneurial, fast-growing culture
· Exceptional customer service skills
· Excellent communication skills