[Remote] Account Manager/Senior Account Manager

Note: The job is a remote job and is open to candidates in USA. Citrus Health Group is a new type of agency that focuses on empathetic patient care in product commercialization. The Account Manager/Senior Account Manager is responsible for supporting client accounts in Publication and Medical Affairs, developing strategies to enhance client satisfaction and revenue growth while collaborating with cross-functional teams.

Responsibilities

• Serve as a primary point of contact for assigned client accounts, building and maintaining strong relationships based on trust, communication, and responsiveness
• Understand clients' business objectives, challenges, and priorities, and develop proactive solutions and strategies to address their needs effectively
• Conduct regular meetings and check-ins with clients to provide updates, gather feedback, and address any concerns or issues
• Anticipate client needs and risks, proactively escalating and proposing solutions in advance
• Support account growth through identifying expansion opportunities in partnership with the Account Director and leadership team
• Collaborate with Project Managers to determine and refine specifications ahead of project initiation; oversee tracking and maintaining the status of projects and their respective scopes, timelines, budgets, and deliverables
• Proactively manage the account and be responsive to the client’s expectations and needs in project execution on a timely basis
• Ensure workflows/timelines are drafted accurately and align with internal processes and client processes and expectations
• Support the integrity and accuracy of client deliverables while maximizing the role of other colleagues in preparation of these documents
• Ensure that client meeting materials are accurately prepared (i.e., agenda, slides, meeting minutes, etc.)
• Assume ownership and responsibility for author relationships and their assigned tasks; remits include distribution and tracking of/follow-up on author responses to (or completion of) invitations, agreements, forms, and drafted or final deliverables; maintaining an archive of all these communications on the Citrus Health Group server (SharePoint)
• Submits information to client databases (Veeva Vault, Zinc, etc.) for tracking physician payments, travel, meals, and gifts (Sunshine Act)
• Ensure compliance with GPP2022, ICMJE, Sunshine Act, and any client and/or region-specific requirements/standards
• Ensure that all process steps relevant to quality control measures (e.g., editorial/graphics reviews, data fact checks) are completed for all projects
• Ensure that all your internal and external communications are clear, concise, and professional; and maintain electronic files and folders for all projects
• Understand and ensure the team follows all client required standard operating procedures and requirements
• Review and analyze project detail reports with Client Services weekly (or as needed) to identify incorrectly recorded project hours and incorrect or outdated budgets
• Work closely with the project team to identify and resolve potential issues ‘
• Identify and flag to leadership any resourcing gaps and timeline risks with recommended solutions
• Work with account and project teams to draft, submit, monitor, and adhere to approved budgets
• Maintain accurate financial spreadsheet(s) to support internal and client needs
• Draft SOWs (using Word and WorkBook templates) for any fixed-fee projects, as applicable per client
• Work with teams to submit invoices, accruals, etc. in a timely manner consistent with both internal and client directed SOPs
• Prepare for and is accountable for actions discussed in monthly revenue meetings
• Prepare work-in-progress and revenue reconciliation monitoring/report updates on a bimonthly or monthly basis; and in financial tracking and forecasting across account
• Monitor budgets and proactively flag and address any out-of-scope tasks with the client
• Provide mentorship support to more junior team members on the Client Services team by being a go-to resource for process and industry queries
• Support with onboarding and training new team members on best practices and Citrus standards and processes
• Model strong and professional client service behavior and collaboration across internal and client teams

Skills

• Bachelor's degree
• 3+ years of experience in project management and/or account management within a medical communications, publications, and/or pharmaceutical company. Experience with publication and medical affairs accounts is required
• High level of integrity, confidence, and accountability
• Effective organizational skills; attention to detail and timelines; high degree of accuracy
• Experience in account management, client services, or related field, with demonstrated success in leading and managing client relationships
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and colleagues at all levels
• Strategic thinker with the ability to develop and execute account plans and initiatives to achieve business objectives
• Results-oriented mindset, with a focus on driving client satisfaction, retention, and revenue growth
• Working knowledge of Microsoft Office applications (Outlook, Word, PowerPoint, Excel)
• Travel as required
• Knowledge of electronic project management systems (e.g., WorkBook, PubsHub, DataVision, iEnvision, PubStrat, Veeva, Zinc)
• Experience managing multiple accounts, therapeutic areas and deliverable types simultaneously

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