Director, Client Services

Delivery Strategy & Program Ownership:

• Lead delivery strategy and operating plans for all programs in your portfolio, ensuring campaigns are architected to meet client goals before execution.
• Own governance models, resourcing plans, and quality standards for each account, including meeting cadence and escalation paths.
• Maintain oversight of program execution from planning through optimization, approving all client-facing communications.

Strategic Client Leadership & Revenue Ownership:

• Own a portfolio of pharmaceutical accounts with full accountability for retention, expansion, and program health, including $5-10M+ annual business.
• Develop annual account growth plans aligned to client strategy, lead QBRs with clear recommendations, and own brand-level health and risk mitigation.
• Partner with Business Development on upsell and cross-sell opportunities to drive revenue growth.

Team & Cross-Functional Leadership:

• Manage and mentor a team of CS Managers and Coordinators, developing their strategic and consultative capabilities.
• Lead cross-functional collaboration with Sales, Operations, Product, and Data to deliver integrated solutions.
• Serve as the internal voice of accounts, contributing client feedback to Product roadmap and department initiatives, and managing escalations proactively.