Job Title:Account Director

Department:Client Service

JOB PURPOSE

The Fishawack Account Director (AD) is responsible for the overall health of an account and includes developing existing accounts to their full potential through relationship building with clients and supporting the delivery team to ensure that we achieve excellence in the services that we offer, to budget, schedule and agreed specification.

JOB RESPONSIBILITIES

Five core responsibilities underpin the role of the Fishawack AD:

Client management
Strategic and commercial insight/added value
Account team leadership
Business development
Financial/KPI accountability

RESPONSIBILITY & PERFORMANCE MEASUREMENT

Client management-Developing strong client relationships, and developing and maintaining a client engagement plan

Identify client team/product stakeholders
Understand the roles, hierarchy and dynamics of the client team
Create effective partnerships, rather than vendor relationships, with clients
Encourage internal team to develop effective, long-lasting client relationships
Take a lead in managing the expectations of clients, pro-actively ensuring that client expectations are being met/managed
Work with CD to develop and maintain a client engagement plan
Identify potential client issues early and work with CD/Ops team to manage
Advise the client on budget priorities and budget spend as appropriate
With the support of the SAD/CSD/CD, develop and lead client onboarding meetings
Update CRM (client meetings, objectives, financial insights)
Perform internal and external risk management of accounts

Strategic and commercial insight-Providing ‘added value’ at the account and deliverable level

Have an understanding of the therapy area, product and market, and ensure internal and client teams are aware of updates
Understand client processes and help relate to team members
Drive strategic elements of the account e.g. communication and publication plans
Understand and identify key client objectives for all deliverables and be able to advise on best approaches

Account team leadership-Motivating internal team, instilling project ownership and ensuring smooth running of accounts

Have an overview of all live projects and full ‘big picture’ of the account needs
Develop effective working relationships with the internal Fishawack teams
Represent the client to the Fishawack team, challenging the internal team regarding client expectations
Work closely with the Editorial Lead and Project Manager to onboard new team members ensuring a robust account integration plan is in place (e.g. therapy area training/communication to clients/compliance)
Be familiar with the core requirements of the MSA and ensure rollout to the team and ongoing adherence (including compliance training, Sunshine/EFPIA reporting, AE reporting, financial aspects etc.)
Regularly review (quarterly) performance of account team (quality/project recoveries/timelines)
Understand roles and responsibilities across the account and how they interact
Have a thorough understanding of Fishawack Group processes and work with account team to ensure adherence
Understand potential challenges faced by all roles and be able to help navigate (with support from function leads)
Have an overview of resource requirement for your accounts and interact with functional heads to ensure adequate provision
Lead project debriefs
Support team with any request
Ensure internal team is receptive to account opportunities

Business development-Identifying account opportunities and making recommendations to the client

Develop and manage account plan, with support from SAD/CSD/CD
Brainstorm opportunities through regular (quarterly) account team development meetings
Arrange regular (minimum, quarterly) review meetings with client to:
Review status (performance and satisfaction)
Prospectively plan future work
Track clients as they move on from account teams
Lead development of proposals on existing accounts to drive organic growth
Have a thorough knowledge of Group capabilities and service offerings and apply through identifying opportunities for new projects based on client needs

Financial/KPI accountability-Achieving financial and account recovery rate targets

Demonstrate understanding of organizational metrics and what is needed from account teams including recoverability, workload & phasing accuracy
Support CD with MSA content /amends in readiness for negotiations and interactions with procurement
Develop financial account plan, including:
Account forecast (e.g. high growth account, maintain status quo, manage decline), plus rationale
Financial targets, plus rationale
Run end of month meetings to review health of account/core metrics
Lead end-month core team updates
Secure profitable ongoing business to meet targets - projects being estimated correctly and reconciliations conducted
Ensure proper approval obtained before any discounts are provided to the client

CORE COMPETENCIES FOR THIS POSITION

(The behaviors, skills, and practices required to accomplish the objectives of this position and in the daily conduct of business.)

Business Acumen

Understands the business and is knowledgeable about current and potential future policies, practices, trends, and information that could affect the organisation; is aware of how strategies and tactics work in the marketplace and is able to make good decisions based on a mixture of analysis, wisdom, experience, and judgment.

Command and composure

Can be counted on to provide a settling influence and guidance in a crisis. Energised by tough challenges, remains cool under pressure and is not knocked off balance by the unexpected; doesn’t become defensive or irritated when times are tough and doesn’t show frustration when resisted or blocked.

Client Focus

Is dedicated to meeting the expectation and requirements of the client, establishing and maintaining effective relationships and gaining their trust and respect.

Team Leadership and Motivational Skills

Is good at establishing clear direction and maintaining two-way dialogue with others on work and results, letting people finish and be responsible for their work; a clear communicator, able to build integrity and trust; regarded as a direct, truthful, and confident individual who admits their mistakes and acknowledges the achievements and contribution of individuals in the team; brings out the best in people, creating a climate in which people want to do their best; makes each individual feel his/her work is important; can motivate many kinds of direct reports and team or project members; uses diplomacy and tact and can diffuse even high-tension situations comfortably; shares ownership and visibility, wins and successes; creates a feeling of belonging in the team.

Interpersonal Skills

Relates well to all kinds of people, up, down, and sideways, inside and outside the organization, building appropriate rapport as well as constructive and effective relationships; empowers others and invites input from each person.

Organising and process management

Can marshal resources (people, funding, material, support) to get things done, orchestrating multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner; follows established processes and is good at figuring out the processes necessary to get things done

INTERACTIONS (EXTERNAL)

Clients
Authors/Experts
Vendors
Contract or Freelance Employees

INTERACTIONS (INTERNAL DEPARTMENTS)

Senior Leadership team
Divisional Leadership team
All Employees

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and ability required.)

Education

Required: 4-year post secondary education, or equivalent experience

Experience

8+ years in account/project management position, preferably in healthcare

Special Knowledge/Skills

Microsoft Office suite
Self-motivated, professional and team player, someone people like working for and with, with strong decision-making capabilities
Pursues everything with energy, drive and commitment

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