The Account Management Director will be responsible for the overall strategy and success of the DRE relationship with their assigned clients. This leader will develop a plan for each customer to fully address the client and DRE relationship goals by identifying and prioritizing the client research needs and continuously finding opportunities to maximize DRE engagement.
The DRE Client Services team is responsible for proactively engaging with the company’s clients and internal teams to ensure world-class delivery of services and an exemplary client experience. The team also ensures that our clients’ adoption of those services exceeds expectations and yields a sustainable and recurring partnership.
Develop in partnership with DRE executive team a customer plan that addresses the clients and DRE’s mutually agreed relationship goals and ensures the renewal and expansion of clients contract and engagement with DRE.
Meet the pre-defined revenue targets, deployment objectives and customer satisfaction metrics as managed by Client Services with respective clients
Partner closely with DRE executive staff to ensure timely and appropriate peer level communications and SME engagement when needed
Manage all aspects of the client scientific and business engagement with DRE to ensure delivery of the most impactful and highest quality research projects, software deployment, and overall technology adoption.
Observe compliance with internal processes and procedures for initiating and conducting research
Conduct in-person and web-based demonstrations and training for use of DRE software
Deliver demonstrations/presentations in person or via web meeting tailored to customer therapeutic area and functional context
Train and oversee Client Solutions staff to engage clients in discussions that lead to projects with specific objective, end product and value message identified
Use SalesForce to track projects, maintain and review project dashboards to ensure timely completion of projects
Create, organize and update client -specific communications and training plan
Gather and document use cases and best practices and create presentation materials to publish to DRE clients as appropriate.
Track usage of software by clients, and analyze usage data for trends.
Prepare presentations and support materials for DRE key personnel in advance of client meetings
Coordinate with and engage DRE training department
Lead the technical and program support function for clients who are using DRE’s licensed software solutions:
Respond to client support inquiries in a timely, tactful and effective manner. Be the first responder from email, phone, and web technical support queries.
Set and manage client expectations, including providing an estimate of time when issue will be resolved, actively and consistently communicating with the client while the issue is being addressed.
Coordinate with appropriate personnel or department to resolve the issue as quickly as possible.
Provide hands-on, proactive and consultative troubleshooting and training
Provide an excellent client experience by anticipating and resolving issues in a manner that exceeds expectations.
3+ years customer management experience in health sciences
Strong technical skills
Strong problem solving ability, turning challenges into opportunities
Excellent written and verbal communication skills
Demonstrated ability to connect with people and build relationships across multidisciplinary teams
An ability to confidently deal with and support high profile personalities in a fast-paced, multi-tasking work environment
A mature attitude, with initiative and a firm commitment to job ownership
An eye for details
Collaborative and persuasive, with good listening skills
Passion for working with people and ability to handle stressful internal and external client situations
Experience working with international clients in multiple time zones is a plus
Doctor Evidence is a specialty evidence-based medicine software platform and services company. Doctor Evidence provides stakeholders from across the healthcare ecosystem with relevant medical evidence to inform timely, evidence-based strategies. The Doctor Evidence Digital Outcome Conversion (DOC™) methodology takes data from published clinical studies, FDA drug labels, and epidemiological databas...es and transforms static data into reusable dynamic databases. Our software platform empowers both public and private sector clients to conduct ready analyses with the highest level of transparency available for today's market communication standards. DRE’s clients include all 10 of the ten top pharmaceutical companies, leading healthcare providers and payers, regulators, major guideline societies, and academic and research institutions.