SVP, Director of Client Services

Job description

**About Avalere Health** United by one profound purpose: to reach **EVERY PATIENT POSSIBLE**. At Avalere Health, we ensure every patient is identified, treated, supported, and cared for. Equally. Our Advisory, Medical, and Marketing teams come together – powerfully and intentionally – to forge unconventional connections, building a future where healthcare is not a barrier and no patient is left behind. Achieving our mission starts with providing enriching, purpose-driven careers for our team that empower them to make a tangible impact on patient lives. We are committed to creating a culture where our employees are empowered to bring their whole selves to work and tap into the power of diverse backgrounds and skillsets to play a part in making a difference for every patient, everywhere. Our flexible approach to working allows our global teams to decide where they want to work, whether in-office or at home based on team and client need. Major city hubs in London, Manchester, Washington, D.C., and New York, and smaller offices globally, serve as collaboration hubs allowing our teams to come together when it matters. Homeworkers are equally supported, with dedicated social opportunities and resources. Our inclusive culture is at the heart of everything we do. We proudly support our employees in bringing their whole selves to work with our six Employee Network Groups – Diverse Ability, Family, Gender, LGBTQ+, Mental Health, and Race/Ethnicity. These groups provide opportunities to promote diversity, equity, and inclusion and to connect, learn, and socialise through regular meetings and programs of activity. We are an accredited Fertility Friendly employer with our Fertility Policy, enhanced parental leave, and culture of flexibility ensuring every employee feels supported across their family planning journey and can work in a way that suits their family’s needs. We are deeply invested in supporting professional growth for our employees through day-to-day career experiences, access to thousands of on-demand training sessions, regular career conversations, and the opportunity for global, cross-capability career moves. We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse. If you'd like to apply and need adjustments made, you can let us know in your application. **About the role** The SVP, Client Services is a skilled relationship builder, possessing deep pharma marketing experience and a proven ability to make meaningful connections. They are particularly skilled in unifying and motivating cross-functional teams toward strategic thinking and marketing solutions to achieve our client’s business goals. This person can assess the perspectives of team members to ultimately own the final decision on agency recommendations and escalation issues for their book of business. The SVP, Client Services is an inspiring people leader, motivating team members to deliver for each other and for our clients. This individual ensures client satisfaction and sets the pace and approach for developing strong client-agency relationships. The SVP, Client Services leads and collaborates on key initiatives in people development, process improvements, and operational excellence in support of effective client delivery. This person is a skilled relationship builder, possessing deep pharma marketing experience and proven success in the senior-most Account Management roles. They are particularly skilled in leading a team of Account professionals and unifying and motivating cross-functional teams toward strategic thinking and marketing solutions to achieve our client’s business goals. The person in this role can listen, interpret, and anticipate client needs grounded in extensive knowledge of the client’s business, markets, and marketing mix. The SVP, Client Services is constantly seeking and partnering with our clients and internal teams to generate innovative ideas that drive more and better engagement for our client’s brands and strengthen our client’s business. As a business leader, this individual possesses strong financial acumen and effectively manages to achieve revenue forecast and margin. The individual in this role can cogently outline financial and staffing issues for the GM and executive management, getting out in front of any client, staffing, or financial issues that might put the business at risk. The SVP, Client Services, is a seasoned agency leader who is often the face of the Avalere Health brand at a client organization. This person operates internally and externally with integrity, empathy, and respect. ### What you'll do **Client Services Team Leadership** - Provides strong, engaged leadership, effectively directs team members to meet expectations and accomplish organizational, team, and individual goals - Establishes priorities on brands and contributes to team discussions and problem-solving - Exhibits superior interpersonal skills to lead, motivate, and unify team and ensure a positive employee experience - Develops team members through coaching, mentoring, performance management, and training and development - Leadership and guidance of a team of VP Account leaders, strengthening and growing our next level leaders - Is an organizational leader; highly refined, positive internal working relationships at all levels and within all Avalere Health groups - Demonstrates success as an effective agency leader with the ability to drive both client and internal team initiatives. - A proactive and dynamic professional with strong business acumen, exceptional people skills, and high emotional intelligence. - Ability to act decisively with a strong sense of urgency and self-motivation rather than relying on external prompts. - Proven capability to lead clients and internal teams towards a unified vision, ensuring that strategic marketing plans and goals are achieved. - Deeply focused on business objectives with a robust understanding of brand and engagement metrics, as well as sales projections. - Strong grasp of the client’s business landscape, emphasizing strategic alignment between marketing efforts and business goals. **Client Relationship Management/Building** - Exhibits mastery in leading positive client relationships in complex situations, resolving client issues and strengthening client engagement - Builds and nurtures relationships at senior levels within the client organization through regular communication and leadership of quarterly business reviews - Able to triage and manage the most sensitive client discussions, including those related to escalation issues - Owns the final decision on agency recommendations and escalation discussions related to client relationship issues - Knows how our client’s performance is measured and grounds agency solutions in what matters most to our clients **Strategic Advisor** - Has deep knowledge of the pharma industry and understands and keeps pace with the issues and opportunities facing our clients’ businesses - Possesses experience across all dimensions of marketing planning and budget development; contributes to annual brand planning with cross-functional team - Has experience working with brands through all phases of the lifecycle, including strong pre-launch, disease education, and launch experience - Provides strategic counsel to clients by solving specific client business problems and delivering recommendations that meets the client’s business needs and establish Avalere Health as a valued partner - Ensure that insights, research, and data analytics are an integral part of our client counsel and recommendations which includes integrating our offerings and developing a strong cohesive narrative - Works collaboratively with Strategy, Engagement, Creative, Scientific, and Digital leaders to ensure teams are working optimally to deliver solutions that are on strategy and meet the clients’ needs **Financial Management and Growth** - Responsible for forecast development of LOB accounts, and ensures accurate forecast updates monthly and quarterly - Works collaboratively with Business Operations to ensure staffing plans are in place and team is ready to deliver for clients and deliver on forecast - Attains and exceeds annual revenue plan for individual clients/brands within LOB by providing value and actively seeking new assignments and organic growth opportunities - Ensures Client Services utilization targets are met, and addresses any underutilization or overutilization issues - Works collaboratively with Talent Acquisition to recruit top Account talent and maintains a talent pipeline to support future growth - Maintains regular and consistent communication with LOB leads across other functions to ensure collaborative growth - Contributes to annual business planning ### About you - 20 or more years of experience in marketing or marketing-related roles within the pharmaceutical industry - Agency Account leadership experience required - Experience in digital marketing and fully integrated marketing projects preferred - Experience leading books of business with yearly revenues of $25 million or more - Experience leading teams of account management professionals at multiple levels of 10 people or more