Support Account Manager Jobs in Chicago, IL (NOW HIRING)

About the Opportunity

Under the direction of the Client Service Director or Vice-President, Client Services, the Account Manager/Senior Account Manager is responsible for supporting existing and new Publication and Medical Affairs client accounts. In collaboration with Citrus Health Group leadership, they will support account forecasting, providing guidance, support, and strategic direction to drive client satisfaction, retention, and revenue growth. Your role will involve developing and executing account strategies, fostering strong client relationships, and collaborating with cross-functional teams to deliver exceptional service and results.

Responsibilities:

Client Relationship Management

• 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

Client Service, Project Planning, Management, and Tracking

• 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

Quality and Risk Control

• 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

Financial Management and Tracking: Overall responsibility for the integrity and accuracy of financial deliverables (i.e., budgets, invoices, trackers, etc.)

• 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

Mentoring and Management

• 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

Qualifications

• 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

Preferred Skills/Experience

• 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