Account Operations Manager - Pharmaceutical Industry

Direct Travel

Remote, USA

Estimated pay: Est. $19–$29/hr (market estimate, not employer-stated)

The **Account Operations Manager** serves as a strategic partner to Account Executives, ensuring seamless management of client relationships, financial oversight, and operational excellence. This role is responsible for maintaining and growing revenue by effectively managing contracts, tracking key performance indicators (KPIs), and ensuring alignment between client needs and internal operations.

With a strong focus on process efficiency and standard operating procedures (SOPs), this role plays a critical part in optimizing the client experience, ensuring smooth program execution, and fostering long-term business success. The Operations Manager exercises discretion and independent judgment which directly impacts customer engagement and retention.

**Responsibilities**

**High Payoff Activities:**

• Grow target accounts through leading, guiding, and consulting and ensuring delivery of stellar service. Consistently look for operational efficiencies, recommend solutions and share best practices with other Account Operations Managers. Stays current on client company changes, evolution and new key players with an eye consistently on outstanding service, reinforcing compliance with SOPs. Collaborate with Account Executive, internal department managers and team members to ensure a consistent and seamless experience for client accounts.

**Partner with Account Executive(s) to maintain/grow client relationships:**

• Partner with Account Executives and others to maintain and improve client deliverables by participating in sales calls, help assess client needs and expectations, provide cost and labor information, review project scopes and SOW's and help designing the programs when necessary.
• Consistently inform the Account Executive of client status on a bi-weekly basis, including challenges encountered and solutions deployed, as well as structure and leadership changes.
• Identify opportunities for updating MSA rate cards and ensure profitability.
• Help penetrate client account for additional business opportunities.
• Look for opportunities for AE and senior leadership to have meaningful engagement with the client contact(s).
• Ensure accuracy of Salesforce data, input of new business and updates, maintaining the integrity of the data.

**Client Relationships**

• Maintain healthy relationships with assigned accounts that exceed their business objectives and result in increased revenue while maintaining Creative Group's brand reputation.
• Stay relevant in the client business and grow the client relationship while keeping the AE informed and engaged at key points.
• Develop a partnership with key client contacts, such that all activities are closely aliens with the customer's business case and strategy, allowing the full potential of the client's brand to be realized.
• Identify and escalate key customer service-related needs and manage customer expectations on an ongoing basis.
• Proactively resolve client issues that may put the account at risk.
• Ensure client KPIs and SOPs are communicated internally and understood, and SOPs are adhered to.
• Function as point of escalation with client. Anticipate and resolve client issues.
• Actively seek opportunities to expand business within existing accounts.
• Qualify business opportunities by understanding program scope and assessing client needs and expectations.
• Look for ways to lead, guide, and consult the client, and create efficiencies.
• Lead business review meetings. Track and record best practices on program/account basis to share with clients, gather relevant data from various sources, perform in-depth analysis to identify patterns, trends, and correlations within the data.

**Lead and oversee the client experience by engaging effectively with internal teams:**

• Coach and develop sourcing, design and program operations teams to deliver a menu of service based on customer journey stage with a strong emphasis on customer needs and pain-points.
• In partnership with Department Managers, accountable for effective program communication and operation within project team.
• Participate in the development and implementation of operational strategies for your account resulting in process improvement; standardize processes as much as possible and adapt these to meet clients' expectations; monitor compliance to processes and procedures.
• Scope each project to engage the right internal team members and lead the project team through the pre-sale phase of the client journey.
• Work in collaboration with department managers to align the right internal team members.
• Prepare internal Transition Meeting document in partnership with Sourcing and request operational resources including Event Technology Project Manager requests.
• Schedule and lead Transition Meeting (EDSM will schedule and lead if Sourcing is involved) to include recap of client's KPIs; reference SOP library, client specific templates.
• Design content and lead the introduction of the account overview to