Description

Syneos Health is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.

Our Clinical Development model brings the customer and the patient to the center of everything that we do. We are continuously looking for ways to simplify and streamline our work to not only make Syneos Health easier to work with, but to make us easier to work for.

Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you'll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to accelerate the delivery of therapies, because we are passionate to change lives.

Discover what our 29,000 employees, across 110 countries already know: 
WORK HERE MATTERS EVERYWHERE

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to our Total Self culture - where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people.
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives - we're able to create a place where everyone feels like they belong.

Job Summary

The Customer Account Lead/ Managing Director is a senior individual contributor responsible for driving profitable growth, customer satisfaction and high-quality operational delivery for the company. This position oversees and is accountable for the financial performance of one or more assigned accounts within the West Coast USA; develops and executes strategies and operational tactics to grow the account(s) or achieve material growth and market share in the geography through new opportunities. Key performance metrics include Gross Awards, Revenue, Profit and Customer Satisfaction for the account (s).

JOB RESPONSIBILITIES

• Acts as the main executive-level customer relationship holder and contact for major decisions affecting the relationship, growth, delivery, and financial health of each account and / or develops, deploys, and executes with key Syneos Health Stakeholders overall strategy for the geography achieving agreed metrics, targets and goals.
• Leverages, develops, and nurtures executive-level relationships with the key customers and decision-makers, identifying, developing, and driving opportunities for growth and value creation.
• Leads the development and execution of a robust strategic plan for each account working closely with the Account Management Team and other internal stakeholders, aligning with the company's vision, mission, and values.
• Achieves account objectives through strong leadership of a matrix account team. Account team members include sales, delivery leads, therapeutc area leads, proposals, contracts, finance, quality, and delivery team members.   
• The Account Lead / Managing Director is accountable for exceeding/ achieving quarterly and annual targets to include Gross Awards, Revenue, Profit, Operational KPIs, KQIs, Customer satisfaction/Customer loyalty.
• Develops and leads account governance oversight including Executive and Operational governance forums.  Sends regular Syneos Health updates, company updates, new solution, thought leadership, webinars, conference updates.
• Account Lead / Managing Director works with account support staff and delivery team to develop account specific operating manuals and ways of working.
• Provides regular updates to the customer to ensure compliance with established quality performance metrics, key performance metrics, benchmarks, financial performance, and customer satisfaction.
• Ensures customer ecosystems are mapped and guides stakeholders through complex customer decision making processes. The Account Lead / Managing Director understands customer company culture and work processes and ensures those who interact with customers are briefed and understand the nuances of collaborating with them.
• Orchestrates functions, subject matter experts, and solutions, leveraging across the Enterprise to develop and deliver on the customer's requirements and expectations. Partners effectively with Commercial business leads to identify commercial business offerings that can be leveraged to drive differentiation to customers.
• Provides thought leadership and drives growth through innovation and challenging norms to create new opportunities and compelling solutions.
• Directs the resolution of highly complex or unusual business problems that have a major impact on the client's long-term strategy, partnership, or Syneos' reputation, balancing the customer and Syneos objectives.
• Monitor market trends and competitor activities to identify opportunities for growth and expansion and develops and maintains strong relationships with industry influencers (PE, outsourcing) and key opinion leaders in the geography / and across the industry.
• May evaluate the breadth of accounts and opportunities in the geography and appropriately allocate his/her time to generate maximum value.
• Proactively identifies, translates, and addresses the stated and unstated customer needs into opportunities and solutions.
• Develops and executes change initiatives that impact and influence the organization to be more customer centric and to help achieve customer objectives.
• Leverages comprehensive understanding of internal and industry standards, as well as of the changing business environment to help in developing change initiatives that impact and influence the organization to be more customer centric and to help achieve customer objectives.

Qualifications

QUALIFICATION REQUIREMENTS

• Advanced degree (e.g., MBA, MS, PhD) in a relevant field, such as life sciences, medicine, or pharmacy.
• Minimum of 15+ years of experience in consultative, strategic sales and customer account management, 8+ experience in clinical operations in the clinical research industry, with a proven track record of success.
• Extensive knowledge and understanding of the clinical research market, trends, regulations, and best practices.
• Must have the essential scientific knowledge and the capacity to acquire knowledge of the Enterprise and showing the competence to grasp and anticipate the client's challenges, needs, and expectations, and provide bespoke solutions that align with the company's vision, mission, and values, as well as the industry standards and best practices.
• Ability to establish authority, trust, and influence as a senior leader, and use this to generate value and growth for the company and the clients.
• Broad operational knowledge, with proficiency in managing and overseeing the operational aspects of the account.
• Cross-functional mind-set, highly collaborative, exceptional orchestrator of stakeholders and solutions, with an ability to coordinate and collaborate with various internal and external stakeholders, to ensure seamless delivery and customer satisfaction.
• Must be a customer focused leader with exceptional communication skills and uphold the company ethical standards and policies in all that they do.
• Demonstrated leadership skills with the ability to collaborate, influence, and persuade.
• Excellent computer skills, with strong knowledge of Microsoft Office products.
• Ability to facilitate and lead team activities related to new business opportunities.
• Effective organizational and problem-solving skills, with an elevated level of attention to detail and accuracy.
• Ability to travel as required, up to 35% of the time (TBC).

Disclaimer:

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees.