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Director of Account Services

Kenilworth, NJ | Job #320419
Job Title: Director of Account Services
Location: Kenilworth, New Jersey
Type: Freelance / Contract
The Director of Account Services serves as a hands-on leader, providing logistical, operational and organizational leadership and support to the Account Services department, while personally managing select, high-level client accounts. They will serve as a key client contact, establishing strong and trusted relationships across selected accounts. The Account Services Team Lead embodies an entrepreneurial spirit and fluid work style, acting with a passion for creative excellence, consistently demonstrating strategically and creatively-minded thinking. Working with the Associate Studio Manager, Client Services, they identify and target opportunities for operational and organizational growth and improvement and then implement and ensure adoption of these new processes and restructures, all while ensuring client service excellence.
 
KEY RESPONSIBILITIES

Leadership

  • Provides guidance and oversight to a team of account managers to ensure that clients’ needs are being met and/or exceeded
  • Serves as the initial point of escalation for clients and creative team members for account-management–related issues
  • Researches, organizes, and disseminates relevant information to the team, including staying current on all corporate policies and procedures to ensure team compliance when executing on assignments
  • Inspires and motivates cross-functional teams to over-deliver against expectations, resulting in high employee engagement and overall client satisfaction
  • Projects a professional, positive attitude toward peers, team, and clients
  • Establishes credibility and maintains leadership image both internally and externally; conveys confidence without overpromising
  • Demonstrates a real sense of caring for the team’s professional and personal well-being
  • Encourages a positive, nurturing, and professional culture that values and is committed to excellence and continuous improvement
 
Client Service
  • Provides big-picture strategic thinking, vision, and insights to drive innovative ideas and put them into action
  • Balances client desires, business needs, marketing standards, and brand identity
  • Develops innovative ideas and influences marketing solutions for aligned accounts across all marketing channels
  • Foresees and identifies opportunities and formulates quarterly plans to manage and to drive the business in concert with the goals identified by leadership
  • Partners with clients to develop accountable marketing and tactical plans for the next fiscal year to deliver business results
  • Reviews major deliverables prior to client review
  • Delivers capabilities presentations to inform clients of identified service offerings
  • Upholds agency-quality standards in servicing clients
  • Understands the essential dynamics, strategies, and business drivers of aligned accounts
  • Writes thorough and actionable creative briefs
  • Evaluates creative work for consistency and accuracy and monitors compliance with strategic messaging and branding
 
Operations
  • Together with leadership, creates and implements an innovative approach to strategic discovery and planning for creative delivery of the full range of identified service offerings
  • Understands agency resources and uses them creatively to support clients’ business
  • Reviews work and assists with the preparation of creative briefs, capabilities presentations, and communication plans as needed
  • Anticipates and assists with client challenges, provides back up as needed, and steps in to rescue at-risk projects
  • Regularly and proactively monitors workflow, team metrics, studio metrics, processes, projects, and documentation to instill a mindset of continuous improvement and ensure potential issues are identified prior to impacting clients
  • Creates response plans to address organization gaps and evolving business needs
  • Ensures client satisfaction at all times through seeking continuous feedback
  • Gathers, analyzes, and reports on organization metrics to senior management and clients
  •  
Staff Management and Resourcing
  • Recruits, interviews, onboards, and trains new team members
  • Partners with Associate Studio Manager, Client Services, to determine appropriate staff, work assignments, and prioritization based on:
  • Utilization metrics
  • Client and business alignments
  • Experience and skillsets
  • Capacity within project time frame, project tier, type, and distribution
  • Team member development goals
  • Coaches, mentors, and develops team members relative to departmental goals, including proactively addressing team members’ performance issues and provides appropriate feedback
 
SKILLS AND KNOWLEDGE REQUIRED
  • Ability to work effectively with employees, peers, and senior-level management
  • Demonstrates advanced knowledge of process and process improvement
  • Demonstrates excellent grasp of account management/client services best practices
  • Able to see the world through two lenses: creativity and accountability
  • Deep understanding of integrated marketing directed toward both consumers and healthcare professionals
  • In-depth knowledge of pharma and marketing communications strategies, regulatory environment, and healthcare provider organizations
  • Demonstrable passion for digital and multichannel business and marketing, including a proven track record of developing and executing digital programs
  • Demonstrates excellent communication, presentation, and interpersonal skills
  • Ability to influence, manage and drive action in on-time and accurate execution of deliverables and services
  • Works well in collaborative creative environments as well as independently
  • Proactive, decisive and adept at crisis management
  • Operates effectively in a fast-paced, deadline-driven environment
  • Superior customer service ethic
 
EDUCATION/EXPERIENCE REQUIREMENTS
  • BA/BS
  • 10+ years agency experience, in-house agency experience preferred
  • 7+ years pharma or healthcare experience preferred
  • 5+ years account management related experience
  • 3+ years direct management of account services team members


Job ID: 320419JK2
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ABOUT CELLA
We are passionate about connecting you with the right role at the right organization—and providing you great benefits for the great work you do. With an attractive compensation package including competitive salary, 401(k) plan, weekly paychecks, holiday pay and a health benefits program, we have you covered.

Cella is an award-winning leader in consulting, staffing and managed solutions for creative, marketing, digital and proposal development teams. We help people build meaningful careers and partner with companies to help them win. Our staffing solutions include freelance, contract, temporary, temp-to-hire and direct hire positions. Cella is the only creative staffing firm to win the Best of Staffing® Client and Talent Awards for 10 years running. And as a Certified Women’s Business Enterprise, we proudly help clients meet diversity objectives, too. Cella is an equal opportunity employer.