Account Manager, Client Services Hybrid (Somerset, NJ)

S27a; New Jersey; Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan options

Paid time off

Parental leave

Employee assistance programs

Performance bonuses

Job summary

CareTria in Somerset, NJ is seeking an Account Manager, Client Services to lead the account team for assigned clients and ensure satisfaction and retention while maintaining PDMA compliance and adherence to SOPs. The role involves managing multiple programs, coordinating with Finance and Commercial Development, and driving client value.

You will supervise staff, allocate work, train employees, review invoices, monitor program hours, and present quarterly business reviews.

Qualifications

• Demonstrated successful people and team management experience.
• Customer experience focus while developing relationships with clients and stakeholders.
• Ability to communicate solutions to achieve client and company objectives.

Responsibilities

• Oversee the account team for assigned clients and manage client relationships.
• Ensure programs comply with PDMA, SOPs, and client rules.
• Manage billing, revenue, and budgets; forecast spending and renewals.

Skills

People management

Client relationships

Communication

Strategic direction

Microsoft Excel

Time management

Multitasking

Education

Bachelor’s Degree

Tools

Microsoft Outlook

Microsoft Word

PowerPoint

Job description

The Account Manager, Client Services role oversees the account team for assigned clients, serving as a primary interface and is responsible for the management of the team, client relationships, client satisfaction, and retention. Provides direction on program solutions and management. Responsible for managing multiple Sample and Compliance Programs and/or Sample Accountability Programs while ensuring programs remain in complete compliance with the Prescription Drug Marketing Act (PDMA), client business rules and internal Standard Operating Procedures (SOPs).

The Account Manager will manage the activities and performance of the assigned staff. Will identify new opportunities to enhance program efficiencies and compliance. The Account Manager is also responsible for managing workload and meeting client deliverables. They are to be involved in special projects within the department, oversees programs/accounts, and participates in CareTria company committees.

Hybrid role based out of Somerset, NJ location.

• Maintain productivity and efficiency for the client programs, while ensuring all work is completed accurately and within the confines of the Statement of Work (SOW), client business rules/deadlines, internal Standard Operating Requirements (SOPs) and PDMA Regulations.

• Responsible for managing overall client relationship in conjunction with Commercial Development and Client Operations Leadership.

• Contribute to client satisfaction process for assigned clients and implement corrective action when weaknesses are identified.

• Provide strategic direction to internal team and client.

• Key involvement/leader in solutionsfor both internal and external stakeholders

• Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; motivating, developing, and providing corrective action for employees; addressing complaints and resolving conflicts; review and approval of people and resource time.Accountable that all quality and reportable items are entered tracked and updated in the appropriate Knipper Systems

• Accurately manage client billing and revenue. Manage to forecast and track client spending and contract renewals. Monitor the budgetary requirements note in the SOW’s or Change Requests, escalating internally and with the client if budget will be exceeded.

• Accountable for the review of monthly invoicing by the team and work directly with the Finance department to resolve billing inconsistencies

• Monitor assigned program hours for client services and IT hours on a monthly basis to ensure accuracy.

• Manage escalations with the team to ensure timely reporting and communication to internal and client stakeholders.

• Evaluate program business rules and internal processes on-going to close gaps and to identify opportunities to present additional internal offerings.

• Create and approve internal change requests/estimates, PMO tickets and scorecards to initiate work, following all internal processes, and monitoring for updates and completion.

• Review and approve internal documentation such as Meeting Agendas, BRD, configurations, work orders/work instructions required to complete program-related tasks.

• Provide support in the presentation of system demos

• Schedule and manage the overall preparation for client business review presentations/charts and present same. Provide follow up meeting minutes and actions to QBR Meeting Minutes Management group.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

Education/Training:

• Bachelor’s Degree preferred however, equivalent certificate training or experience may be considered.

Related Experience:

• Three to five years management experience within a business and/or customer service environment, with demonstrated success in managing teams, implementing projects and interacting and collaborating with internal and external stakeholders, including but not limited to Software Engineering/IT, Finance, Project Management Office (PMO).

Knowledge, Skills & Abilities:

• Demonstrated successful people and team management experience; leadership skills
• Customer experience focus while developing strong, collaborative and successful relationships with clients and all levels of an organization.
• Effectively communicate to provide solutions for clients to achieve client and company objectives.
• Ability to communicate company and department vision and objectives to drive desired changes.
• Ability to use sound judgment and maintain professionalism in a deadline-driven environment.
• Demonstrate company values (CHART) and ensure team does the same.
• Strong working knowledge of Microsoft Outlook, Microsoft Word and Power-Point, advanced knowledge of Microsoft Excel (Pivot Tables, Charts, Graphs, etc.).
• Quick learner with strong Systems aptitude
• Strong organization and analytical skills,
• Strong time-management and prioritizingskills
• Punctual, dependable with a positive attitude and fosters the same from team
• Ability to multitask across various clients and programs.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Regular use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms

The expected base pay range for this position is $80K–$100 yearly. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an equal opportunity employer.