Red Nucleus is hiring a Senior Director of Client Services to join our global team! This role can be based out of our US offices or full-time remote in the US.
Our purpose is advancing knowledge to improve lives. We succeed by being the premier provider of strategic learning and development, scientific advisory services, and medical communications solutions for the life sciences industry. Our global team is composed of nearly 800 full-time employees whose commitment to creativity, quality, and on-time delivery is unrivaled in our space.
At Red Nucleus, we believe in providing a rich working environment that pushes us to innovate in ways that engages our employees to be their best selves. Our culture is about meaningful work, a true sense of community, and fun. We love to celebrate our people and we are proud to have been Internationally recognized as a “Great Place to Work".
How You Will Contribute
In this position, you will be working with our Medical Communications team. For more information about our team, please visit MedComms | Red Nucleus.
As Senior Director, Client Services, you collaborate with a group of individuals with diverse skills to accomplish a common goal: to create materials and programs that meet—or even exceed—Red Nucleus standards and client expectations. Not only do you strive to meet these expectations, but you manage the day-to-day workflow of the project teams as they develop and deliver materials on time, within budget, and to the client’s satisfaction. You work closely with your operations team and scientific colleagues, to coordinate the workload and priorities for roles needed to execute the business.
Essential Duties and Responsibilities
Your responsibilities are divided into 4 core areas: Timeline Development and Management, Client Interaction, Tactical Development and Team Mentorship. For those new to the role, the tasks and responsibilities within these core areas will evolve over time as you gain knowledge, skills, and experience in the role.
- Timeline Development and Management
- Develop, monitor, and update the project timeline throughout the project life cycle; adjust for efficiencies
- Communicate key timing milestones to client and project team and impacts of missing the same
- Client Interaction
- Serve as primary point of client contact for projects
- Set up and lead client kick-off and status meetings, including creating agendas and preparing the team
- Understand client needs/requirements and help team meet/exceed client expectations (timing, quality, team interactions)
- Document client interactions and clearly communicate action items via status reports
- Support client on Medical/Legal/Regulatory (MLR) calls
- Recognize and communicate potential project challenges and scope creep to the client proactively and provide potential solutions
- Tactical Development
- Promote the adherence to and evolution of Red Nucleus processes and serve as a role model in this area
- Provide necessary project background (situation & need, scope, branding guidelines and standards, technical requirements, assets, etc.) to internal team
- Schedule and lead internal kickoff meeting (when/if appropriate)
- Setup/Organize projects in Kantata as required
- Manage MLR process, including monitoring submissions, reviewing comments, and making or delegating changes
- Provide logistics support at on-site advisory boards and handle challenges quickly and effectively
- Liaise with third-party vendors as needed based on project needs or client requests
- Schedule and conduct post-project reviews to discuss project successes and challenges
- Manage internal projects, such as development of internal training resources or documentation/standard operating procedures
- Gain experience managing a variety of project types, which may include advisory boards, data repositories, operational support, brand management, etc.
- Team Mentorship
- Mentor junior team members as they support the projects you lead, providing guidance as to what successful project leadership looks like
About You
- Bachelor’s degree (BA/BS) or equivalent experience managing and designing blended learning solutions
- At least 7 years of Operational experience within a digital agency or professional services organization
- Experience in or serving clients in a highly regulated environment, specifically pharmaceutical, medical device, or biotech
- Sales training experience a plus
- Educational background in business
- Familiarity with client submission systems (eg, Veeva Vault)
Skills & Abilities
- Demonstrated ability to manage projects within budget and scope, as well as to assess and manage client expectations
- Proficiency with:
- Microsoft Office (eg, Word, Excel, PowerPoint, Outlook)
- Project Planning Software (eg, Microsoft Project)
- Adobe Acrobat
- Virtual Meeting Software (eg, GoTo Meeting, Skype for Business, WebEx)
- File Sharing Software (eg, OneDrive, Box)
- Client submission systems (eg, Veeva Vault)
- Experience with the financial aspects of project management (budget planning, revenue recognition, invoicing, etc.)
- General understanding of the skills required to create blended learning products including creative/instructional content development, graphic design, programming, media creation, content editing, and quality assurance
- Exceptional teamwork, interpersonal, communication, attention to detail, and organizational skills
- The ability to manage a project team comprised of diverse personalities and skillsets
- The ability to independently, proactively, and effectively prioritize and manage multiple tasks
- A high level of motivation, adaptability, curiosity, and the capability to deal with pressure positively
- Willingness and ability to occasionally work evenings or weekends to meet project deadlines, and travel periodically to client meetings/events and sales pitches
What You Will Enjoy at Red Nucleus
- Competitive pay, incentives, retirement, and income security programs
- Comprehensive benefits and wellness programs focused on healthy lifestyles
- Generous paid time off, employee assistance programs and flexible work arrangements
- Performance-driven environment including professional development and transfer opportunities
- People-first culture fostering self-expression, diversity, and a growth mindset
- Celebrations! We love to celebrate service anniversaries, holidays, diversity and inclusion events, project milestones and anything else that is meaningful to our employees
- Support of the community organizations you are passionate about
- Ongoing programs and events designed to bring our global team together
Diversity, equity and inclusion are valued at Red Nucleus and we believe we have a shared responsibility to provide equal opportunity and foster an inclusive spirit. We do not discriminate on the basis of race, color, national origin, religion, caste, sexual orientation, gender, age, marital status, veteran status, or disability status.
To learn more about working at Red Nucleus, please visit Careers | Red Nucleus.
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