Senior Account Manager, Team Lead

Job ID 2021-3438

Account Management Newark, New Jersey


Description

Medscape, a division of WebMD, develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

The Senior Account Manager, Team Lead layers on additional business and staff oversight responsibility to the traditional Senior Account Manager responsibilities. The successful application will function as a business leader, direct supervisor, point-of escalation for business and team related issues, team mentor, and departmental role model. In addition to excellent organization, detailed-orientation, communication, project management, quality control, and customer-service skills, the application must be prepared to heavily invest in the training, mentorship, and growth and development of direct report(s).

 

Team Lead Responsibilities include:

  • Direct supervision of one or more direct reports
  • Training, onboarding, and continuous support for growth and development for direct report(s) including maintaining regular weekly 1-1’s
  • Management of personnel in Dayforce, including time-off, performance, and salary planning
  • Participation in quarterly managerial leadership training, as a combination of company-sponsored, self-study, and external training
  • Participate periodically in weekly/monthly Account Supervisor meetings
  • Provide back-up to Account Supervisor on Salesforce deal review and approvals
  • Serve as first point of escalation for assigned business, helping to triage issues, generate solutions, and provide internal visibility to upper management as needed
  • Serve as overall team/department mentor and role model for client service, business skills, and interpersonal interactions
  • Provide leadership and support for efficiency, quality, and cultural initiatives including product champions, MLR efficiency, Account Management stakeholder communication, and improved cross-functional collaboration

 

Senior AM Responsibilities include:

  • Independently create and manage project timelines in digital project management system
  • Daily timeline maintenance to provide accurate picture of project resourcing needs
  • Demonstrate overall process compliance and mastery
  • Meet consistently with internal team to manage timelines, assets, progress, and client deliverables, including project brief development, leading internal KO meetings, requirements meetings, internal review meetings, and prelaunch quality checks
  • Proactively identify and resolve potential project issues; communicate potential risks and delays to senior team leaders
  • Mastery of high-order reporting and dashboard functions within Workfront
  • Translate client priorities and expectations clearly across internal development teams
  • Support regular client-facing communications – including adherence to client communication standards, preparing and distributing client status reports, preparing and disseminating contact reports, etc.
  • Independently manage the day-to-day needs of a book of business for key clients
  • Leadership on complex, integrated, segmented, multi-tactic, and innovative compensation model campaigns
  • Leadership of internal bi-weekly status meetings for select integrated campaigns
  • Supporting Medical Legal Regulatory calls and concept review meetings
  • Partner with MLR submissions team to streamline submissions processes
  • Develop client style guides and support internal custom requirements training
  • Build and maintain strong client relationships, including onsite presence as needed
  • Lead initiatives to ensure client satisfaction by providing the highest caliber customer-service experience
  • Focus on high-quality client deliverables and error-free launches
  • Hone client management expertise, presentation skills, and Medscape product value articulation
  • Demonstrate comprehensive understanding of revenue delivery and supporting overall team revenue goals
  • Partner with Client services and Sales leadership to drive revenue, mitigate revenue risks, and strategize revenue alternatives.
  • Partner with Product team to share experience and suggestions for product enhancements
  • Mentor junior team members and take an active role in delivering and refining new hire training
  • Leadership in key departmental initiatives to improve team efficiency, productivity, and impact

 

Qualifications:

  • Bachelor’s degree or similar years of relevant experience required
  • 5+ years of project management and/or account management experience desired or other related experience; pharmaceutical or healthcare industry experience preferred
  • 3 years of client facing experience in pharma, medical, healthcare
  • Previous management experience a plus but not required
  • Prior experience as Medscape Account Manager or Senior Account Manager desired
  • Passion for customer service and for ensuring our physicians and clients have the best experience possible
  • Ability to prioritize and multi-task in a fast-paced environment, responsible and result driven, solid communication skills
  • Excellent organization and documentation skills (MS Word, Excel, PowerPoint, task management systems)
  • Knowledge of internet and digital production technologies
  • Knowledge of marketing-related creative process (marketing or agency experience preferred, especially within the pharmaceutical industry) a plus
  • Experience with medical/legal review process within pharmaceutical industry strongly desired; equivalent experience in a highly regulated industry may substitute
  • Knowledge of marketing-related creative process (marketing or agency experience preferred, especially within the pharmaceutical industry)