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CluePoints · 8 hours ago

Key Account Director (US)

Philadelphia, PA

Full-time

Hybrid

Director/Executive

10+ years exp

CluePoints is on a mission to revolutionize clinical trials through innovative Risk-Based Quality Management and Data Quality Oversight solutions. The Key Account Director will serve as a strategic liaison between CluePoints and key enterprise customers, driving growth and fostering long-term collaborative relationships with top-tier clients.

Information ServicesInformation TechnologyRisk ManagementSoftware

Growth Opportunities

Hiring Manager

Rory Mullins

Responsibilities

Strategic Account Ownership: Regularly engages with assigned accounts to understand pain points, needs and strategic objectives. Develop, maintain and execute strategic account plans aligned with CluePoints' business objectives and customer priorities. Lead stakeholder mapping and maintain executive relationships to guide expansion and loyalty

Revenue Growth: Responsible for leading the three-year growth strategy for assigned accounts, identifying opportunities to expand existing customer relationships. Executing up-sell and cross-sell opportunities that align CluePoints' solutions with the strategic goals and needs of assigned accounts

Revenue Retention: Plan and lead the strategy for the successful and timely renewal of existing enterprise license agreements and associated professional services agreements. Responsible for documenting a mutual success plan together with the client that mitigates the risk of churn or down-sell (contraction), and goes beyond retention and expands the nature of the relationship with the client and grows the annual license spend

Value Realization: Oversee initiatives that demonstrate and measure the value customers realise from the use of CluePoints products. Working with CluePoints Strategic Consulting and Customer Engagement resources to define, document, measure and realize value and ROI from the use of CluePoints products

Stakeholder Relationships: Continually create, maintain and develop strong relationships with key stakeholders, acting as the primary point of contact but capturing relationships across the virtual account team. Responsible for developing and maintaining an up-to-date stakeholder map for each account

Account Based Marketing (ABM): Work with CluePoints ABM Manager to develop and implement personalized and targeted marketing and engagement strategies for assigned accounts to support adoption, cross-sell and up-sell strategies

Cross Functional Delivery: Lead the virtual Account Team, including Customer Engagement, Strategic Consulting, and Product, fostering collaboration within the virtual account team to deliver comprehensive support and meet client objectives and value outcomes effectively. Oversee key service delivery metrics including: service quality and response times, engagement metrics to evaluate customer engagement and predict and identify issues early that could impact customer retention

Customer Advocacy & Escalation Management: Advocate internally for customer needs, risks, and opportunities. Be the ultimate point of contact for unresolved client issues. Receive well-analyzed inputs from the virtual account team, guide resolution planning, and ensure timely and coordinated follow-up to ensure the client's concerns are met effectively and satisfactorily

Internal Account Review Meetings: Embed account health scoring, performance tracking into team operations. Lead and document regular internal account planning and reviews cadences with the virtual account team and with CluePoints Executive Leadership, providing an update on the strategic direction of each account

External Account Review Meetings: Lead and document external account reviews with the Client Executive Stakeholders

Client Referrals: Manage referral request both from and to assigned accounts, encouraging current customers to help recruit others but ensuring they are not overburdened

Qualification

Strategic Account ManagementLife Sciences SaaS KnowledgeData-Driven Decision MakingCross-Functional CoordinationCRM Systems (Salesforce)Negotiation SkillsCommunication SkillsGlobal MindsetProject ManagementRelationship BuildingStrategic Thinking

Required

College degree, preferably in Business, Life Sciences, or a related applicable field with 10+ years proven experience in strategic account management in B2B enterprise SaaS servicing the life sciences industry

Experienced with CRM systems (e.g., Salesforce), forecasting and account planning tools

Commercial Acumen: A proven track record of success in managing and growing complex multi-year enterprise engagements for SaaS products and customer retention

Life Sciences SaaS Industry Knowledge: Demonstrable experience and understanding of SaaS and cloud-based software models in the life science industry. Familiarity with subscription metrics (e.g. ARR, churn, CAC, LTV)

Subject Matter Expertise: A deep understanding of the drug development industry and the e-clinical market. Ability to understand software product capabilities and integrations supporting drug development and communicate technical concepts and translate customer feedback into product roadmap insights

Cross-Functional Coordination and Project Management: The ability to work independently and lead cross-functional teams and coordinate complex customer initiatives. Experienced working with Product, Marketing, Engineering, Professional Services, Consulting and Support functions, coordinating global initiatives and deployments, managing timelines, resources, and stakeholder expectations

Data-Driven Decision Making: Experienced at using data and analytics to track account health, engagement, adoption and performance and to drive decisions and conversations

Communication & Presentation: Strong verbal and written communication skills. Proactive, clear and concise communication. Ability to present to C-level executives and tailor messaging to match customer needs

Strategic Thinking: Strong strategic thinking and problem-solving skills. Ability to connect the dots across conversations and work streams to identify strategic opportunities for growth

Negotiation & Influence: Excellent negotiation skills and proven track record of handling contract renewals, upselling, cross-selling and pricing discussions for complex multi-year enterprise engagements. Skilled in stakeholder engagement, executive relationship management, influencing internal and external stakeholders

Global Mindset: Experience navigating complex organizational structures across geographies. Cultural sensitivity and adaptability and experience working across time zones and geographies

Relationship Building: Personable and experienced at building, maintaining and strengthening long-term strategic client relationships as a trusted advisor at all levels including C-level stakeholders