Managing Director, Client Experience

Working at Real Chemistry and in the healthcare industry isn't just a job for us. We got into this field for different reasons, but we all stay for the same reason - to uncover insights, make meaningful connections, infuse creativity, and improve the patient experience by transforming healthcare through AI and ideas.

Real Chemistry creates the world around modern therapies with over 2,000 talented professionals, and for the last 20+ years has, carved out its space at the intersection between healthcare, marketing and communications, data & AI, and the people at the heart of it all. We work with the top 30 pharma and biotech companies and are built for uncommon collaboration-we believe we are best together, bring together experts from a wide range of disciplines collaborate without barriers under a single, unified mission: to transform what healthcare is to what it should be. This one-of-a-kind model allows us to work in a way that better reflects how people experience healthcare-all with the intent to transform healthcare from what it is to what it should be. But we can't do it alone - you in?

Job Summary

As our company continues to expand and diversify, we are seeking a seasoned professional to join our client experience team, driving the health, growth, and management of some of our largest clients. This role is crucial to ensuring our clients receive a best-in-class experience across Real Chemistry, from delivery to operations. This individual will drive excellence across a portfolio of 2-3 accounts by managing complex integrated efforts, account-specific business operations, strategic senior-level client engagement, and growth strategies. This role reports to a Global Client Lead (GCL) who oversees the business portfolio, focusing on driving client internal and external excellence and fostering strong client relationships, ultimately supporting our business's scalability and success.

This is a hybrid role, based in any of our US offices-including New York City, Boston, Chicago, Carmel, or San Francisco-or remotely within the US, depending on team and business needs.

What You'll Do:

Client Financial Management:

• Partner with client finance to manage ongoing financial and pipeline tracking.
• Regularly assess emerging client business needs and opportunities, introducing new services to enhance client satisfaction and growth proactively.
• Analyze client feedback to continually improve service offerings, contracting, proposals, staffing, and delivery of client work.
• Serve as the link across all lines of business to ensure consistency and quality control of all work products.
• Develop and implement KPIs to measure the success of operational processes/improvements, client engagements, and growth initiatives.
• Foster a culture of continuous improvement to enhance contracting, proposal, staffing, and delivery of client work.

Cross-Functional Collaboration:

• Proactively drive forward integration efforts in partnership with internal senior stakeholders to deliver enterprise-wide client service and prevent silos.
• Manage and resolve cross-functional conflicts to ensure smooth operations and achieve objectives.
• Partner with account and Senior Leadership on client RFIs, RFPs, and proposals.
• Identify opportunities for pilot projects and initiatives that test new ideas or approaches in client service delivery.
• Engage with Senior Leadership across negotiations and procurement engagement.
• Drive stakeholder alignment across departments, client processes, and relationship goals.
• Create communication channels and platforms that enable seamless information sharing and collaboration across teams.
• Establish metrics to assess the effectiveness of cross-functional collaboration efforts and their impact on client development goals; implement improvements based on data.

Account Specific Expertise and Activities:

• Develop and roll out account-specific processes and updates; train cross-functional teams by developing a deep understanding of the client portfolio business and strategies.
• Ensure teams are trained on the latest tools and technologies to enhance efficiencies and improve the quality of client deliverables.
• Facilitate account-wide communications and meetings across teams to enhance productivity and elevate key account and company objectives.
• Identify opportunities to engage day-to-day account teams and align internal and external efforts more closely with client strategies.
• Prepare high-level strategic content for client engagement preparation and execution.

What you should have:

• Experience leading integrated client business, managing $5-10M+ accounts at an agency or consultancy, with 15+ years of experience.
• Proven experience in client engagement and account management in healthcare (or a similar regulated industry) such as communications, advertising, or analytics.
• Strong understanding of operational processes and risk management.
• Proven success as a strategic business partner with senior-level client contacts.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively across functional teams at all levels within the business.
• Ability to strategize, implement, and foster continuous improvement within business processes.

Pay Range: $200,000 - $220,000

This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on job-related, non-discriminatory factors including but not limited to work experience, skills, certifications, and geographical location. The Company reserves the right to modify this pay range at any time.

Real Chemistry is proud to be Great Place to Work certified; check out what our people shared about our culture and workplace on our Great Places to Work Profile here.

Working with Real HART: Since the pandemic, we have adapted to how our people told us they want to work. We have offices in cities with many employees and clients - New York, Chicago, Boston, San Francisco, Carmel (IN), Manchester (UK), Edinburgh (UK), and London (UK) - that serve as hubs where and when they need us. For employees who are within an hour of one of our offices, we expect attendance in the office two days per week, either at a Real Chemistry office or onsite with clients. We are not looking for attendance for the sake of attendance but believe that the opportunity to coordinate in-office team meetings, 1:1 meetings with managers, taking advantage of on-site learning, and connecting with client partners is a critical to delivering on our purpose of making healthcare what it should be. Outside of these offices, we have regions, where people work remotely but come together quarterly for collaboration, culture and learning opportunities. We call this our Real Hybrid and Regional Teams (Real HART) approach. Real Chemistry believes we are best together - and our workplace strategy fosters connection and collaboration in person - but also supports flexibility for our people.

Real Chemistry offers a comprehensive benefit program and perks, including options for medical, dental, and vision plans, a generous 401k match, flexible PTO, and entitlement to a five-week sabbatical program after 5 years of service. Other perks include student loan debt contributions, mental wellness coaching and support, and access to more than 13,000 online classes with LinkedIn Learning. Additional benefits for those just starting or continuing with their family building journey include access to enhanced fertility support, Bright Horizons family support programs, as well as expanded paid leave for new parents including personalized coaching support through Your 4th Trimester . Learn more about our great benefits and perks at: www.realchemistrybenefits.com

Real Chemistry is an Equal Opportunity employer. We continually strive to build and sustain an inclusive and equitable work environment where our employees feel empowered to leverage all they bring from their personal lived experience and professional expertise, to make our team the best in the industry. We encourage motivated and qualified applicants to apply without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity/expression, ethnic or national origin, age, physical or mental disability, genetic information, marital information, or any other characteristic protected by federal, state, or local employment discrimination laws where Real Chemistry operates. Should you require accommodations throughout the interview process please let your recruiter know.

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