Account Director, Client Success

📋 Description

• • Lead and manage strategic client accounts across all Clario business units, serving as the primary point of contact for key stakeholders to ensure seamless delivery of regulated technology solutions in clinical trials, diagnostics, and medical decision-making.
• • Build and maintain trusted, long-term partnerships with clients by establishing governance structures, aligning expectations, and fostering deep engagement at all organizational levels.
• • Partner with clients to deeply understand their business objectives, translate needs into actionable strategies, and collaborate with Sales and Operations to drive account growth and commercial outcomes.
• • Serve as the internal advocate for client interests, ensuring customer feedback is integrated into product improvements, service delivery, and operational processes to enhance satisfaction and retention.
• • Monitor account health through SLAs, KPIs, and deliverables, proactively identifying and mitigating risks that could impact patient outcomes or service continuity.
• • Drive client education on Clario’s software platforms to maximize value realization, adoption, and utilization across clinical and operational workflows.
• • Identify and support cross-sell and upsell opportunities by leveraging strong client relationships in coordination with the Sales team to expand revenue within existing accounts.
• • Translate client feedback into proactive initiatives that improve Net Promoter Score (NPS), renewals, and overall relationship depth, directly impacting client retention and brand loyalty.
• • Ensure timely, effective resolution of client issues with a focus on minimizing disruption to patients and end users in highly regulated environments.
• • Partner with cross-functional teams including Quality, Medical, R&D, and Operations to implement innovative solutions and continuous improvement initiatives aligned with client goals.
• • Measure and report on account success through relationship health metrics (NPS, relationship depth), commercial performance, revenue growth, and profitability targets.
• • Cultivate client advocates by consistently delivering exceptional service and strategic value, converting key contacts into promoters of the Clario brand within their organizations.
• • Navigate complex, matrixed global environments independently, driving outcomes with clarity, diplomacy, and a solutions-oriented approach to stakeholder management and change leadership.
• • Maintain deep understanding of life sciences regulatory requirements and the impact of clinical data and endpoint collection services on patient outcomes and therapeutic development.
• • Apply strategic thinking to develop and execute both short-term tactical actions and long-term account expansion plans that align with client and company objectives.
• • Demonstrate strong emotional intelligence and interpersonal skills to manage conflict, build consensus, and influence stakeholders across diverse functions and geographies.