Senior Account Manager – Market Research

Director of Client Services - M3 Global Research

About M3 USA

M3 USA is a pioneer in healthcare innovation, providing digital solutions across healthcare, life sciences, and pharmaceuticals. Since 2000, our mission has been to leverage the internet for a healthier world and more efficient healthcare systems. We excel through trusted digital platforms that engage global physician communities for medical education, job placement, and market research. At M3 USA, you'll join a dynamic and innovative team dedicated to advancing global health.

About M3 Global Research

M3 Global Research, a part of M3 Inc., offers the most comprehensive market research recruitment and support services globally. With ISO 20252 and 27001 certifications, we provide high-quality data collection and project management for quantitative and qualitative research across over 70 countries. We empower clients with advanced methodologies to support their end-customers across multiple industry sectors.

About the Role

The Director of Client Services will guide and enhance client satisfaction by leading the account management team responsible for revenue generation from existing clients and prospects. This role focuses on supervising and training staff, developing efficient procedures, and ensuring departmental goals are met. You will be instrumental in fostering strong client relationships and driving business growth.

Key Responsibilities

• Support account maintenance through effective contract management and identifying up-sell/cross-sell opportunities.
• Actively network within existing client base for new business prospects.
• Organize client and internal kick-off calls, develop insightful proposals, and deliver strategic sales communications.
• Consult with clients on sample design and business challenges.
• Provide superior customer service by collaborating with Project Managers and Research Managers to ensure project specifications are met and quality results are delivered.
• Resolve sales or delivery issues with client and Operations teams.
• Manage bid requests and ensure timely delivery.
• Collaborate with partners and vendors for seamless project execution.
• Serve as the liaison between Sales and Project Managers for all projects.
• Undertake light travel (potentially with a Sales VP) for onsite client visits and business development presentations.
• Maintain personal revenue quota while fulfilling the above responsibilities.

Qualifications

• Proficiently use CRM (HubSpot) for logging sales activity, updating contact/company information, managing pipeline, and producing Account Plans.
• Take full ownership of individual revenue and gross profit goals, providing accurate weekly and monthly sales forecasts.
• Understand research methods and methodologies, comprehend client objectives, and offer guidance on service/product options. Speak confidently when delivering bids and proactively advise clients on compliance.
• Work collaboratively with internal teams to benefit clients, driving service while maintaining healthy gross profit. Proactively handle critical client conversations and support Operations in project delivery.

Benefits

• Competitive wages
• Health and Dental insurance
• Life, Accident, and Disability Insurance
• Prescription Plan
• Flexible Spending Account
• 401k Plan and Match
• Paid Holidays and Vacation
• Sick Days and Personal Days