Client Service Director- Market Research (Remote)

Company Description

M3 is the global leader in digital solutions in healthcare. We work with a range of sectors including healthcare, life sciences, pharmaceuticals, biotechnology and charities; services provided to these sectors include Market Research, medical education programs, promotional programs, clinical development, job recruitment and clinic appointment services. M3 has grown by more than 20% year-on-year for the past 15 years, achieving over 1 billion dollars in revenue annually.

Founded in 2000, with start-up investment capital from Sony, M3’s mission is to make use of the internet to increase, as much as possible, the number of people who can live longer and healthier lives, and to reduce, as much as possible, the amount of unnecessary medical costs. Key achievements of M3 Inc. include:

• Named in Fortune’s 2020 ‘Future 50’ list, ahead of Facebook and Amazon
• Ranked in Forbes’ 2020 Global 2000 list of the world’s largest public companies
• M3 is the only company incorporated after the year 2000 to be included in the Nikkei 225 Index
• Listed in Forbes’ ‘Asia’s 200 Best Over a Billion’ in 2019
• In 2020 M3 founded the ‘M3: Stop COVID-19 Fund’ and pledged one billion yen to support COVID-19 related initiatives

M3’s legacy lies in the power of trusted physician platforms. Around the world, M3 organizations leverage these highly engaged digital communities to deliver medical education, job placement, and Market Research, to improve global patient outcomes.

Due to our continued growth, we are hiring for a Client Services Director at M3 Global Research, an M3 company.

About the Business Unit:

M3 Global Research, part of M3 Inc., provides the most comprehensive and highest quality Market Research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.

M3 Global Research maintains ISO 20252 and 27001 certifications with the highest quality data collection and project management capabilities that cover the spectrum of quantitative and qualitative techniques utilized today. M3 services incorporate all of the most advanced statistical and attitudinal methodologies allowing clients to provide world-class offerings and support services to their end-client customers throughout multiple industry sectors. Due to our continued growth and expansion, M3 is seeking an experienced Client Services Director to join our Global Research division.

The role of the Director of Client Services is to drive and encourage higher client satisfaction from the account management team that is responsible for generating revenue from existing contacts and prospects. This individual is responsible for supervising and training staff on account management practices, responsibilities, and drive efficiency and accountability by developing procedures to help ensure individual and departmental goals are met.

Job Description

• Support maintenance of the assigned account(s) by effectively managing contracts and up-sell/cross-sell opportunities
• Actively network within existing client contacts for any new business/prospects
• Organizing client and internal kick off calls, developing insightful proposals and delivering strategic sales communications
• Consulting with clients on sample design and business issues.
• Provide superior customer service by working with Project Managers and Research Managers to execute project specifications and deliver quality results to clients
• Resolving sales or delivery issues with client and Operations teams
• Managing bid requests, and ensuring proper and timely delivery
• Collaborating with partners and vendors to ensure seamless project execution
• Act as the liaison between Sales and Project Managers on all projects.
• Light travel (possibly with a sales VP) to support onsite client visits as well as earn and develop business by presenting capabilities.
• Maintaining personal quota while delivering on the above

Qualifications

• Uses the CRM (HubSpot) proficiently to log all sales activity – calls, bids, meetings. Updates contact and company information as required. Able to correctly move a project through the deal cycle and manages pipeline using HubSpot. Produces, maintains and disseminates to internal teams well written, informed Account Plans.
• Takes full ownership of individual revenue, GP and sales goals. Is able to provide an accurate weekly and monthly sales forecast when requested to.
• Understands research methods and methodologies. Comprehends client objectives and can offer guidance around the service/product options available to our clients. Speaks confidently when delivering a bid to a customer. Proactively advises clients on Compliance.
• Works collaboratively with each of the other internal teams to the benefit of our client. Drives Client Service whilst also maintaining a healthy GP. Proactively handles critical client conversations and supports Operations in project delivery

Additional Information

Benefits:

A career opportunity with M3USA offers competitive wages, and benefits such as:

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

*M3 reserves the right to change this job description to meet the business needs of the organization

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