AVP, Client Services

Associate Vice President

Client Services

JOB SUMMARY:

The Associate Vice President, Client Services is the “face” of Snow Companies and reports to Vice President, Senior Vice President, or Executive Vice President. They serve as an agency leader, strategically guiding clients to achieve their communication and business objectives, fostering brand growth through deep category knowledge, strategic marketing acumen, value-added relationships, and a genuine passion for patients. An Associate Vice President, Client Services typically has the responsibility for managing several clients, works with a high level of independence, grows business, proficiently manages and develops others, has deep operational knowledge, fosters collaborative cross-functional teams, and exhibits strong strategic leadership.

Snow’s business is centered around the patient journey, and the Associate Vice President, Client Services like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of our patients and caregivers. The Associate Vice President, Client Services must be able to incorporate the unique patient/caregiver experience into the strategies and solutions we provide to our clients.

Objectives:

1. CLIENT RELATIONSHIP: Develop and maintain meaningful and productive client relationships at all levels to ensure that strategic recommendations and tactical deliverables surpass client expectations. Initiate ongoing communication with clients to manage and align expectations, ensure staffing resources and performance expectations are met, and provide strategic counsel. Contribute to the overall client financial management and establish and meet internal client revenue targets. Provide proactive counsel on external marketplace, competitive pressures, and brand influences, sell agency expertise, gain consensus on patient programs, and develop strategic initiatives.

2. STRATEGY: Work with clients to drive strategic efforts that solve their business and communications problems. Propose ideas and strategies to capitalize on new opportunities and influence decision-making. The Associate Vice President, Client Services demonstrates the expertise that the client relies on for innovation and strategic counsel within the patient community including a strong grasp of digital trends in healthcare and the ability to interpret reports leveraging brand knowledge for client insight generation. The Associate Vice President, Client Services will maintain a strong market knowledge of existing competition and pipeline products in brand category.

With a passion for the patients and acquiring knowledge, the Associate Vice President, Client Services is knowledgeable in brand, category, industry, and communication trends and proactively shares knowledge and point of view.

3. ORGANIC GROWTH: Drive a business-building orientation on account teams, secure organic growth opportunities, actively pursue and engage prospective clients to acquire new business and build agency partnership opportunities.

4. MENTORING: Effectively lead and support employee-engagement opportunities and foster cross-discipline relationships to better our agency’s culture, resources, talent development, and marketplace position. Set clear performance expectations, communicate alignment between individual roles and overall organizational strategy, and deliver on employee value proposition. Support and leverage talent programs and initiatives.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The Associate Vice President, Client Services must be able to perform the following essential duties and functions:

• Conduct regular meetings with the Account Team. Maintain close contact with everyone on the team and is aware of all ongoing projects. Provide support, guidance, and resources as necessary
• Manage product strategy and ensure tactical implementation relating to product strategy
• Provide short- and long-term direction relating to product strategy
• Strong grasp of digital trends in healthcare and ability to interpret reports leveraging brand knowledge for client insight generation
• Confer with Account Team for internal issue resolutions related to team dynamics
• Mentor, review ongoing performance results, and identify needs or development of team members. Implement coaching or mentoring partnerships as appropriate
• Keep Senior Leadership apprised of key issues regarding account status
• Manage the workload of the team members assigned to the brand, ensuring that all tactics contained in the SOW are being executed in a strategic and timely manner
• Ensure that account team is trained appropriately with respect to writing contact reports, creative work plans, strategic points of view, agency processes, and brand market knowledge
• Maintain a strong market knowledge of existing competition and pipeline products in brand category
• Review and approve all materials before client review
• Strong grasp of digital trends in healthcare and ability to interpret reports leveraging brand knowledge for client insight generation

• Flawless management of account finances, including forecast, income generation, and reporting to Senior Leadership within accounts
• Partner and collaborate with Creative Team (in terms of brand strategy) for development of materials
• Analyze business developments within brand/disease category, as well as competitive landscape in order to identify, and propose new areas for business growth
• Lead development of strategic recommendations to clients and look for opportunities to “upsell” Snow’s programs and services
• Manage multiple accounts
• Flawless management of account finances, including forecast, income generation, and reporting to Senior Leadership
• Develop SOWs for clients
• Prepare for and attend strategic planning meetings with clients
• Develop internal processes and procedures for best practices across company

Travel is a requirement of this role.

The AVP may be asked to perform additional duties and responsibilities consistent with those listed above based upon business needs.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands (to finger, handle, or feel); reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move more than 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

PATIENT PRIVACY:

The core of our business is working with patients. It is most likely that you will come in

contact with personally identifiable information (PII) and personal health information (PHI) of patients living with chronic illness. The AVP, Client Services will be required to successfully complete and adhere to training courses that include, but are not limited to:

• Snow Policy Training
• Health Insurance Portability and Accountability Act (HIPAA)
• Adverse Event (AE) Reporting Training
• The promotional requirements for pharmaceuticals under the FDA and FTC and other applicable federal or state regulations
• Privacy and Data Security

QUALIFICATIONS AND EXPERIENCE:

• 6+ years of pharma or healthcare advertising; Patient experience preferred

• Strong communication/presentation skills
• Ability to craft presentations (new business, creative, tactical, strategy, selling)
• Ability to travel
• Significant background in pharmaceutical advertising; Account Services
• Ability to lead a team
• Strong mentoring and coaching skills
• Entrepreneurial skill at organically building business
• Management experience

Proficient in Microsoft PowerPoint, Excel, and Word.