Account Director

Description

Position Summary

The Account Director is a strategic leader dedicated solely to pharmaceutical and healthcare accounts, with responsibility for its growth, profitability, and long-term success. These accounts encompass multiple business units and workstreams, requiring focused executive-level leadership, strong organizational discipline, and the ability to manage competing priorities while maintaining exceptional client service and operational excellence.

The Account Director leads an account service team including Senior Key Account Managers, Key Account Managers, and Associate Account Managers. This role provides coaching, direction, and performance management while coordinating resources across the client’s various business areas. The Account Director is responsible for the overall health and growth of the entire account, ensuring that each business unit's strategy aligns with the client’s objectives and ET GLOBAL's business goals.

As the senior leader, the Account Director oversees complex programmatic business across multiple business units, develops executive-level client relationships, identifies opportunities for organic growth, and partners with cross-functional teams to deliver innovative experiential marketing solutions. This role serves as the central point of accountability across client strategy, business development, team leadership, and operational execution, requiring the ability to juggle a high volume of initiatives without losing focus on quality, timelines, budgets, or client expectations.

Key Responsibilities

Strategic Account Leadership

• Maintain full ownership of the account and its multiple business units, programs, and stakeholder groups.
• Develop and execute an integrated, long-term account strategy that drives client satisfaction, retention, and revenue growth across the business.
• Build and maintain executive-level relationships with key stakeholders across its business units.
• Identify opportunities for organic growth, cross-selling, and expanded partnerships across the account.
• Serve as the executive sponsor for high-value or complex engagements.
• Lead client business reviews, strategic planning sessions, and contract renewal discussions.
• Partner with Executive Consultants and Executive Leadership to identify and pursue growth opportunities within the account.

People Leadership and Team Development

• Lead, mentor, and develop a team of Senior Key Account Managers, Key Account Managers, and Associate Account Managers.
• Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and career development planning.
• Establish performance expectations, accountability measures, and development plans for team members.
• Foster a culture of collaboration, continuous learning, accountability, and client excellence.
• Support hiring, onboarding, succession planning, and talent development initiatives.
• Provide guidance and support on complex situations, escalations, and strategic decision-making.
• Empower team members to deepen relationships and grow assigned business areas while maintaining consistently high service standards.

Account Management Excellence

• Oversee the performance, profitability, and strategic direction of the full account across all business units and workstreams.
• Monitor revenue, forecasting, profitability, client retention, and account health across all business areas.
• Ensure the account team effectively manages budgets, project scope, contractual obligations, and financial performance across multiple concurrent initiatives.
• Review business-unit plans and identify opportunities to improve operational efficiency, coordination, and client outcomes.
• Hold the team accountable for achieving growth, retention, and client satisfaction objectives.

Operational Leadership

• Provide executive oversight for large-scale, multi-event, and programmatic engagements.
• Partner with Project Management, Production, Creative, and Finance to ensure seamless execution.
• Ensure consistent account management standards, reporting, and best practices across the department.
• Lead cross-functional planning and strategic alignment meetings for business units and key stakeholders.
• Drive continuous improvement initiatives that enhance efficiency, scalability, and the overall client experience.

Leadership and Organizational Contribution

• Serve as a senior leader within the Key Account Management and broader ET GLOBAL organization.
• Contribute to departmental strategy, operational planning, and organizational initiatives.
• Champion ET GLOBAL’s values, culture, and commitment to exceptional client service.
• Lead change management efforts and support the adoption of new tools, processes, and best practices.

Requirements

• Bachelor’s degree in business, marketing, communications, or a related field, or an equivalent combination of education and relevant experience.
• Eight or more years of progressive experience in account management, client services, or strategic account leadership, including at least three years of experience managing healthcare or pharma clients.
• Demonstrated success managing a large, complex strategic account with multiple business units, stakeholder groups, and concurrent workstreams.
• Experience leading programmatic experiential marketing, exhibits, events, or other complex agency-based client engagements.
• Strong financial and commercial acumen, including experience with budgeting, forecasting, profitability, scope management, contracts, and organic account growth.
• Excellent executive-level communication, presentation, relationship-building, negotiation, and problem-solving skills.
• Proven ability to prioritize and manage a high volume of competing initiatives while maintaining accuracy, responsiveness, quality, and accountability.