Client Services Director (US, East-coast preferred)

Accelerating Life-Changing Solutions to Global Healthcare Challenges is the vision that unites us through a shared sense of purpose, whatever the role.

It speaks to the significant challenges that exist within global healthcare, and how we, as one team, can help to deliver better solutions and outcomes for our partners and for patients everywhere, sooner. Your job description outlines the important role and responsibilities that you own in achieving this vision.

Importantly too is how we go about living our vision.  This is defined by the Prime mission:

Through a pioneering fusion of the finest expertise in science, strategy, evidence, technology and creativity we deliver the world-class outcomes that our global partners trust to achieve their goals.

It speaks to collaboration and to everyone’s responsibility to bring together the diverse expertise that exist across our team to deliver world-class outcomes.

On this foundation, we have defined four core values, these represent the shared principles that guide our behaviors every day, whatever your role:

Be Brave, Be Human, Be Passionate, Be Exceptional. 

At Prime these values are integral to who we are.  They are there to guide you in your role and support you on your personal journey to success.  They shape our culture and support us in achieving our vision together, as one global team.  

Client Services Director (US-based, East coast preferred)

Our Client Services Directors are responsible for driving strategic client partnerships, sustainable commercial performance, and operational excellence across a defined portfolio of accounts. Reporting to the Vice President, Medical Communications, the role plays a critical part in translating agency strategy into high-impact client delivery, team performance, and long-term account growth. 

Client Services Directors drive the cross-pollination of expertise and contributes to the development of distinctive, forward-looking thought leadership across the organization. They act as a senior strategic advisor to clients, ensure consistent quality and compliance across delivery, and lead client services teams in line with Prime’s values and ways of working. They are accountable for their assigned book of business, with clear expectations to drive sustainable growth through a combination of client retention, organic account expansion, and new business generation.

Responsibilities include:

• Shape client communication strategies in partnership with scientific leadership, ensuring alignment with medical, publications, and engagement objectives. 
• Lead ongoing strategic planning conversations with clients and internal stakeholders, in partnership with senior scientific counterparts, to shape account direction, drive growth, and ensure alignment, supplemented by the facilitation of targeted strategic workshops. 
• Ensure account strategies reflect evolving client needs, industry trends, and future service opportunities.
• Lead high-value, complex, or sensitive client situations through to resolution.
• Coach and develop account leaders to strengthen strategic confidence, leadership presence, and client impact. 
• Lead short-, medium-, and long-term forecasting, ensuring clear visibility of risk and opportunity.
• Contribute to annual budgeting, revenue phasing, and resource planning in collaboration with Finance and the Vice President.
• Oversee resourcing, utilization and recoverability across the portfolio, balancing efficient delivery, quality, and team wellbeing.
• Support MSAs, pricing discussions, and procurement processes (RFIs/RFPs) as required.
• Identify and integrate relevant industry developments (e.g. AI-enabled delivery, data-driven insight, omnichannel engagement) into client strategies and proposals.
• Provide visible, values-led leadership to client services teams, fostering a high-performing, inclusive, and engaged culture.
• Lead by example through a senior leadership lens, fostering the development and upskilling of junior team members to drive higher standards of performance and accountability.

Requirements

• 10+ years of relevant experience working for a pharmaceutical company, medical education or communications agency or similar
• A life sciences degree, ideally combined with a master’s or PhD
• Ability to successfully oversee and manage multiple accounts including forecasting and account growth  
• Excellent interpersonal/relationship development skills working with both colleagues and clients 
• Ability to mentor and line manage account team members and identify training needs as required 
• Possessing strategic insight, sound judgement and solid problem-solving skills – able to identify issues and find suitable solutions
• Ability to effectively communicate, lead and delegate
• Strategic understanding of project / account objectives and contribution to strategic account planning 
• Excellent organizational skills, time management and attention to detail
• Ability to work in a fast-paced environment - where multiple projects are in motion - while being mindful of timelines and budget expectations
• Effective communication skills both verbally and in writing
• Leader mentality and level of accountability
• Strong judgement and confident decision-making skills

Benefits

• Paid time off
• Paid holidays
• 401k with match
• Remote working
• Medical, Dental and Vision benefits