Job Description

Company Overview
Go to the Market Account Lead at Global Pharmaceutical Company

Job Description

The GTM Services Account Lead is accountable for the performance of the GTM Global Services of assigned country’s therapeutic areas and/or brands to ensure GTM services are designed and delivered with the needs of the accounts in mind. To accomplish this you will need to articulate the GTM Service catalog/process/roadmap, understand business strategies, and shape a solution with optimal business impact using GTM Service offerings.

In this role, you will be the single point of contact for your assigned accounts. You will provide active account management, partner with senior leaders to deeply understand and guide the demand of the assigned accounts for GTM Services, triage demands and escalations to the GTM Services organization, and ensure delivery of services consistent with SLAs vis-à-vis speed, quality, and cost. Additionally, you will develop improvements to GTM Services on behalf of assigned accounts. You will manage a team of Delivery Managers (staffed by respective outsourcing partners).

Key Job Accountabilities:

Accountable for achievement of strategic and operational Key Performance Indicators(KPIs) of assigned accounts, sharing key metrics with global leadership. Top priority being high customer satisfaction (mainly driven by quality and speed of service delivery) and level of service deployment (i.e. share of wallet) within the respective accounts.
Accountable for successful service delivery towards Service Level Agreements and KPI scorecard as they pertain to GTM Services (Content Production at outset) within assigned accounts. Holding Delivery Managers responsible to ensure a smooth and seamless customer experience.
Accountable for Delivery Manager performance tracking and escalation point
Ensure local demand planning with onsite senior leadership to enable Production Partner service delivery and capacity management.
Align and define business cases to achieve strategies through the use of GTM Services
Define process improvements or efficiencies on behalf of assigned accounts and submit to GPO/GDPO
Lead change management activities across assigned accounts, including internal as well as external stakeholder onboarding, training and communication
Manage resource issues proactively to the vendor Account Lead and elevate to Global GTM Services Lead as required.

Key Contacts:

Digital Marketing team (based in Japan)
Brand marketing team (based in Japan)
Delivery team (outsourcing vendor)
GTM Global Services Team

Report line:

Functional report: Head of GTM Global Services based in Germany
Operational report: Head of Strategy & GTM Planning Division based in Japan