Job Information
2020 On-site Senior Director, Accounts and Partnerships in Everett, Massachusetts
2020 Onsite is the leader in mobile vision care. Since 2014, our Mobile Vision Clinics have provided eye care to over 75,000 patients at their workplaces, schools and neighborhoods. In May 2020, we expanded our services to provide vital access to clinical trial assessments and tests, bringing uniquely equipped Mobile Clinics directly to participants. Our focus is “radical patient-centricity”, prioritizing the patient experience, minimizing time and distance barriers.
We are growing rapidly. Joining our team now is a chance to be part of the future of eye care and clinical research. We are changing an industry by innovatively delivering access to eye care - bringing our Mobile Vision Clinics to places of work, schools and universities, apartment buildings and other events or public spaces - without compromising on the quality of care. By building relationships with pharmaceutical companies who are prioritizing patient centricity, we are driving the shift towards decentralized clinical trials that put the patient at the heart of every part of the clinical research process. We bring our patient-first mentality to everything we do, and we are proud of our ability to continuously innovate to better serve patients and clients who live and work in our neighborhoods - and beyond.
Job Summary:
The Senior Director, Accounts and Partnerships will lead the Life Sciences’ efforts in managing and expanding relationships with key clients. In this role, you will oversee account management strategies, ensuring customer success, driving expansion opportunities, and delivering measurable business value through strategic communication and post-sales support. You will manage the development of case studies, ROI analysis, and help define the strategic direction for client retention, growth, and partnership development. Additionally, you will contribute to strategic marketing efforts, conference planning, and internal process improvements to ensure operational excellence. This role reports to the VP of Life Sciences and works closely with the Director of Life Sciences.
Responsibilities:
Account Strategy & Growth:
Drive client engagement strategies and ensure alignment with overall business goals.
Manage a portfolio of key accounts, focusing on long-term customer satisfaction, retention, and growth.
Develop and implement land-and-expand strategies, working with clients to identify upsell and cross-sell opportunities within CRO and Sponsors.
Build and maintain relationships with key decision-makers within client organizations to ensure alignment on goals and future opportunities.
Collaborate with the sales team to ensure smooth transitions from pre-sales to post-sales, ensuring a seamless customer experience.
Collaborate with sales and executive leadership on strategy to develop new partnerships and apply to RFPs and other opportunities for new business.
Post-Sales Project Management & Onboarding:
Collaborate with cross-functional teams to ensure that client needs are met, and expectations exceeded, throughout their lifecycle.
Monitor project timelines, deliverables, and outcomes to ensure successful implementation and a high level of customer satisfaction.
Collaborate with the delivery team to oversee the post-sales process, ensuring timely onboarding, project implementation, and success milestones are met.
Address escalations and manage complex issues, always maintaining a focus on long-term relationship-building and customer success.
Provide regular account health updates, and conduct Quarterly Business Reviews (QBRs) to assess client needs, track KPIs, and drive continuous improvement.
Strategic Contributions & Process Optimization:
Play a pivotal role in the strategic planning for customer-facing events, conferences, and feasibility studies.
Contribute to marketing initiatives by leveraging client success stories and feedback to drive content development and promotional activities.
Develop detailed reports, showcasing customer performance, ROI, and success stories through case studies.
Analyze client outcomes, delivering clear insights on ROI and identifying areas for additional value creation.
Collaborate to use these metrics for outcomes-based selling, marketing, and to support the company’s overall growth strategy.
Drive continuous improvement of account management processes, enhancing efficiency, communication, and customer outcomes.
Qualifications:
7+ years of experience in account management, customer success, or sales, with a minimum of 3 years in a leadership capacity.
Experience in life sciences, CRO, or other related field
Proven ability to manage and grow key client relationships, with a track record of driving revenue through upselling and cross-selling.
Strong leadership skills, with experience in leading and mentoring teams.
Excellent communication and interpersonal skills, with the ability to engage with C-suite executives and key decision-makers.
Experience with case study development, ROI analysis, and executive-level reporting.
Ability to work cross-functionally, manage multiple priorities, and contribute to both tactical and strategic initiatives.
At 2020 On-site, we see differently. And if you do too, we should chat.
We're an open and inclusive team where each member brings a depth of experience and energy to what we do. We love to ‘geek out’ on problem solving, whether that's unlocking a new clinical trial approach, discovering a new eyewear brand, or building charitable programs that help kids in need see better.
At 2020 On-site, everything we do is guided by our values: We see you. We say “yes, and...”. We own it. We go the extra mile. (And we love puns!)
It goes without saying, one of the perks we offer is free vision care and glasses. In addition, we pride ourselves on a competitive salary, medical, dental, and life insurance, and a 401K.
At 2020 Onsite, we also see candidates differently. If you feel you meet 70% of the qualifications we are looking for and share our vision and values, we encourage you to apply. We promise to consider your application fully.
We strive to build a team that reflects the diversity of the communities where we live, work, and take our services to. We encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities. If we can make this easier through accommodation in the recruitment process, please let us know.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.
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