Account Manager and Client Mentor

Summary

 

The Account Manager/Client Mentor partners with the client to enhance collaboration and connectivity among members of their Stakeholder and End-user communities through the utilization of the Skila’s Knowledge Management Solutions. The Account Manager/Client Mentor is the key driver of value, customer adoption behavior, and communications within the user base to ensure program success.  Account Manager/Client Mentor  will provide education sessions, gain an understanding of how best to position the solution with various types of user groups, and proactively initiate efforts to encourage greater utilization and adoption of the Skila solution in their business process work flow.  Position reports to the Strategic Business Director.

 

 

Specific Responsibilities

 

The core tenets of Skila’s Value Proposition include the services of Strategic Advisory, Sharing of Best Practice, enhanced value resulting from pull-through, Facilitation of Communications between constituents, business units and regions and Mentoring end-users in the best practices related to Knowledge Management. Account Manager/Client Mentorwill be responsible for planning, managing and executing these processes.

 

 

1.  Contribute to and implement an account management plan to meet client-specific business goals, and as appropriate, individual end-user solution adoption plans.  Measurements will be against corporate standards which reflect user adoption targets.

2.  Conduct one-on-one meetings with end-users to develop a detailed perspective of their business activities in order that Skila’s Knowledge Management solutions can be incorporated into their workflow.  The outcome is expected to be the realization of a higher value by the end-user from the Skila solution.  At a minimum, there should be contact with each end-user once per quarter.  Communications with the client champion will occur on a regular basis.

a.  Identify opportunities to incorporate Knowledge Management principles into users’ daily work flow.

b. Educate users in the techniques of knowledge management as well as the Skila products/services implemented.

c.  Work with client to use system to achieve goals/objectives

d. Discover knowledge and connections within franchise or business teams (content/people) in order to position it as a Best Practice.

e.  Document interactions and provide overview monthly to client champion.

3.  Attend group meetings as a vehicle to partner with the team/franchise and to show value of Skila to client

a.  Engage client in utilizing knowledge management processes at these types of group events (launch meetings, sub-team events, quarterly gatherings)

b. Assist client in utilizing knowledge base in meeting planning and preparation, training/workshops, other scheduled activities, meeting follow up, etc.

c.  Proactively identify ways to bring value to the client through the system during the event. 

d. Attend meeting and learn first hand about key initiatives/objectives for the client

e.  Communicate to client where they can have the greatest impact within their user group, and enhance program parameters to maximize this effort.

f.  “Knowledge Mapping/Knowledge Capture” – of both people and content and integrate into the knowledge base (to include presentations, materials, best practices…)

4.  Recognizing opportunities for up-sell in existing solution

5.  Create and Conduct presentations to new/existing users

6.  Manage specific projects/initiatives as directed

7.  Develop and nurture relationships with key personnel

8.  Assist Skila with client feedback for product development/design

9.  Liaison with support groups

 

Some travel may be required.

 

Personal Traits

 

· Ability to work independently but as member of a team

· Willingness and ability to travel as needed

· Excellent interpersonal skills

· Excellent presentation skills

· Ability to learn and assimilate new information quickly

· Responsible leader with ability to guide and direct others.

 

 

Experience

 2-3 years pharmaceutical sales or marketing experience Minimum 2-3 years service or vendor experience preferably in an organization servicing pharmaceutical companies Account implementation and management responsibility

Technical Knowledge

 Basic understanding and skills in using computers, databases and the Internet.

Education

 4 year Degree from an accredited college or university