Managing Director, Client Experience

Working at Real Chemistry and in the healthcare industry isn’t just a job for us. We got into this field for different reasons, but we all stay for the same reason – to uncover insights, make meaningful connections, infuse creativity, and improve the patient experience by transforming healthcare through AI and ideas.

Real Chemistry creates the world around modern therapies with over 2,000 talented professionals, and for the last 20+ years has, carved out its space at the intersection between healthcare, marketing and communications, data & AI, and the people at the heart of it all. We work with the top 30 pharma and biotech companies and are built for uncommon collaboration—we believe we are best together, bring together experts from a wide range of disciplines collaborate without barriers under a single, unified mission: to transform what healthcare is to what it should be. This one-of-a-kind model allows us to work in a way that better reflects how people experience healthcare—all with the intent to transform healthcare from what it is to what it should be. But we can’t do it alone – you in?

Job Summary

As our company continues to expand and diversify, we are seeking a seasoned professional to join our client experience team, driving the health, growth, and management of some of our largest clients. This role is crucial to ensuring our clients receive a best-in-class experience across Real Chemistry, from delivery to operations. This individual will drive excellence across a portfolio of 2-3 accounts by managing complex integrated efforts, account-specific business operations, strategic senior-level client engagement, and growth strategies. This role reports to a Global Client Lead (GCL) who oversees the business portfolio, focusing on driving client internal and external excellence and fostering strong client relationships, ultimately supporting our business’s scalability and success.

This is a hybrid role, based in any of our US offices—including New York City, Boston, Chicago, Carmel, or San Francisco—or remotely within the US, depending on team and business needs.

What You’ll Do:

Client Financial Management:

• Partner with client finance to manage ongoing financial and pipeline tracking.

• Regularly assess emerging client business needs and opportunities, introducing new services to enhance client satisfaction and growth proactively.

• Analyze client feedback to continually improve service offerings, contracting, proposals, staffing, and delivery of client work.

• Serve as the link across all lines of business to ensure consistency and quality control of all work products.

• Develop and implement KPIs to measure the success of operational processes/improvements, client engagements, and growth initiatives.

• Foster a culture of continuous improvement to enhance contracting, proposal, staffing, and delivery of client work.

Cross-Functional Collaboration:

• Proactively drive forward integration efforts in partnership with internal senior stakeholders to deliver enterprise-wide client service and prevent silos.

• Manage and resolve cross-functional conflicts to ensure smooth operations and achieve objectives.

• Partner with account and Senior Leadership on client RFIs, RFPs, and proposals.

• Identify opportunities for pilot projects and initiatives that test new ideas or approaches in client service delivery.

• Engage with Senior Leadership across negotiations and procurement engagement.

• Drive stakeholder alignment across departments, client processes, and relationship goals.

• Create communication channels and platforms that enable seamless information sharing and collaboration across teams.

• Establish metrics to assess the effectiveness of cross-functional collaboration efforts and their impact on client development goals; implement improvements based on data.

Account Specific Expertise and Activities:

• Develop and roll out account-specific processes and updates; train cross-functional teams by developing a deep understanding of the client portfolio business and strategies.

• Ensure teams are trained on the latest tools and technologies to enhance efficiencies and improve the quality of client deliverables.

• Facilitate account-wide communications and meetings across teams to enhance productivity and elevate key account and company objectives.

• Identify opportunities to engage day-to-day account teams and align internal and external efforts more closely with client strategies.

• Prepare high-level strategic content for client engagement preparation and execution.