Key Account Director (US)

Job description

Company Description

At CluePoints, we’re on a mission to revolutionize clinical trials through cutting-edge Risk-Based Quality Management (RBQM) and Data Quality Oversight solutions. Our award-winning platform helps pharmaceutical, and biotech companies bring safer, more effective treatments to patients faster.

We’re proud to be an ambitious, fast-growing technology scale-up with a dynamic and diverse international team representing more than 20 nationalities. Collaboration, flexibility, and continuous learning are part of our DNA — at CluePoints, you’ll find a culture where you can grow, make an impact, and have fun along the way

The Role

We’re looking for a Key Account Director (KAD) to join our Commercial Team and contribute to our mission of transforming clinical research through data-driven insights by driving growth and expanding CluePoints’ business with a focus on growing enterprise engagements with current top-50 Pharmaceutical customers.  

The KAD serves as the strategic liaison between CluePoints and key enterprise Customers.  The KAD is pivotal in driving sustained revenue growth and fostering deep, long-term collaborative relationships with top-tier customers through structured strategic planning, executive engagement, efficient issue resolution and cross-functional coordination.   

The KAD is tasked with understanding the specific needs and objectives of assigned accounts, ensuring alignment with the company’s offerings while delivering value that supports the client's goals.   The KAD is responsible for owning the commercial success of assigned enterprise accounts, including retention, renewal, and expansion and is responsible for overseeing the virtual account team, tasked with implementing, supporting, ensuring success, and measuring the value realisation of CluePoints products.  This involves guiding the team to meet client expectations, driving product adoption, and ensuring that the delivered solutions consistently address the client's operational and strategic needs.  The KAD acts as the commercial voice of the customer, ensuring CluePoints products deliver measurable value and maintains long-term client loyalty.

Job requirements

What You’ll Bring

• College degree, preferably in Business, Life Sciences, or a related applicable field with 10+ years proven experience in strategic account management in B2B enterprise SaaS servicing the life sciences industry.
• Experienced with CRM systems (e.g., Salesforce), forecasting and account planning tools.
• Commercial Acumen: A proven track record of success in managing and growing complex multi-year enterprise engagements for SaaS products and customer retention.
• Life Sciences SaaS Industry Knowledge: Demonstrable experience and understanding of SaaS and cloud-based software models in the life science industry.  Familiarity with subscription metrics (e.g. ARR, churn, CAC, LTV).
• Subject Matter Expertise: A deep understanding of the drug development industry and the e-clinical market.  Ability to understand software product capabilities and integrations supporting drug development and communicate technical concepts and translate customer feedback into product roadmap insights.
• Cross-Functional Coordination and Project Management: The ability to work independently and lead cross-functional teams and coordinate complex customer initiatives.   Experienced working with Product, Marketing, Engineering, Professional Services, Consulting and Support functions, coordinating global initiatives and deployments, managing timelines, resources, and stakeholder expectations.
• Data-Driven Decision Making: Experienced at using data and analytics to track account health, engagement, adoption and performance and to drive decisions and conversations.
• Communication & Presentation: Strong verbal and written communication skills. Proactive, clear and concise communication.  Ability to present to C-level executives and tailor messaging to match customer needs.
• Strategic Thinking: Strong strategic thinking and problem-solving skills.  Ability to connect the dots across conversations and work streams to identify strategic opportunities for growth.
• Negotiation & Influence: Excellent negotiation skills and proven track record of handling contract renewals, upselling, cross-selling and pricing discussions for complex multi-year enterprise engagements.   Skilled in stakeholder engagement, executive relationship management, influencing internal and external stakeholders.
• Global Mindset: Experience navigating complex organizational structures across geographies.  Cultural sensitivity and adaptability and experience working across time zones and geographies.
• Relationship Building: Personable and experienced at building, maintaining and strengthening long-term strategic client relationships as a trusted advisor at all levels including C-level stakeholders.

 
Nice to Have

• Experience with enterprise onboarding or change management.
• Experience in life sciences or technology scale-ups.
• Familiarity with GCP, RBQM, or data analytics tools.
• Additional language skills.

Job responsibilities

What You’ll Be Doing

Ultimately responsible for assigned accounts, leading the virtual account team, the three-year growth strategy, and be the point of escalation for any issues.  Key responsibilities include: 

• Strategic Account Ownership: Regularly engages with assigned accounts to understand pain points, needs and strategic objectives. Develop, maintain and execute strategic account plans aligned with CluePoints' business objectives and customer priorities. Lead stakeholder mapping and maintain executive relationships to guide expansion and loyalty.
• Revenue Growth: Responsible for leading the three-year growth strategy for assigned accounts, identifying opportunities to expand existing customer relationships. Executing up-sell and cross-sell opportunities that align CluePoints' solutions with the strategic goals and needs of assigned accounts.
• Revenue Retention: Plan and lead the strategy for the successful and timely renewal of existing enterprise license agreements and associated professional services agreements.  Responsible for documenting a mutual success plan together with the client that mitigates the risk of churn or down-sell (contraction), and goes beyond retention and expands the nature of the relationship with the client and grows the annual license spend.
• Value Realization: Oversee initiatives that demonstrate and measure the value customers realise from the use of CluePoints products.   Working with CluePoints Strategic Consulting and Customer Engagement resources to define, document, measure and realize value and ROI from the use of CluePoints products. 
• Stakeholder Relationships: Continually create, maintain and develop strong relationships with key stakeholders, acting as the primary point of contact but capturing relationships across the virtual account team.  Responsible for developing and maintaining an up-to-date stakeholder map for each account.
• Account Based Marketing (ABM): Work with CluePoints ABM Manager to develop and implement personalized and targeted marketing and engagement strategies for assigned accounts to support adoption, cross-sell and up-sell strategies. 
• Cross Functional Delivery: Lead the virtual Account Team, including Customer Engagement, Strategic Consulting, and Product, fostering collaboration within the virtual account team to deliver comprehensive support and meet client objectives and value outcomes effectively.  Oversee key service delivery metrics including: service quality and response times, engagement metrics to evaluate customer engagement and predict and identify issues early that could impact customer retention.
• Customer Advocacy & Escalation Management: Advocate internally for customer needs, risks, and opportunities.  Be the ultimate point of contact for unresolved client issues.  Receive well-analyzed inputs from the virtual account team, guide resolution planning, and ensure timely and coordinated follow-up to ensure the client's concerns are met effectively and satisfactorily. 
• Internal Account Review Meetings: Embed account health scoring, performance tracking into team operations.  Lead and document regular internal account planning and reviews cadences with the virtual account team and with CluePoints Executive Leadership, providing an update on the strategic direction of each account. 
• External Account Review Meetings: Lead and document external account reviews with the Client Executive Stakeholders.
• Client Referrals: Manage referral request both from and to assigned accounts, encouraging current customers to help recruit others but ensuring they are not overburdened.

Job benefits

 What We Offer – United States

• Comprehensive Health Plans (HDHP, PPO, HMO) via TriNet, with CluePoints covering 90% of employee and 70% of dependent premiums
• Health Savings Account (HSA) contributions ($25 employee / $50 family per month)
• Flexible Spending Accounts (FSA) and Pre-Tax Commuter Benefits
• Life, AD&D, and Disability Insurance (100% employer-paid)
• 401(k) with up to 4.5% employer match via T. Rowe Price
• Access to voluntary benefits (MetLife & Aflac), including Critical Illness, Accident, Legal, and Identity Theft protection

 
 Equal Employment Opportunity & Privacy Statement

CluePoints is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status under federal, state, or local laws.

We are committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process.

Personal information provided during the application process will be used solely for employment consideration and handled in accordance with applicable privacy laws.

At CluePoints, we believe that diverse teams make better decisions and drive innovation. We’re committed to building a workplace that reflects the communities we serve and where everyone can thrive.