995 Account Director, Japan


[Japan,pharma,account management,ITIL,helpdesk,call center service]


Reports To: Executive Vice President, Global Account Management

Base Location: Japan (home base, work from/visit client sites)

Periodic travel to visit company operations team in Dalian, China (supporting Japan market)


Key Responsibilities


  • Provide account management oversight for multiple accounts across Japan
  • Ensure all operational and contractual requirements are being fulfilled
  • Account planning, client-specific issue resolution, and overall client satisfaction.
  • Direct company operational planning for upcoming client business events
  • Direct the performance of frequent reviews of client operational metrics, translate metrics to business information, and oversee the development resulting action plans
  • Review, approve, and present to the client all statements of work and quotes for services.  Facilitate meetings with appropriate company Business Heads and the client to finalize all pricing and contractual documents
  • Consult with client on industry trends and best practices related to services being provided by company or provided by client resources
  • Schedule and conduct periodic meetings with client senior management (Directors and VPs) to understand the current business landscape (as well as upcoming changes).
  • Understand the impact on the client’s environment and the impact to any company provided services including opportunities for new services
  • Develop high level relationships with clients at an executive level
  • Provide coaching/mentoring on account management and pharma IT processes to company operations teams in Dalian, China (supporting the Japan market)
  • Assist company Sales Director in Japan with the solution aspect of RFP responses, sales presentations, etc.
  • Provide support to Marketing team at events and conferences
  • Work with key partners and internal solutions teams to develop and evolve services for Japan





  • Bachelor’s degree or higher
  • 8-10 years working in the IT function at a pharmaceutical company or at a vendor providing IT Services to pharma companies
  • Knowledge/certification with ITIL processes
  • Direct experience managing or overseeing end user support services (e.g., service desk, hardware break/fix depot processes,etc)
  • Knowledge of pharmaceutical business processes and pharmaceutical technology is a must (CRM applications, clinical, etc.)
  • Willingness to travel periodically to company’s operations center in Dalian, China
  • Excellent interpersonal, strategic thinking,  and oral/written communication skills
  • Fluent in Japanese
  • Very good oral/written English communication skills



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