Job Description

Position Overview

The Chief Client/Customer Officer is responsible for overseeing the organization’s client strategy and ensuring a consistent, high-quality client experience across all key customers across the NPG Health portfolio. This executive works closely with the CEO and the executive leadership team to strengthen client relationships, drive client satisfaction, and support revenue growth through long-term partnerships.

NOTE: Only candidates in the TriState Area (NJ/NYC/Local PA) will be considered for this position.

Key Responsibilities

Client Strategy & Leadership

• Develop and implement the company’s overall client engagement and retention strategy.
• Serve as the executive sponsor for key client relationships.
• Ensure client needs and feedback are incorporated into business strategy and service delivery.

Client Experience Management

• Design and maintain processes that improve the end-to-end client experience.
• Monitor client satisfaction metrics such as NPS, retention rates, and feedback scores.
• Identify opportunities to enhance service quality and value delivered to clients.

Relationship Management

• Build strong relationships with key accounts and strategic clients.
• Lead regular executive business reviews with major clients.
• Resolve high-level client issues and ensure timely solutions.

Cross-Functional Collaboration

• Work closely with the CEO, Account Teams, and Department leads to align client expectations with company capabilities.
• Ensure seamless communication and service delivery across departments.

Revenue Growth

• Identify upselling and cross-selling opportunities within existing accounts.
• Support account management teams in strengthening and expanding client relationships.
• Responsible for the annual revenue growth targets

Team Leadership

• Lead and mentor account management teams
• Establish performance metrics and professional development programs

Qualifications

• Bachelor’s degree in Business, Marketing, and/or related field (MBA preferred).
• 10+ years of experience in client management, customer success, or account leadership.
• Proven experience managing strategic client relationships.
• Strong leadership, communication, and negotiation skills.
• Experience working with executive leadership and cross-functional teams.
• Significant, multi-functional experience within a pharmaceutical or life sciences marketing agency environment.
• Proven background in a fast-paced agency setting, servicing diverse therapeutic areas and client types (pharma, biotech, diagnostics).

Key Skills Required

• Strategic thinking
• Client relationship management
• Leadership and team development
• Data-driven decision making
• Conflict resolution
• Communication and presentation skills

We offer a competitive compensation package, health benefits/perks, discretionary annual bonus, 401(k) plan with 50% match, and opportunities for growth.

NPG Health is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

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