Accaunt Manager
Key Account Manager
DrugCard · Lviv, hybrid format · Full-time
About the company
DrugCard is a SaaS platform for pharmacovigilance: medical literature monitoring, drug safety control, and work with pharmaceutical clients. We serve the EU and Ukrainian markets.
About the role
You report to the Head of Sales & Partnerships and are responsible for managing our client portfolio: understanding clients’ business goals, developing the relationship, driving upsell and cross-sell, and supporting clients throughout their journey with us.
Your portfolio includes around 65 clients in the EU and Ukraine, among them pharmaceutical companies, CROs, and distributors. You are the main point of contact for clients, coordinate with internal teams to resolve their needs, and maintain client documentation and invoices using our internal automated tool.
Key responsibilities
- Manage existing clients: understand their business goals, anticipate future needs, and act as a trusted partner who provides valuable insights and solutions
- Drive upsell and cross-sell by helping clients discover new ways to benefit from our solutions
- Build and maintain strong business relationships with both new and existing clients
- Develop account strategies that align client needs with company goals
- Coordinate with internal teams to resolve client queries and deliver high-quality support
- Issue invoices and keep client documentation accurate and up to date, and monitor payments in our internal tool
- Regularly evaluate client satisfaction, tracking and analyzing NPS
- Plan and run regular online meetings with clients, including business reviews
- Travel to clients 1 — 3 times per year to develop partnerships
- Deepen engagement with existing clients, and get to know other internal departments to obtain key contacts and identify upsell opportunities
- Analyze upsell and cross-sell potential and report the results
- Provide accurate and timely information to management in the agreed format
- Represent DrugCard at industry events (2 — 3 conferences per year), showcasing our solutions
- Develop the account management process within our Standard Operating Procedures
- Comply with internal procedures, take part in external audits and inspections, and follow principles of confidentiality, personal data protection, cybersecurity, and data integrity
Requirements
- 2+ years of experience in sales, preferably in the EU market
- Experience with upsell and cross-sell
- Experience working with CRM systems, including HubSpot or similar
- Experience working with contracts, acts, invoices, and other business documents
- Confident use of Google Workspace
- English B2+
- Economics or a related field of education
- Strong communication and relationship-building skills
- Analytical thinking, with the ability to research and visualize different scenarios
- Self-organization, punctuality, and a proactive approach
Nice to have
- Experience in pharmaceuticals or healthtech
- Experience working with clients in the EU market
What we offer
- Hybrid work format: office in Lviv
- Base salary in USD plus a bonus, with a flexible bonus system that we present during the interview
- Salary paid net in USD
- Company-funded client trips (1 — 3 per year) and industry conferences (2 — 3 per year)
- Accounting support
- Full technical support and all necessary tools for your work
- 15 working days of paid vacation per year
- 5 sick days without documentation and 15 sick days with a sick leave certificate
- 4 public holidays per year (Christmas, New Year, Easter, and Ukraine’s Independence Day)
- Compensation for training, certifications, and courses
Hiring process
- HR interview (30–45 min)
- Technical interview (1 hour)
- Final interview (1 hour)
- Job offer
We will contact you if your experience matches our requirements. If you don’t hear back from us, your profile doesn’t fully align with our current needs, but we’d be happy to stay in touch for future opportunities.