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Director, Global Accounts

Requisition ID:  35049
Date:  Jul 10, 2021

Exton, Pennsylvania, US

Department:  Sales



Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.


At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.


Job Summary:

The Director, Global Accounts is responsible for developing, leading, and executing account (customer) strategies that lead to increased sales, profit, and market share growth consistent with the account potential. The Director, Global Accounts has a deep understanding of the customers which inspires account strategies that will outperform competitors and position West for sustained success by delivering valued solutions


Essential Duties and Responsibilities:

  • Global Director for multiple product lines.  Leads multi-discipline teams to sell large business solutions, entering into multi-year agreements.  Complexity is extremely high/works with West's largest/most important global Gx accounts.
  • Engages in dialogue with executives, employing open-ended questions that uncover overall strategic objectives, organizational and/or unmet needs. Identifies ways that West (PPS, PDS) can be a partner in accomplishing short- and long-term objectives.
  • Develop and gain agreement (internally and externally) on compelling deal structures matching customer and West’s long term strategic objectives. These deals are generally complex involving multiple products, divisions and geographies and represents the highest growth potential for West.
  • Demonstrates the overall value of a continued partnership with West and ensures the customer feels the West relationship is indispensable and irreplaceable.
  • Demonstrates knowledge of historical markets/trends and internal customer issues that may influence a customer's priorities, tactics, and business approaches. Remains current on competitors, technology, and regulatory issues to keep West and the customer at the industry's cutting edge.
  • Develop sufficient working knowledge across the breath of West products & services portfolio and market units. Is able to communicate integrated value of working with multiple products and service offerings (PPS, PDS).
  • Develop a position of trusted advisor by providing consultative, strategic advice that assists in the attainment of customer's goals; serves as a valued contributor during the strategic planning process by contributing industry benchmarking data and experience.
  • Consider a wide range of factors (internally and externally) when developing vision and strategy; is able to shape and design strategy taking into consideration change or trends in the industry or customer strategy.
  • Understands the different business cultures across the regions and thinks / behaves accordingly.
  • Anticipates risks and devises contingency plans to meet them.
  • Plans own account management approach and has input into colleagues' approaches.  Strongly focuses on activities that achieve the vision and have the biggest pay-off.
  • Develop and lead the creation and execution of Account Strategic Plans that specifically target opportunities which will ensure customer satisfaction and profitable growth of the business. This includes effective positioning of West solutions across all of the West Packaging Systems and Delivery Systems product and service platforms.
  • Organize and lead the Global Account team including regional/local key Account Managers and representatives from the different functions involved in the key account strategy and interacting with the customer (Quality Assurance, RA, Operations, R&D etc.).
  • Maintain knowledge of the assigned customers 5-to-10-year goals, objectives, and key business strategies.
  • Maintain and build West’s relationships with the customers at all levels of their organizations (including gaining access to customer senior management). To be successful, the Director, Global Accounts must develop knowledge of the customers’ cultures and decision-making structures, ensuring that West has direct access to the customers’ key decision-makers on a global and regional basis.
  • Contribute to determining the Global Account Revenue and Operating Profit Budget and the ongoing monitoring and reporting thereof. Determine appropriate customer specific pricing strategies in consultation with Global Key Account Team members and the commercial Marketing group.
  • Accountable for the contract negotiation teams and directing the discussion regarding business terms with the Client Business Manager. Will work with the commercial development team to ensuring that all functional areas of the company are aware of the contractual obligations and will monitor adherence to key terms as required.
  • Ensure that all forecasts, funnel information, account plans, customer contact lists and trip reports are updated in Chronicle and other administrative requirements are current.


Basic Qualifications: 

  • Bachelor’s degree, MBA preferred.
  • Minimum 7 years of experience


Preferred Knowledge, Skills and Abilities:

  • Communicates (verbally and in writing) effectively at all levels internally and externally (across global entities). Projects credible executive image with polish and poise. Handles questions well in highly visible, adversarial situations.
  • Serves as a role model for most of the desired personal characteristics (ethical, passionate about the business, high energy/ hard working, respect for others, shares credit, projects self-confidence).
  • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
  • Support and contribute to Lean Sigma programs and activities towards delivery of the set target
  • Able to comply with the company’s safety and quality policy at all times


Travel Requirements:

  • Must be able to travel up to ___% of the time


Physical & Mental Requirements:

  • Must be able to work in a sedentary work environment.
  • Must be able to communicate effectively, speak in front of groups, express & exchange ideas and understand direction. 
  • Maintain the ability to work well with others in a variety of situations.
  • Able to multi-task, work under time constraints, problem solve, and prioritize.
  • Able to learn and apply new information or new skills.







West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to kimberley.eby@westpharma.com.  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

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