Business Development Account Director
Resume:
Derry, New Hampshire
********@*****.***
Roula Fitzgerald
Business Development/Account Director/Client Service Manager – Patient Healthcare Communications & Technology Services
EDUCATION
Bachelor of Arts in English/Communications
University of Massachusetts
Professional Summary
As a results-oriented Account Director with over 25 years of experience in the healthcare operations & technology sector, I specialize in managing client relationships and driving revenue growth for both startups and established organizations. My expertise encompasses strategic planning, business development, healthcare product delivery, and team leadership, enabling me to deliver innovative solutions that meet client needs and enhance market presence. With a proven track record of driving results and enhancing client satisfaction. I am excited about the opportunity to leverage my expertise to contribute to a forward-thinking organization in the healthcare technology sector.
Areas of Expertise
• Account Management & Customer Service Delivery for accurate execution of a variety of technology driven healthcare solutions and in pharmacy, pharmaceutical and physician focused segments
• Business Development and Contract Negotiation for technically complex healthcare products supporting patients with medication management services
• Project/Product Management & Cross-Functional Collaboration accurately documenting client and end-user product deliverables, user stories and roadmaps
• Team Development & Leadership – identified, hired, mentored and managed over 20 successful junior and senior level account service team members
• Marketing Material and Sales Content Creation for over 100 new customer targets and for existing client solicitation with value-add services for the healthcare client segment
• Agile Development Methodology utilized to plan, manage and deliver small (<$10K) and large (>$5M) project technology deliverables
• SaaS Based Product Development utilized in the creation of various healthcare apps and telehealth patient and program initiatives, including feature planning through implementation
• Data Analysis & Pattern Recognition to define appropriate marketing segments for sales target penetration
• Proficiency in JIRA, Confluent, Stage-gate and project management applications’ 2
• Skilled at independently identifying the need and authoring sales presentations, RFPs SOW’s, project plans and other sales and client documentation. Understand medication adherence guidance and skilled in FDA submission platforms for direct to patient communications.
EMPLOYMENT EXPERIENCE
Medical Leave- Now fully recovered and ready to bring a renewed energy to a new role. June 2024 - June 2025
• Completed training in Systems Application and Products (SAP) focused on healthcare product delivery.
Inmar Intelligence, Winston-Salem, NC - Strategic Account Director, Pharmaceutical Wholesaler Accounts
December 2022 - May 2024
• Acted as executive contact for major pharmaceutical wholesaler accounts representing 12 million in revenue, including Cardinal Healthcare, Cencora, and McKesson Corp., consistently achieving and surpassing multi-million-dollar revenue targets.
• Negotiated pricing and contract terms to drive revenue growth while enhancing customer satisfaction for two multi-year customer contract renewals (>$10M) to deliver reverse pharmaceutical logistic services and over 10 additional service offerings (>$100K each).
• Led cross-functional teams to develop innovative solutions tailored to client needs, significantly improving operational efficiency of services by 20% in 12 months.
• Responsible for preparing and delivering 25 new business RFPs in 12 months resulting in an additional one million dollars in unplanned revenue for the company and two new high profile wholesaler customers (Cost Plus).
MedAdvisor Solutions, Burlington, MA - Vice President, Digital Product Operations November 2020 - November 2022
• Spearheaded the integration of MedAdvisor's mobile technology into Adheris's patient- medication communication platform, resulting in increased revenue and user engagement, thereby rejuvenating the existing platform for 3 million users.
• Oversaw project budgets, timelines, and resource allocation for 10 successful product launches, enhancing stakeholder collaboration.
• Managed partnership with major pharmaceutical manufacturer and responsible for 2 million in contract negotiations to enhance value for shared customers. 3
• Implemented data-driven strategies to boost product functionality and overall revenue growth.
• Enhanced operational efficiency through the creation of a Standard Operating Procedure
(SOP) aimed at process optimization and enhancing stakeholder collaboration. Welam Health USA, Beverly, MA - Vice President, Client Services & Operations August 2018 - November 2020
• Mobile pharmacy applications, tailored for the Australian market, modified for use and scalability within the US startup sector.
• Responsible for the design and delivery of the first and largest pharmaceutical sponsored communication program in the diabetes space for the company of over 1 million dollars.
• Developed and executed strategies that increased company revenue by 20% through strategic partnerships and innovative marketing initiatives.
• Led both domestic and international cross-functional teams in the successful launch of three new mobile technology products in the U.S. pharmacy market, designed to assist and guide patients in the correct administration of their medications.
• Acted as the company’s delegate at multiple pharmacy tradeshows and symposiums, demonstrating and highlighting features of healthcare products. Skipta (Citeline Health), Rowley, MA - Director of Client Solutions May 2017- August 2018
• Led a client services team of four Account Managers to deliver customized online communication programs, connecting healthcare professionals on behalf of pharmaceutical manufacturers and healthcare agencies with relevant medication information.
• Managed all information pertaining to RFPs, achieving an adoption rate of 70%.
• Optimized the development and delivery of contracts by creating templates and internal business rules for execution to pharmaceutical and agency clients, guaranteeing maximum profitability.
• Responsible for strategic oversight and profitability for more than 30 pharmaceutical and agency partners, resulting in documented improved client satisfaction and operational efficiency of over 50%.
• Enhanced operational processes through the development of Standard Operating Procedures (SOPs), achieving a 30% reduction in program timelines. 4
mscripts (Cardinal Health Co), San Francisco, CA - Senior Director - Digital Pharmacy Solutions
October 2014 - May 2017
• Led and coordinated collaborative efforts with technical account managers, engineering teams, and pharmacy clients to identify full product lifecycle needs, requirement, ensuring the delivery of over 20 customer projects on time and within budget.
• Conducted client training and onboarding for the deployment and use of white-labeled pharmacy patient support app, including text and web services.
• Revamped SOPs for patient medical and health program implementation, ensuring timely and efficient project delivery for over 20 pharmacy clients including CVS, Rite Aid. Walmart and Costco.
• Developed and delivered marketing programs to customers resulting in increased mobile pharmacy platform patient enrollments by 1million users in 15 months.
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Additional Roles
Adheris Health, a Syneos Co., Burlington, MA – June 1997– October 2014 Account Manager, Client Service Manager, Director & Senior Director
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