Director, Client Services Implementation

Job description

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.

Job Description

THE POSITION:

The Director, Client Services Implementation will be responsible for oversight of one or more complex programs across multiple lines of service or business to drive the overall success of the program implementation. This position will drive patient and client satisfaction by leading and directing with a goal of providing the highest level operational success, internal stakeholder engagement and client satisfaction. They will maintain compliance with service commitments, contractual obligations, regulatory compliance and quality measures.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Oversees and supports multiple implementation projects for complex programs across multiple lines of service or business in collaboration with other EVERSANA business units
• Works in collaboration with the system Product Owners to ensure program requirements are prioritized on the product roadmap in alignment with the project timeline
• Provides direct and indirect oversight of employees supporting the program implementation, delegating appropriate tasks and ensuring timely delivery with quality
• Serves as an industry and technical Subject Matter Expect for organization services and solutions
• Provides consultation and direction on organizational strategy for technical and services design, build, execution and delivery
• In collaboration with direct leadership, sets organizational strategy for new product services and features
• Leads all internal and external implementation meetings for the development and implementation of patient services programs
• Reviews stakeholder requirements, develops project plans, and ensures the implementations are completed on time, within budget, and meets stakeholder expectations.
• Involved in pre-sales discussions, aiding in scoping projects and/or developing proposals.
• Has a continuing role in user support to address issues in the usage of services; manage post-implementation enhancements
• Understand the customer’s business and business challenges and drive completion of contractual deliverables as required.
• Leads/drives the business requirements gathering end to end recognizing the unique needs of the group.
• Responsible for all phases of project management of initiatives and work streams.
• Maintains an awareness of program goals and objectives and navigates solutions towards desired ends, while maintaining relationships and supporting consensus.
• Produces analysis and presentations to support strategic decisions and priorities.
• Develops tools to manage projects and key decisions, communication, issues, problems areas, schedule delays, or other events which could affect project scope or completion.
• Utilizes all available information appropriately to guide decisions and negotiations to meet objectives, while acting with integrity.
• Exercises critical thinking and evaluates options for solving problems and achieving goals.
• Coordinates resources to achieve cost, budget, and quality expectations for projects.
• Manages relationships with internal and external customers.
• Supports the organization in their direct leadership of initiatives (e.g. serves as a consultative resource to guide work streams and hold them accountable for deliverables to support project milestones and execution).
• All other duties as assigned

Project Management

• Independently leads large scale projects, including those spanning multiple internal and external teams
• Establishes appropriate measures of success and project plans
• Ensures team deliverables are met within a timely manner
• Monitors client Service Level Agreements (SLAs) and develops plans to mitigate risk as necessary
• Builds trust with client and is accountable for overall launch of patient services programs
• Works with client to define success criteria, communicate status, risk and issues, and manage goals and objectives for the implementation
• • Escalates issues to the key client stakeholders as appropriate.
• Acts as an escalation point for client through burn-in period following live date
• Identifies & independently deploys operational improvement opportunities related to client implementations
• Accurately captures and documents client requirements
• Monitors the health of new clients, creating mitigation and excellence plans as necessary
• Tracks and reports department and project progress toward goals.
• Provides data driven solutions that promote continuous improvement.
• Creates and executes project work stream work plans, milestones and metrics to align with project outcomes. Revises as appropriate to meet changing needs and requirements.
• Manages day-to-day operational aspects of project work stream and scope
• All other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Responsible for and oversee their respective department.
• Coordinates departmental or cross-functional teams, focused on delivering new or upgrading existing services.
• Encourages and provides constructive feedback to improve performance.
• Inspires and persuades others to voluntarily follow direction, pursue and achieve goals, and adopt new positions or opinions.
• Engages the participation of all team members by motivating them to work toward common goals and shared accountability for deliverables
• Engages the responsibility of all team members by stressing the individual accountability each team member has and leveraging individual strengths.
• Effectively communicates strategies and provides ongoing direction to the team to ensure alignment and progress.

Qualifications

EXPECT AT IONS OF THE JOB:

• Travel Ability to accommodate 20% travel.
• This position is remote

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education Requires completion of a four-year bachelor’s degree, in business or a relevant discipline.
• Experience and/or Training minimum 10+ years in pharma or healthcare related field and/or project management

PREFERRED QUALIFICATIONS:

• Education Advanced degree in business or healthcare
• Experience and/or Training 10+ years in pharma or healthcare related field and/or project management
• Licenses/Certificates Project Management Training or PMP (preferred)
• Skills budget/schedule development, management and tracking,

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone’s responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at [email protected].

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