Full-Time Director, Client & Delivery Excellence

A key aspect of EVERSANA is Client Delight. We own every client experience and its impact on results. We are strategic in nature, forward-thinking, and we work with clients to not only meet their needs and challenges but exceed their expectations by delivering results.

The Director, Client & Delivery Excellence plays a vital role in addressing all areas impacting existing and potential client experience by way of current programs and proposals received.

This role will partner with the program CSL to help drive strategic offerings as well as oversee the SDOH components of the program.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Providing coaching, input to personal and departmental goals, and staff training to ensure necessary skills and knowledge for consistently high-quality client service.
• Enabling and facilitating associate involvement in problem-solving, ensuring associates have the tools, supplies, skills, and information to accomplish client, team, and company objectives, and ensuring a pipeline of excellent talent.
• Cultivating solid client relationships and maintaining open and transparent communication concerning operations, policies, issues, and industry best practices.
• Developing a full understanding of client objectives, contracted deliverables, and communicating these to the team.
• Assessing all main operational aspects of programs including automation, efficiencies, improved processes, optimal staffing, staff roles & responsibilities, and SOPs.
• Setting clear direction, effective plans, and measurable outcomes.
• Overseeing the development of and approving client billing prior to invoicing.
• Tracking, monitoring, and reporting upon overall program results in a timely manner.
• All other duties as assigned.

PEOPLE LEADER RESPONSIBILITIES:

• Responsible for and oversees respective department.
• Interviews, selects, and supervises department staff.
• Communicates, interprets, and discusses company policies and procedures.
• Determines job objectives, work methods, and performance standards.
• Reviews performance relative to departmental objectives, discusses appraisals, recommends salary changes, promotions, transfers.
• Disciplines and discharges, and administers all other personnel actions.

EXPECTATIONS OF THE JOB:

• Deep knowledge of and practical experience in designing, delivering, and optimizing patient access programs.
• Ability to interpret industry trends and develop strategies to respond to market changes.
• Adaptability to a fast-paced environment, independent decision-making, maintaining confidentiality, and meeting deliverables.
• Responding promptly to customer needs and soliciting client feedback.
• Assisting in the development and implementation of enterprise growth.
• Ability to accommodate 10%-25% travel.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

• Requires completion of a four-year bachelor's degree in business or a relevant discipline.
• Strong computer skills; working knowledge of Microsoft Office applications.
• Minimum 5 years of patient services leadership role.
• Minimum 5 years of experience in commercial disciplines (Sales, Operations, Product Management, or Strategic Account Management).
• Ability to balance multiple projects and adapt to changing priorities.
• Demonstrates initiative, tenacity, commitment, and motivates self and others.
• Strong relationship-building, problem-solving, analytical, organizational, and leadership abilities.
• Excellent verbal and written communication and presentation capabilities.

PREFERRED QUALIFICATIONS:

• Advanced degree in Life Sciences, Pharmacy, or Business.
• Experience in account management in the life sciences industry.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

Office environment with frequent interruptions and multiple demands.

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