Senior Director, Customer Engagement & Growth - Pharmacovigilance Services

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:

We are seeking an experienced and dynamic Senior Director of Customer Engagement & Growth for our Pharmacovigilance Services division. This role is based in the United States and is a pivotal leadership position responsible for fostering strong client relationships, driving business growth, and leading a high-performing team. The Senior Director will play a crucial role in driving customer-centric initiatives and achieving key performance goals. Senior Director will be responsible for both managing a team as well as working in individual capacity.

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

Key Responsibilities:

1. Project/Program/Client Onboarding
   1. 1. Take the transition from the commercial team once the deal is won. Work closely with sales team, client as well as delivery team in finalizing the contracts.
      2. Provide onsite oversight to all new projects until successful execution in collaboration with the project team. Understand client needs, culture, preferences, business priorities and guide the offshore team as needed.
      3. Develop an onboarding checklist for new clients, ensuring a seamless transition from sales to operations.
      4. Facilitate effective communication and handover to the operations team for successful onboarding.
2. Ongoing Client governance and Client Onboarding Excellence:
   • Design, implement and execute a governance structure to continuously engage with the clients ensuring ongoing client delight as well understanding the strategic direction/priorities from the client.
   • Schedule and conduct governance meetings with all our clients showcasing our progress and building stronger credentials in front of the customer.
   • Collaborate with the operations team for achieving client delight. Provide guidance and support to the delivery team to ensure we are delivering value to our clients per their expectations.
   • Ensure through coordination with the onsite project management team that the client onboarding experience is smooth.
3. Customer Relationship Management and Organic Growth:
   • Schedule and conduct quarterly governance meetings with our clients Regular Communication and updates: Establish regular communication channels with clients to provide updates on services, address any concerns, and ensure clients are informed about the company's offerings. Constantly keeping a tab on customer pulse is key to success.
   • Issue Resolution: Act as a primary point of contact for clients, promptly addressing any issues or escalations that may arise, and coordinating cross-functional teams to provide solutions.
   • Develop and implement a comprehensive client engagement strategy that fosters long-term partnerships, addresses client needs, and aligns with the company's growth objectives. Maintain 100% client retention metrics!
4. Supporting sales and marketing teams on all sales/service line growth/GTM pursuits
   • Be the point of contact for all RFI/RFPs for providing inputs from a business perspective to the sales/commercial ops team.
   • Lead presentations, bid defense meetings and demonstrate our service capabilities along with sales and ops team.
   • Collaborate with marketing and other teams to support the GTM plan e.g., developing content for t