Director, Client Program Management

Department: Client Services

Reports To: SVP, Client Services

 

Who We Are

Impiricus is one of the fastest-growing companies in North America, enabling pharmaceutical brands to transform how they engage healthcare providers (HCPs). Our newest platform—Ascend—is an AI-powered, always-on engagement engine that integrates compliant messaging, MSL/rep orchestration, next-best-action intelligence, and white-space activation. We partner with leading life-science companies to deliver breakthrough commercial impact.

  

Job Summary

The Ascend Director, Client Program Management is the connective tissue for Ascend client programs—part strategist, part operator, part relationship-builder. This leader is responsible for ensuring programs are designed with excellence during late-stage sales cycles, successfully transitioned into execution, and managed with rigor through launch and ongoing optimization.

You will be the internal subject-matter expert on all components of the Ascend offering (Rep Connect, Virtual Coordinator, MSL Assist, sample/access workflows, AI chat, SMS/email/web automation, field orchestration, targeting/NBA data flows, etc.). You’ll work directly with senior commercial and medical leaders at pharma companies while also driving cross-functional alignment inside Impiricus (product, engineering, content/MLR, data science, and operations).

This is a highly visible, high-impact role that shapes both our client experience and the future of Ascend.

 

Program Design & Client Strategy (Selling + Early-Stage Partnership)

• Serve as lead strategist in late-stage sales conversations to translate brand goals into Ascend program architecture, including channel mix, workflows, KPIs, and data integrations.
• Build program frameworks and scoping documents that help clients visualize how their Ascend deployment will operate.
• Present confidently to VP/SVP/Director-level leaders across Commercial, Digital, Field, Medical, and Access teams.
• Collaborate with Sales, Solutions, and Product to ensure a seamless handoff from pitch → contract → implementation.

Implementation & Project Management

• Own the end-to-end delivery for assigned Ascend programs from kickoff through launch.
• Develop and maintain detailed project plans, timelines, risk logs, and stakeholder maps.
• Coordinate with engineering and data teams on requirements for CRM feeds, targeting, NBA logic, user provisioning, and compliance setup.
• Manage the MLR process for all content tied to automated messages, AI workflows, and HCP surfaces.
• Ensure deployments are on-time, on-budget, and aligned with client expectations.

Client Leadership & Relationship Management

• Act as the primary operational point of contact for client stakeholders.
• Lead standing weekly meetings, performance reviews, and program governance sessions.
• Escalate issues proactively and communicate solutions clearly.
• Build trusted relationships with senior client leaders and help expand scope through excellence in delivery.

Performance Monitoring & Optimization

• Define KPIs and partner with analytics teams to monitor message engagement, HCP activation, conversion, and rep/MSL connectivity.
• Lead quarterly business reviews (QBRs) with actionable insights and optimization recommendations.
• Influence the product roadmap by identifying patterns and client needs discovered in delivery.

Cross-Functional Leadership

• Serve as the internal SME for Ascend, ensuring consistency across programs and scalability of our delivery model.
• Mentor a team of project managers and coordinators as the Ascend portfolio grows.
• Drive continuous improvement in processes, templates, documentation, and methodologies.
  
  

Qualifications

• 8–12+ years experience in pharma/biotech commercialization, digital engagement, medical affairs, or SaaS client delivery.
• Strong understanding of HCP engagement, CRM workflows, omnichannel, field team operations, MSL processes, and MLR.
• Willingness and ability to travel onsite to lead in-person kickoff meetings with clients (1-2/ month)
• Demonstrated track record of exceptional program/project management skills
• Proven ability to operate with executive-level clients and also dive into tactical execution.
• Experience in a high-growth