Associate Director, Client Services Implementation

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 Associate Director, Client Services Implementation will be responsible for oversight of one or more programs 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 in collaboration other EVERSANA business units
• Leads all internal and external implementation meetings for the development and implementation of assigned 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 a