Associate Director, Client & Delivery Excellence

EVERSANA•Chesterfield, MO

19h•Hybrid

About The Position

At EVERSANA®, we are proud to be a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. Our global team of more than 6,000 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 670 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. 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 the needs and challenges they experience but exceed their expectations by delivering results. The Associate 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.

Requirements

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 one or more commercial disciplines: Sales, Operations, Product Management, or Strategic Account Management.
Ability to balance multiple projects and exercise flexibility to changing priorities.
Demonstrates initiative, tenacity, and commitment and motivates self and others to go the extra mile.
Strong relationship-building, problem-solving, analytical, organizational and leadership abilities.
Excellent verbal and written communication and presentation capabilities to convey information to diverse audiences in a way that is easily understood and actionable.
Applicants must be able to pass a drug test and background investigation.

Nice To Haves

Advanced degree; Study in Life Sciences, Pharmacy, or Business-related discipline.
Experience in account management in the life sciences industry.

Responsibilities

Providing coaching, input to personal and departmental goals and staff training to ensure necessary skills and knowledge is present for delivery of consistently high-quality service to clients; enabling and facilitating associate involvement in problem solving and ensuring associates have the tools, supplies, skills and information to accomplish client, team and company objectives and ensure a pipeline of excellent talent to fill future business needs.
Cultivating solid client relationships and maintaining open and transparent communication concerning operations, polices, issues, and industry best practices.
Developing full understanding of client’s objectives, contracted deliverables, and communicating these to the team.
Assessing all main operational aspects of programs including the identification and implementation of automation, greater efficiencies, improved processes, optimal staffing model, staff roles & responsibilities, and SOPs, etc.
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.
Responsible for and oversee their respective department.
Interview, select and supervise the activities of the department staff; communicate, interpret and discuss with team the company policies and procedures.
Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; recommend, seek approval and communicate salary changes, promotions, transfers; discipline and discharge and administer all other personnel actions.
All other duties as assigned.