Director, Client Services Implementation

Summary

Join EVERSANA as a Director, Client Services Implementation and oversee complex programs, driving program success and client satisfaction. Lead and direct teams to achieve operational excellence, stakeholder engagement, and compliance. Provide consultation on organizational strategy, lead implementation meetings, and manage project plans. Collaborate with sales in pre-sales discussions and provide ongoing user support. Understand client business challenges and ensure contractual deliverables are met. Lead business requirements gathering and manage all project phases. This role requires a bachelor's degree, 10+ years of experience in pharma/healthcare or project management, and 20% travel.

Requirements

• Requires completion of a four-year bachelor's degree, in business or a relevant discipline
• Minimum 10+ years in pharma or healthcare related field and/or project management
• Ability to accommodate 20% travel
• This position is remote

Responsibilities

• Oversees and supports multiple implementation projects for complex programs across multiple lines of service or business in collaboration with other EVERSANA business units
• Works in collaboration with the system Product Owners to ensure program requirements are prioritized on the product roadmap in alignment with the project timeline
• Provides direct and indirect oversight of employees supporting the program implementation, delegating appropriate tasks and ensuring timely delivery with quality
• Serves as an industry and technical Subject Matter Expect for organization services and solutions
• Provides consultation and direction on organizational strategy for technical and services design, build, execution and delivery
• In collaboration with direct leadership, sets organizational strategy for new product services and features
• Leads all internal and external implementation meetings for the development and implementation of 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
• 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 appropriate
• Acts as an escalation point for client through burn-in period following live date
• Identifies & independently deploys operational improvement opportunities related to client implementations
• Accurately captures and documents client requirements
• Monitors the health of new clients, creating mitigation and excellence plans as necessary
• Tracks and reports department and project progress toward goals
• Provides data driven solutions that promote continuous improvement
• Creates and executes project work stream work plans, milestones and metrics to align with project outcomes. Revises as appropriate to meet changing needs and requirements
• Manages day-to-day operational aspects of project work stream and scope
• All other duties as assigned
• Responsible for and oversee their respective department
• Coordinates departmental or cross-functional teams, focused on delivering new or upgrading existing services
• Encourages and provides constructive feedback to improve performance
• Inspires and persuades others to voluntarily follow direction, pursue and achieve goals, and adopt new positions or opinions
• Engages the participation of all team members by motivating them to work toward common goals and shared accountability for deliverables
• Engages the responsibility of all team members by stressing the individual accountability each team member has and leveraging individual strengths
• Effectively communicates strategies and provides ongoing direction to the team to ensure alignment and progress

Preferred Qualifications

• Advanced degree in business or healthcare
• 10+ years in pharma or healthcare related field and/or project management
• Project Management Training or PMP (preferred)
• Budget/schedule development, management and tracking