As a Director, you will join our team on a journey to help eliminate barriers for patients, increase their access to medications, and help them receive lifesaving treatments while working in an environment that nurtures you.
The Director leads a team of program managers within the Client Services Department with the objective of delivering exceptional service to Valeris' pharmaceutical manufacturer customers. The Director of Client Services will lead their team with consistent coaching, regularly providing specific and actionable feedback to strengthen the individual and team's performance. The Director of Client Services is responsible for driving the account strategy for assigned customers. This individual is also responsible for serving as the first point of escalation, both for customers and for internal conflicts or prioritization of resources. Finally, this individual will maintain operational oversight of programs
to ensure services and solutions are delivered successfully and meeting client expectations
Key Responsibilities:- Lead, develop, and train a team of program managers in delivering exceptional customer service to Valeris' customers
- Utilize Valeris' leadership competencies as the driving force behind the team's success
- Teach, coach, and mentor program managers as their primary trainer upon hire and on an ongoing basis
- Conduct regular one-on-one meetings with direct reports
- Position self as a senior Valeris resource for assigned customers
- Serve as the first point of escalation for customer issues; inform manager (VP, Client Services) of customer escalations
- Breakdown barriers that prevent program managers from being able to operate effectively
- Manage internal issues or conflicts as the first point of escalation; resolve all issues peer-to-peer at the lowest possible level
- Review all scoping requests, pricing, and SOWs for accuracy prior to delivery to customers
- Drive contract renewal process to ensure contracts are signed prior to expiration dates of programs
- Review all significant client deliverables (e.g., QBR slides, etc.) prior to delivering to customers
- Maintain oversight of program scope, budgets, and spend and ensure amendments or change orders are executed, as appropriate
- Work with program manager and sales team to expand current business and identify upsell opportunities
- Maximize customer retention and mitigate revenue loss by driving account strategy and operational excellence for all assigned customers
- Ensure no business loss due to personal negligence, mismanagement, or execution-related issues by client services team
- Display Valeris commitment by reaching out periodically to clients to gauge their satisfaction both with the assigned program manager and the program
- Develop best practices, routines, and tools for program management
- Provide mentorship to Program Managers where needed
- Build and maintain strong operational relationships with other Valeris departments
- On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
- Ensure all SOPs are followed with consistency
- Conducts miscellaneous tasks or projects as assigned
Qualifications:- Bachelor's degree or higher
- 7+ years of related professional experience, including leading Individual Contributors
- Advanced skills in Microsoft Office and Visio
- Financial management skills including knowledge of invoicing, accounts receivable, budget development/tracking
- Strong data analysis and analytical background
- Demonstrated record of leadership, management of personnel, and potential for further growth (either with Valeris or in previous roles)
- Program management skills and experience
- Highly organized and detail-oriented
- Ability to multitask and prioritize client issues
- Excellent verbal and written communication and interpersonal skills
- Strong business acumen
- Internal candidates with Program Management skills are encouraged to apply
Physical Demands & Work Environment- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
- Although very minimal, flexibility to travel as needed is preferred.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.
