Associate Director, Client Services

Overview:

Mercalis is an integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Backed by proven industry expertise and results-driven technology, Mercalis helps navigate the complex life sciences marketplace by providing commercialization solutions to accelerate value and enhance patient lives.

Mercalis fosters a culture that encourages individuality and provides opportunities for creativity, growth, and success while fostering a team environment. We are a diversity-driven organization with an inclusive approach to delivering patient-centric solutions that, eliminate barriers for patients, and increase patient access to life altering medications.

As an Associate Director. Client Services, 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 Associate Directorof Client Services leads a team of program managers within the Client Services Department with the objective of delivering exceptional service to Mercalis’ pharmaceutical manufacturer customers.  The Director/Associate 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/Associate 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. 

• Identify, scope, and deliver program and project requirements established by the client.
• Draft and review contracts/Statements of Work and conduct internal and external kickoff meetings.
• Define the program strategy and roadmap to determine the best solution for clients in collaboration with Mercalis internal teams.
• Communicate changes, enhancements, and modifications of business requirements verbally and through written documentation.
• Develop and deliver program presentations, progress reports, and quarterly Business Reviews to clients.
• Lead, develop, and train a team of Program Managers in delivering exceptional service to Mercalis customers
• Utilize Mercalis leadership competencies as the driving force behind the team’s success.
• Provide consistent and actionable feedback to Program Managers on an ongoing basis.
• Maintain oversight of program scope, design, and implementation for new business within current customer portfolio.
• Maximize customer retention and mitigate revenue loss by driving account strategy and operational excellence.

• Bachelor’s degree or higher.
• 7+ years of industry experience.
• Mercalis Senior Program Manager experience is preferred.
• Detailed understanding of Mercalis systems and processes.
• Exceptional communication skills, including verbal and written.
• Proficient in Microsoft Office (Excel, PowerPoint, Visio, Word, OneNote).
• Organized and detail-oriented with effective time management skills.
• Budget management and financial accounting skills.
• Ability to take initiative and easily adapt if priorities shift.
• Ability to travel up to 10% locally and out-of-town.
• Demonstrated record of leadership, management of personnel, and potential for further growth

Why work for Mercalis?

• Diversity, Equity, Inclusion & Belonging are paramount to our culture and success. Our dedication to DEI is both organic and intentional
• Our Mission is rewarding and fulfilling (Patient Access to Life-Saving/Improving/Extending Medications/Treatments)
• We employ the best Talent and Tools from the Patient Access Industry (We are the Industry Leader)
• We monitor the market to ensure we offer competitive salaries and benefits.
• 401K w/ 5% matching; day-1 vestment period
• 15 days PTO
• 8 Holidays + 2 Floating Days
• Health/Dental/Vision/Life; Coverage Day-1
• Gym Reimbursement
• Volunteer Hours

*This is not an exhaustive list of benefits.

*Benefits are subject to change.

** Some positions require onsite presence and/or structured hours/shifts.  

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