Associate Director, Client Services
Mercalis, Morrisville, NC, United States
Overview
Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Valeris, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need.
Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products.
Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients.
The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana.
To learn more about Valeris, please visitwww.valeris.com.
The Associate Director of 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 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 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.
Responsibilities
Lead, develop, and train a team of program managers in delivering exceptional customer service to Mercalis’ customers
Utilize Mercalis; 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 Mercalis 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 Mercalis 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
Build and maintain strong operational relationships with other Mercalis departments
Qualifications
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 Valeris? We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:
Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
Additional health support, including telehealth and Employee Assistance Program (EAP) services
Company match on Health Savings Account contributions
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
Paid Time Off (PTO) and Sick Leave to support work-life balance
Team members receive nine paid holidays plus two floating holidays
Opportunities for advancement in a company that supports personal and professional growth
A challenging, stimulating work environment that encourages new ideas
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
A mission-driven, inclusive culture where your work makes a meaningful impact
Our Commitment to Equal Opportunity At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.
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Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products.
Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients.
The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana.
To learn more about Valeris, please visitwww.valeris.com.
The Associate Director of 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 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 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.
Responsibilities
Lead, develop, and train a team of program managers in delivering exceptional customer service to Mercalis’ customers
Utilize Mercalis; 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 Mercalis 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 Mercalis 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
Build and maintain strong operational relationships with other Mercalis departments
Qualifications
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 Valeris? We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:
Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
Additional health support, including telehealth and Employee Assistance Program (EAP) services
Company match on Health Savings Account contributions
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
Paid Time Off (PTO) and Sick Leave to support work-life balance
Team members receive nine paid holidays plus two floating holidays
Opportunities for advancement in a company that supports personal and professional growth
A challenging, stimulating work environment that encourages new ideas
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
A mission-driven, inclusive culture where your work makes a meaningful impact
Our Commitment to Equal Opportunity At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.
#J-18808-Ljbffr