Associate Director, Client & Delivery Excellence

About the role

At EVERSANA, we are fueled by our vision to create a healthier world. Our global team of more than 6,000 employees is committed to delivering next-generation commercialization services to the life sciences industry. This role plays a vital part in addressing all areas impacting existing and potential client experience through current programs and proposals. The Associate Director, Client & Delivery Excellence will partner with the program CSL to drive strategic offerings and oversee the SDOH components of the program.

Responsibilities

• Provide coaching, input to personal and departmental goals, and staff training to ensure high-quality service delivery to clients.
• Enable and facilitate associate involvement in problem-solving, ensuring teams have the tools, skills, and information to meet client, team, and company objectives.
• Cultivate solid client relationships and maintain open, transparent communication regarding operations, policies, issues, and industry best practices.
• Develop a full understanding of client objectives and contracted deliverables, communicating these to the team.
• Assess operational aspects of programs, including automation, efficiencies, processes, staffing models, roles, responsibilities, and SOPs.
• Set clear direction, effective plans, and measurable outcomes.
• Oversee the development and approval of client billing prior to invoicing.
• Track, monitor, and report overall program results in a timely manner.
• Responsible for department oversight, including interviewing, selecting, and supervising staff.
• Determine job objectives, work methods, and performance standards; conduct performance reviews and recommend personnel actions.
• Apply deep knowledge of patient access programs, including reimbursement support, co-pay assistance, patient assistance programs, and adherence services.
• Interpret industry trends and competitive information to develop responsive strategies.
• Adapt to a fast-paced, dynamic environment, making independent decisions and meeting deliverables.
• Respond promptly to customer needs and proactively solicit client feedback to improve services.
• Assist in the development and implementation of enterprise growth.
• Accommodate 10% - 25% travel.

Requirements

• Completion of a four-year bachelor’s degree in business or a relevant discipline.
• Minimum 5 years of experience in a patient services leadership role.
• Minimum 5 years of experience in one or more commercial disciplines: Sales, Operations, Product Management, or Strategic Account Management.
• Strong computer skills, including working knowledge of Microsoft Office applications.
• Ability to balance multiple projects and adapt to changing priorities.
• Demonstrated initiative, tenacity, and commitment, with the ability to motivate self and others.
• Strong relationship-building, problem-solving, analytical, organizational, and leadership abilities.
• Excellent verbal and written communication and presentation skills for diverse audiences.

Preferred Qualifications

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

Physical/Mental Demands and Working Environment

The role is primarily office-based, requiring frequent reaching, grasping, standing, or sitting for long periods (up to 90% of the shift), walking, talking, and hearing. Occasional lifting or moving of up to 25 pounds may be required. The work environment is moderately quiet with frequent interruptions and multiple demands.

Pay

If this job posting includes a base salary range, it represents the low and high end of the salary range for this position within the U.S. Compensation will be determined based on relevant experience, qualifications, and geographic location. This role is eligible for hire in select U.S. locations based on business and operational considerations.