Associate Director, Client & Delivery Excellence

At EVERSANA®, we are proud to be a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world through our global team of more than 6,000 employees committed to delivering next-generation commercialization services to the life sciences industry. We serve more than 670 clients, from innovative biotech start-ups to established pharmaceutical companies, helping bring innovative therapies to market and supporting the patients who depend on them.

About the role

The Associate Director, Client & Delivery Excellence plays a vital role in addressing all areas impacting existing and potential client experience through current programs and proposals. This role partners with the program Client Service Lead (CSL) to drive strategic offerings and oversee the Social Determinants of Health (SDOH) components of the program. A key focus is on Client Delight—owning every client experience and its impact on results—by being strategic, forward-thinking, and exceeding client expectations.

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 about operations, policies, issues, and industry best practices.
• Develop a full understanding of client objectives and contracted deliverables, communicating these clearly to the team.
• Assess all main operational aspects of programs, including automation, efficiencies, processes, staffing models, roles, responsibilities, and SOPs.
• Set clear direction, effective plans, and measurable outcomes for program success.
• Oversee the development and approval of client billing prior to invoicing.
• Track, monitor, and report on overall program results in a timely manner.
• Serve as a people leader, responsible for department oversight, including interviewing, selecting, and supervising staff.
• Communicate and interpret company policies and procedures, determine job objectives, work methods, and performance standards.
• Conduct performance reviews, recommend salary changes, promotions, transfers, and administer personnel actions.
• Interpret industry trends and competitive information to develop strategies and tactics responsive to market changes.
• Adapt to a fast-paced, dynamic environment, making independent decisions while maintaining confidentiality 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 initiatives.
• Accommodate 10% - 25% travel as required.

Requirements

• 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.
• Deep knowledge of and practical experience in designing, delivering, and optimizing patient access programs, including reimbursement support, co-pay assistance, patient assistance programs, and adherence services.
• Strong relationship-building, problem-solving, analytical, organizational, and leadership abilities.
• Excellent verbal and written communication and presentation skills, with the ability to convey information to diverse audiences clearly and actionably.
• Ability to balance multiple projects and exercise flexibility with changing priorities.
• Demonstrates initiative, tenacity, and commitment, motivating self and others to go the extra mile.

Qualifications

• Bachelor’s degree in business or a relevant discipline (required).
• Advanced degree in Life Sciences, Pharmacy, or a business-related discipline (preferred).
• Experience in account management in the life sciences industry (preferred).
• Strong computer skills, including working knowledge of Microsoft Office applications.

Physical/Mental Demands and Working Environment

• Frequently required to reach, grasp, stand, and/or sit for long periods (up to 90% of the shift), walk, talk, and hear.
• Occasionally required to lift and/or move up to 25 pounds.
• Work environment is typically an office setting with moderate noise levels, frequent interruptions, and multiple demands.

Pay

This role is eligible for hire in select U.S. locations based on business and operational considerations. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.

Benefits

EVERSANA offers a competitive benefits package. More information can be found at eversana.com/careers.