Program 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 a Director of 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 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 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. 

• 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

• Bachelor’s degree or higher
• 7+ years of related professional experience
• If internal application: Mercalis Senior Program Manager experience is preferred & Detailed understanding of Mercalis systems and processes
• 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 Mercalis 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

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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