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Mercalis · 1 week ago

Director, Client Services

Morrisville, NC

Contract

Hybrid

Director/Executive

7+ years exp

Mercalis is an integrated life sciences commercialization partner that provides comprehensive solutions across the healthcare value chain. As the Director of Client Services, you will lead a team to deliver exceptional service to pharmaceutical manufacturer customers, drive account strategy, and ensure operational oversight of programs to meet client expectations.

Clinical TrialsHealth CareManufacturingMarketingPharmaceutical

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

Qualification

Program managementFinancial managementData analysisMicrosoft OfficeLeadership experienceMultitaskingBusiness acumenInterpersonal skillsCommunication skillsOrganizational skillsDetail-oriented