EVERSANA
life sciences
AssociateDirector,Client&DeliveryExcellence
“Associate Director, Client & Delivery Excellence at EVERSANA. Skills: Client Delight, Client & Delivery Excellence, process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, people leadership. Providing coaching, input to personal and departmental goals and staff training to ensure necessary skills and knowledge is present for delivery of consistently high-quality service. enabling and facilitating associate ”
What You'll Achieve.
Client Delight; deliver consistently high-quality service; accomplish client, team and company objectives; measurable outcomes; overall program results
Industry & Context.
problem-solving; associate involvement in problem solving
Ability to accommodate 10% - 25% travel, pass a drug test, pass a background investigation, reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk, occasionally required to lift and/or move up to 25 pounds
What They're Looking For.
Must Have
completion of a four-year bachelor's degree, in business or a relevant discipline, computer working knowledge of Microsoft Office applications, Minimum 5 years of patient services leadership role, Minimum 5 years of experience in one or more commercial disciplines: Sales, Operations, Product Management, or Strategic Account Management, Ability to balance multiple projects and exercise flexibility to changing priorities, Demonstrates initiative, tenacity, and commitment and motivates self and others to go the extra mile, relationship-building, problem-solving, analytical, organizational and leadership abilities, Excellent verbal and written communication and presentation capabilities to convey information to diverse audiences in a way that is easily understood and actionable
Nice to Have
Advanced Study in Life Sciences, Pharmacy, or Business-related discipline, Experience in account management in the life sciences industry
What You'll Do.
input to personal and departmental goals and staff training to ensure necessary skills and knowledge is present for delivery of consistently high-quality service
enabling and facilitating associate involvement in problem solving and ensuring associates have the tools
skills and information to accomplish client
team and company objectives and ensure a pipeline of excellent talent to fill future business needs
Cultivating solid client relationships and maintaining open and transparent communication concerning operations
and industry best practices
Developing full understanding of client’s objectives
contracted deliverables
and communicating these to the team
Assessing all main operational aspects of programs including the identification and implementation of automation
optimal staffing model
staff roles & responsibilities
Setting clear direction
effective plans and measurable outcomes
Overseeing the development of and approving client billing prior to invoicing
and reporting upon overall program results in a timely manner
Responsible for and oversee their respective department
select and supervise the activities of the department
interpret and discuss with team the company policies and procedures
Determine job objectives
work methods and performance review performance relative to departmental objectives discussion appraisal with each employee and recommend
seek approval and communicate salary changes
discipline and discharge and administer all other personnel actions
How You'll Work.
Team & Collaboration
cross-functional coordination; partner with the program CSL; communicate, interpret and discuss with team the company policies and procedures; win together
Communication Scope
Excellent verbal and written communication and presentation capabilities to convey information to diverse audiences in a way that is easily understood and actionable; open and transparent communication; Communication Matters
Process & Methodology
Setting clear direction, effective plans and measurable outcomes, Ability to balance multiple projects and exercise flexibility to changing priorities
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