At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! 

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.  

THE POSITION:

This opportunity is within the EVERSANA Deployment Solutions business unit, which partners with top tier pharmaceutical, medical device and biotechnology companies to provide better, smarter, faster solutions for the industry. The Senior Client Engagement Manager is responsible for leading the Deployment Solutions Client Engagement team. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Interview, hire, train and assign client project responsibilities to newly on-boarded Client Engagement Managers.
• Provide leadership, support and coaching to the Client Engagement Management team.
• Conduct performance reviews and coach to any performance issues of the Client Engagement Management team.
• Provide guidance to Client Engagement Managers for career growth and overall skills development.
• Managing departmental workload, project assignments and organizational training.
• Act as operational liaison while developing and maintaining relationships with clients, internal team members and vendors. The Client includes but not limited to National Business Director, Operations Director, VP of Sales, etc.
• Partner with Business Development to ensure contracted operational support meets the needs of the business and the client.
• Schedule and lead internal and client status meetings to keep business commitments in alignment and with prioritization.
• Guide Client Engagement Management team with creating and managing project timelines for all workstreams within Deployment Solutions during implementation and ad hoc projects.
• Take initiative in identifying areas to develop processes or create efficiencies.
• Handle all operational questions from the Client Engagement Management team, other internal team members and external clients as necessary (ex: Fleet, Sample Management, CRM, etc.)
• Research and determine best business practices to meet the goals and objectives of the business utilizing available operational systems and company resources.
• Expertise of and adherence to all processes, tools, and technology for those departments that directly support your Client Engagement Management teams.
• Understanding of all aspects of administrative and technical operational support that is provided to client projects. This may include aggregate spend reporting (state/federal reporting) process with data needs specifics to client systems.
• Oversight of the following financial processes:  monthly client invoices, receiving/approving vendor invoices and Purchase Orders, monitoring client project headcount and Incentive Compensation Bonus payouts.
• Understanding of all aspects of Compliance training and requirements of a Deployment Solutions client team.
• Attend client POAs, National Sales Meetings or other meetings as necessary as a representative of the organization.  Overnight travel may be required.
• All other duties as assigned and outlined in annual goals and objectives process.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. 
• All other duties as assigned.

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Responsible for and oversee their respective department.
• Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.

Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.

EXPECTIONS OF THE JOB:

• Travel (20% or number of days)
• Hours (40 hours per week)

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Excellent organizational, analytical and multitasking skills.
• Excellent interpersonal and oral/written communication skills with the flexibility of dealing with different personality types.
• Understanding of Life Sciences Commercial operations to include Field Sales, Virtual Sales, Medical Affairs, Market Access and Clinical Educators.
• Strong aptitude towards usage of automated systems: SalesForce Automation, CRM, Reporting/Analytics, Targeting/Alignments, Incentive Compensation and Data Management.
• Proven leadership skills with ability to motivate, mentor and elevate Project Management team’s skills and abilities.
• Expertise in application of project management principles and skills.
• Drive for self-development: the ability to strive for improvement opportunities proactively and individually via work ethic and projects.
• Customer Focus: ability to drive a high level of service delivery; do all necessary tasks to ensure customer satisfaction; deal with prioritizing customer needs.
• Collaborative: provide teamwork ethic toward the best solution to a situation, fostering open dialog and accept thoughts of others to provide positive results.
• Integrity/Professional Etiquette: Always foster an ethical work environment; prevent inappropriate behaviors; be tactful and handle all situations honestly.

PREFERRED QUALIFICATIONS:

• BA/BS from an accredited school is preferred
• 8+ years of relevant experience in the life sciences industry
• Experience working with an outsourced service provider
• Operations Management, Account Management, Project Management or equivalent experience in the life sciences industry
• Experience with Sales Force Automation, CRM, Reporting & Analytics and other applicable supporting technology and systems such as expense management, learning management, etc.
• Experienced people manager
• PMP certified

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounter while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.

Always Innovate I am bold and creative in everything I do.

All your information will be kept confidential according to EEO guidelines.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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