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:

We are seeking an experienced and dynamic Senior Director of Customer Engagement & Growth for our Pharmacovigilance Services division. This role is based in the United States and is a pivotal leadership position responsible for fostering strong client relationships, driving business growth, and leading a high-performing team. The Senior Director will play a crucial role in driving customer-centric initiatives and achieving key performance goals. Senior Director will be responsible for both managing a team as well as working in individual capacity.

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

Key Responsibilities:

1. Project/Program/Client Onboarding
   1. 1. Take the transition from the commercial team once the deal is won. Work closely with sales team, client as well as delivery team in finalizing the contracts.
      2. Provide onsite oversight to all new projects until successful execution in collaboration with the project team. Understand client needs, culture, preferences, business priorities and guide the offshore team as needed.
      3. Develop an onboarding checklist for new clients, ensuring a seamless transition from sales to operations.
      4. Facilitate effective communication and handover to the operations team for successful onboarding.
2. Ongoing Client governance and Client Onboarding Excellence:
   • Design, implement and execute a governance structure to continuously engage with the clients ensuring ongoing client delight as well understanding the strategic direction/priorities from the client.
   • Schedule and conduct governance meetings with all our clients showcasing our progress and building stronger credentials in front of the customer.
   • Collaborate with the operations team for achieving client delight. Provide guidance and support to the delivery team to ensure we are delivering value to our clients per their expectations.
   • Ensure through coordination with the onsite project management team that the client onboarding experience is smooth.
3. Customer Relationship Management and Organic Growth:
   • Schedule and conduct quarterly governance meetings with our clients Regular Communication and updates: Establish regular communication channels with clients to provide updates on services, address any concerns, and ensure clients are informed about the company's offerings. Constantly keeping a tab on customer pulse is key to success.
   • Issue Resolution: Act as a primary point of contact for clients, promptly addressing any issues or escalations that may arise, and coordinating cross-functional teams to provide solutions.
   • Develop and implement a comprehensive client engagement strategy that fosters long-term partnerships, addresses client needs, and aligns with the company's growth objectives. Maintain 100% client retention metrics!
4. Supporting sales and marketing teams on all sales/service line growth/GTM pursuits
   • Be the point of contact for all RFI/RFPs for providing inputs from a business perspective to the sales/commercial ops team.
   • Lead presentations, bid defense meetings and demonstrate our service capabilities along with sales and ops team.
   • Collaborate with marketing and other teams to support the GTM plan e.g., developing content for the service line website, thought leadership articles, attending key conferences etc.
   • Identify opportunities for cross-selling and upselling services to current clients. Ensure that the upsell/cross-sell goals are met for each client.

• Setting clear direction, effective plans, and measurable outcomes
• Ensuring work is accomplished effectively by managing employee performance, work processes and other resources.
• Developing a pipeline of excellent talent to fill future business needs.
• Plans, organizes, and coordinates various projects, programs, and services.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

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 overseeing 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 (25% or number of days)
• Hours (40 Hours per week, 5 days of the week)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

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

• A minimum of 10+ years of progressive experience in the pharmaceutical, biotechnology, or CRO industry, with a focus on Pharmacovigilance (PV) and drug safety.
• At least 5+ years of experience in leadership roles, demonstrating an ability to manage teams, projects, and clients effectively.
• Previous experience in customer engagement, business development, and growth strategies in the context of pharmacovigilance services.

PREFERRED QUALIFICATIONS:

• A bachelor's degree in a relevant field such as Life Sciences, Pharmacy, Nursing, Medicine, or Business Administration.
• A master's degree (MBA, MSc, or equivalent) in a related field could be a significant advantage.

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 encounters 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.

OUR CULTURAL BELIEFS:

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.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $206,000 to $278,000 and is not applicable to locations outside of the U.S.  The base salary range represents the low and high end of the salary range for this position.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living).  EVERSANA reserves the right to modify this base salary range at any time.

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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