Client Engagement Manager

Company Description

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.  

Job Description

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 Client Engagement Manager applies Commercial operational services knowledge and project management processes obtained through education and experience to partner with Business Development and the Deployment Solutions leads to increase operational efficiencies and provide project support from the time an opportunity is officially pursued through hand-off to the Account Activation team.

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.  

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

• Utilize a systematic and repeatable approach, to inspect a business opportunity and to disarm and/or remove all types of organizational barriers and to identify the appropriate SMEs to assist with operational design and execution.
• Works closely with Business Development to capture project requirements, scope and success metrics.
• Responsible for post-win Salesforce documentation for all business opportunities.
• Mobilizes a cross-functional team appropriate to the opportunity, e.g., CRM, Incentive Compensation, Data, Reporting etc. to establish and document project development strategy, schedule, costs, budget and resource needs.
• Works with the appropriate SMEs to establish the execution plan weighing tradeoffs.
• Continuously tracks project activities, risks, and issues to ensure opportunity progress on schedule while meeting established customer requirements.
• Works directly with Business Development and the SMEs when needed to drive issues to closure, and/or escalates issues and mitigation recommendations to Deployment Solutions management.
• Resolves people and team dynamic issues for the effective performance of the operations team in completing their assignments.
• May work with other program managers on interdependencies with other simultaneous projects.
• Schedules and leads timely status review meetings, and formal project reviews.
• Support GDM with SOW Operational Services details applicable to each opportunity.
• Other duties as applicable to your assigned projects or departmental needs. These duties will be outlined in an annual goals and objectives process and evaluated in an annual performance management process.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. 
• All other duties as assigned.

EXPECTIONS OF THE JOB:

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

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

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

• Mutual respect: Able to adapt behavior to others’ styles; interact with people who have different values, cultures, or backgrounds; be of service to difficult people; optimize the benefits of having a diverse workforce
• Integrity/professionalism: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle all situations honestly.
• Collaborative: Works well with individuals or teams; works toward the best solution to a situation; fosters open dialog; accepts the thoughts of others and works to combine ideas to produce winning outcomes
• Adaptable: Changes behaviors and approach to suit the situation or personalities involved
• Organized: Plans and organizes work effectively; manages multiple priorities and changes to assignments; anticipates problems and potential issues; meets deadlines, schedules and commitments
• Decision making and problem solving: Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options.
• Results Focused (Commitment to Task): Demonstrate dependability in difficult circumstances and show a sense of urgency about getting results; Willingness to dedicate extra time and efforts in order to complete the task.
• Accountability: Able to take responsibility for actions and outcomes and persist despite obstacles; Able to seek positive solutions.
• Attention to Detail: Able to be alert in a high-risk environment; follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.
• Customer Focus: Able to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs

PREFERRED QUALIFICATIONS:

• Along with demonstrated initiative, uncompromised integrity and a results-oriented mindset, the ideal candidate has: BA/BS degree or 5+ years of equivalent/relevant experience.
• Minimum 3+ years of experience in a client services, operational management, or account manager role.
• Preferred: Minimum of 3+ years of prior Life Sciences Industry-specific experience working in field sales administration/operations.
• Basic understanding of Life Sciences Commercial operations to include Field Sales, Medical Affairs, Market Access, Clinical Educators, and Engagement Center programs.
• Basic understanding of Sales Force Automation, CRM (e.g., Salesforce.com), Reporting/Analytics, Targeting/Alignments, Incentive Compensation and Data Management.
• Excellent oral/written presentation skills as well as interpersonal skills with the flexibility in dealing with different personality types.
• Strong customer service and account management skills.
• Strong organizational and multitasking skills.
• Proficiency in Microsoft Office applications (SharePoint, Excel, PowerPoint, Word).
• Fundamental understanding and application of project management principles and skills.
• Strong aptitude towards usage of automated systems.
• Strong analytical skills.
• Ability to translate customer needs into technical requirements.
• The drive for self-development, the ability to collaborate, and an action-oriented work ethic.

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.

Additional Information

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 

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit eversana.com/careers. More information about EVERSANA’s benefits package can be found at eversana.com/careers. EVERSANA reserves the right to modify this base salary range and benefits 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.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.

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