Associate Director, Customer Experience

Medvantx; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company in pharmacy services is seeking an Associate Director of Customer Experience to enhance client satisfaction and manage key accounts. This remote position requires extensive experience in account management and project execution, along with strong communication and problem-solving skills. The role involves coordinating client programs, managing transitions, and fostering relationships to drive business growth.

Qualifications

• 10+ years of account and/or operational management experience.
• Experience in pharmaceutical patient services or related fields.
• PMP certification or related experience.

Responsibilities

• Coordinate and manage client programs and services.
• Lead project management for client implementations.
• Facilitate client communications and conflict resolution.

Skills

Account management

Operational management

Customer service

Project management

Communication

Problem-solving

Multitasking

Adaptability

Education

Bachelor’s Degree

Tools

MS Office

Jira

Power BI

Job description

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Job Summary/Objective

The Associate Director, Customer Experience, reporting to the SVP, Customer Experience, serves as a primary business contact for Medvantx Pharmacy Services, specifically for pharmaceutical manufacturers. The role is responsible for ensuring ongoing client satisfaction for assigned accounts by managing, launching, maintaining, and developing both existing and new programs and initiatives. The Associate Director, Customer Experience, will provide excellent customer service, leveraging a strong understanding of patient services and mail order pharmacy, acting as the subject matter expert for Medvantx production processes, support technology, and protocols. This role will represent client needs and goals within Medvantx, ensuring quality services and support throughout the program’s lifecycle. Building upon existing relationships with clients to encourage new and repeat business opportunities for future growth is essential. This position is remote.

Key Responsibilities

1. Coordinate with all levels to maintain, evolve, and enhance current and new programs, processes, and services for both new and existing clients, including operational and service options beneficial to both parties.
2. Project manage the implementation of all assigned and new incoming clients and client requests for smooth transitions.
3. Lead the writing and maintenance of Requirements Documents (PRDs), Client Work Instructions (CWIs), and other training and reference materials in conjunction with Production.
4. Manage all client communications, conflict resolution, and compliance on deliverables, with ongoing interaction with Operations and Quality leadership.
5. Facilitate client and internal meetings to communicate goals and interests, fostering a cohesive relationship.
6. Assess client needs and requests for optimal resolution within operational and contractual parameters, collaborating with Finance on proposals, SOWs, amendments, rate cards, and invoicing.
7. Handle client issues and requests efficiently, ensure all relevant parties are involved, and inform leadership of issues or concerns.
8. Complete contracted reports and communicate insights from data to clients.
9. Coordinate with quality and finance departments to meet standards, client expectations, and profitability.
10. Liaise between clients, technology, and third-party partners to ensure program goals and system requirements align.
11. Manage change requests, ensuring updates are completed and communicated following the Enterprise Change Request process.
12. Identify opportunities for account growth and new business, involving leadership as appropriate.
13. Understand and communicate the company's capabilities and services to clients.
14. Develop and present business reviews, including trends, best practices, and suggestions for improvement, engaging leadership and operational teams.
15. Participate actively as a member of the Medvantx Management Team.
16. Provide regular updates to leadership on account activity, including status reports, volume metrics, and escalations.
17. Understand client business rules, program goals, contracts, products, therapeutic areas, and patient types.
18. Other duties as assigned.

Skills/Qualifications

• 10+ years of account and/or operational management experience.
• Bachelor’s Degree.
• Experience in pharmaceutical patient services or related fields.
• Proficient in tactical project management and execution.
• Skilled with MS Office, Jira, and Power BI.
• PMP certification or related experience.
• Understanding of pharmacy service processes, tools, and reports is a plus.
• Exceptional customer service skills.
• Strong project management capabilities.
• Ability to multitask effectively.
• Excellent problem-solving, adaptability, and attention to detail.
• Ability to balance client needs with company interests.
• Strong communication skills, including presentation and statistical trending.
• Teamwork-oriented with the ability to work in a dynamic, high-pressure environment.
• Self-directed with minimal supervision.
• Willingness to travel approximately 10% to operational facilities and client sites.

Additional Information

Medvantx is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related conditions), sexual orientation, gender identity, gender expression, age, veteran or disability status, or other protected characteristics.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Sales, General Business, Education
• Industries: Wireless Services, Telecommunications, Communications Equipment Manufacturing