Director of Client Services & Programs

Valeris; United States; Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) retirement plan with match

PTO and sick leave

Job summary

Valeris is seeking a Director of Client Services in the United States to lead a team of program managers delivering exceptional service to pharmaceutical manufacturers. You will coach, mentor, and escalate issues, while managing program scope, budgets, and renewals to maximize retention and growth.

You will partner with sales to expand business, uphold SOPs, and maintain strong cross-department relationships.

Qualifications

• Bachelor’s degree or higher.
• 7+ years of related professional experience, including leading Individual Contributors.
• Advanced skills in Microsoft Office and Visio.
• Financial management skills including knowledge of invoicing, accounts receivable, budget development/tracking.
• Strong data analysis and analytical background.
• Demonstrated record of leadership, management of personnel, and potential for further growth (either with Valeris or in previous roles).
• Program management skills and experience.
• Highly organized and detail-oriented.
• Ability to multitask and prioritize client issues.
• Excellent verbal and written communication and interpersonal skills.
• Strong business acumen.
• Internal candidates with Program Management skills are encouraged to apply.

Responsibilities

• Lead, develop, and train a team of program managers in delivering exceptional customer service to Valeris’ customers.
• Utilize Valeris’ leadership competencies as the driving force behind the team’s success.
• Teach, coach, and mentor program managers as their primary trainer upon hire and on an ongoing basis.
• Conduct regular one-on-one meetings with direct reports.
• Position self as a senior Valeris resource for assigned customers.
• Serve as the first point of escalation for customer issues; inform manager (VP, Client Services) of customer escalations.
• Breakdown barriers that prevent program managers from being able to operate effectively.
• Manage internal issues or conflicts as the first point of escalation; resolve all issues peer-to-peer at the lowest possible level.
• Review all scoping requests, pricing, and SOWs for accuracy prior to delivery to customers.
• Drive contract renewal process to ensure contracts are signed prior to expiration dates of programs.
• Review all significant client deliverables (e.g., QBR slides, etc.) prior to delivering to customers.
• Maintain oversight of program scope, budgets, and spend and ensure amendments or change orders are executed, as appropriate.
• Work with program manager and sales team to expand current business and identify upsell opportunities.
• Maximize customer retention and mitigate revenue loss by driving account strategy and operational excellence for all assigned customers.
• Ensure no business loss due to personal negligence, mismanagement, or execution-related issues by client services team.
• Display Valeris commitment by reaching out periodically to clients to gauge their satisfaction both with the assigned program manager and the program.
• Develop best practices, routines, and tools for program management.
• Provide mentorship to Program Managers where needed.
• Build and maintain strong operational relationships with other Valeris departments.
• On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data.
• Ensure all SOPs are followed with consistency.
• Conducts miscellaneous tasks or projects as assigned.

Skills

Leadership

Program management

Data analysis

Communication

Strategic thinking

Mentoring

Customer focus

Education

Bachelor’s degree or higher

Tools

Microsoft Office

Visio

Job description

Valeris is seeking a Director of Client Services in the United States to lead a team of program managers delivering exceptional service to pharmaceutical manufacturers. You will coach, mentor, and escalate issues, while managing program scope, budgets, and renewals to maximize retention and growth.

You will partner with sales to expand business, uphold SOPs, and maintain strong cross-department relationships.