Program Director - Copay

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

Benefits offered by this job

Medical, dental, and vision plans

Health Savings Account (HSA)

Company 401(k) match

Paid Time Off

Holidays (nine + two floating)

Job summary

Valeris, Inc. is seeking a Director of Client Services in the United States to lead a team of program managers in delivering exceptional service to pharmaceutical manufacturer clients.

You will coach, mentor, and develop staff, drive account strategy, and ensure contracts and scopes are executed on time. The role emphasizes escalation handling, cross-functional collaboration, and maintaining operational oversight to maximize retention and revenue.

Qualifications

• Bachelor’s degree or higher required.
• 7+ years of related professional experience, including leading Individual Contributors.
• Advanced skills in Microsoft Office and Visio.
• Financial management skills including invoicing, accounts receivable, budget development/tracking.
• Strong data analysis and analytical background.
• Demonstrated leadership and potential for growth.
• 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 encouraged to apply.

Responsibilities

• Lead, develop, and train a team of program managers delivering exceptional customer service.
• Drive account strategy for assigned customers and serve as escalation point for issues.
• Review scoping requests, pricing, and SOWs for accuracy before delivery.
• Drive contract renewal process to ensure timely sign-offs.
• Maintain oversight of program scope, budgets, and spend; manage amendments or change orders.
• Work with program managers and sales to expand current business and identify upsell opportunities.

Skills

Leadership

Program management

Coaching

Team development

Client relationships

Budget management

Data analysis

Communication

Multitasking

Cross-functional collaboration

Education

Bachelor's degree or higher

Tools

Microsoft Office

Visio

Job description

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.

As a Director, you will join our team on a journey to help eliminate barriers for patients, increase their access to medications, and help them receive lifesaving treatments while working in an environment that nurtures you.

The Director leads a team of program managers within the Client Services Department with the objective of delivering exceptional service to Valeris’ pharmaceutical manufacturer customers. The Director of Client Services will lead their team with consistent coaching, regularly providing specific and actionable feedback to strengthen the individual and team’s performance. The Director of Client Services is responsible for driving the account strategy for assigned customers. This individual is also responsible for serving as the first point of escalation, both for customers and for internal conflicts or prioritization of resources. Finally, this individual will maintain operational oversight of programs

to ensure services and solutions are delivered successfully and meeting client expectations

Key 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

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

Physical Demands & Work Environment:

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Why Work for Valeris?

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
• Additional health support, including telehealth and Employee Assistance Program (EAP) services
• Company match on Health Savings Account contributions
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
• Paid Time Off (PTO) and Sick Leave to support work-life balance
• Team members receive nine paid holidays plus two floating holidays
• Opportunities for advancement in a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• A mission-driven, inclusive culture where your work makes a meaningful impact

Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.

Our Commitment to Equal Opportunity

At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.