Program Director - Copay

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 Pharma Cord 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  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., Q  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…