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Director, Client Services

4 weeks, 1 day ago
United States
Full-time
Executive
Customer Success Manager
Project and Program Management
Asana
Apply Now
Impiricus - The HCP-Preferred Engagement Platform

Impiricus - The HCP-Preferred Engagement Platform

Impiricus is the future of HCP industry engagement, offering a next-generation platform that supports 1 million patients in accessing therapy by 2025.

Pharmaceuticals
11-50
Founded 2020
$4M raised
View All Jobs 5

Description

  • Lead delivery strategy and operating plans for all programs in the portfolio, ensuring campaigns are designed to meet client goals before execution begins.
  • Translate strategic objectives into executable delivery plans, team structures, timelines, and workflows.
  • Own account governance, including meeting cadence, decision rights, escalation paths, and communication protocols.
  • Develop and maintain resourcing plans across the book of business based on program complexity, phase, and client tier.
  • Review and approve client-facing communications, presentations, and strategic deliverables for quality and accuracy.
  • Oversee program execution from planning through launch and ongoing optimization.
  • Lead quarterly business reviews and present campaign analytics, operational performance, and recommended optimizations.
  • Own retention, expansion, and overall health of a portfolio that may include accounts with $5M–$10M+ in annual business.
  • Manage and mentor CS Managers and Coordinators while holding the team accountable to delivery standards.
  • Lead cross-functional collaboration with Sales, Operations, Product, and Data, and manage escalations and issue resolution proactively.

Requirements

  • 4+ years of experience delivering software platforms or complex programs to clients with increasing size and complexity.
  • Proven experience working on clients with $5M+ in annual business.
  • Experience in pharmaceutical life sciences, health tech, or a SaaS/platform environment serving pharma clients.
  • Experience acting as a strategic consultant to pharma brand teams and translating business objectives into program design and delivery plans.
  • Experience building governance structures, delivery frameworks, and cross-functional operating models for complex, multi-phase programs.
  • Demonstrated track record leading and developing high-performing CS or account teams.
  • Deep understanding of MLR submission and approvals processes, content guardrails, and technical platform functionality.
  • Exceptional QBR and executive presentation skills with the ability to present data, recommendations, and a clear point of view.
  • Strong command of project management tools such as Asana or equivalent for managing a live project plan across a high-volume book of business.
  • Ability to use data and performance insights to guide recommendations and optimizations.
  • Strong judgment in managing risk, navigating escalations, and maintaining stakeholder trust.
  • Ability to manage a high-complexity portfolio autonomously in a fast-paced, deadline-driven environment.
  • Willingness and ability to travel up to 1-2 times per quarter.

Benefits

  • Base salary range of $120,000 to $135,000.
  • Medical, dental, and vision coverage for employees and dependents.
  • On-demand healthcare concierge support.
  • HSA, FSA, and DCFSA pre-tax savings options, with monthly employer contributions to HSA when enrolled in a high-deductible plan.
  • 100% paid short- and long-term disability insurance, plus life and AD&D insurance.
  • Flexible vacation policy / flexible time off.
  • Paid parental leave available after 6 months.
  • Remote work option with flexible in-person collaboration if near an office.
  • 401(k) with tax advantages and company match.

Interested in this position?

Apply directly on the company website

Apply Now

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