Director, Client Services

Valeris is an integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Backed by proven industry expertise and results-driven technology, Valeris helps navigate the complex life sciences marketplace by providing commercialization solutions to accelerate value and enhance patient lives.Valeris fosters a culture that encourages individuality and provides opportunities for creativity, growth, and success while fostering a team environment. We are a diversity-driven organization with an inclusive approach to delivering patient-centric solutions that eliminate barriers for patients and increase patient access to life-altering medications.As a Director of Client Services, 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 of Client Services leads a team of program managers within the Client Services Department with the objective of delivering exceptional service to Mercalis’ 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.Lead, develop, and train a team of program managers in delivering exceptional customer service to Mercalis’ customersUtilize Mercalis; leadership competencies as the driving force behind the team’s successTeach, coach, and mentor program managers as their primary trainer upon hire and on an ongoing basisConduct regular one-on-one meetings with direct reportsPosition self as a senior Mercalis resource for assigned customersServe as the first point of escalation for customer issues; inform manager (VP, Client Services) of customer escalationsBreakdown barriers that prevent program managers from being able to operate effectivelyManage internal issues or conflicts as the first point of escalation; resolve all issues peer-to-peer at the lowest possible levelReview all scoping requests, pricing, and SOWs for accuracy prior to delivery to customersDrive contract renewal process to ensure contracts are signed prior to expiration dates of programsReview all significant client deliverables (e.g., QBR slides, etc.) prior to delivering to customersMaintain oversight of program scope, budgets, and spend and ensure amendments or change orders are executed, as appropriateWork with program manager and sales team to expand current business and identify upsell opportunitiesMaximize customer retention and mitigate revenue loss by driving account strategy and operational excellence for all assigned customersEnsure no business loss due to personal negligence, mismanagement, or execution-related issues by client services teamDisplay Mercalis commitment by reaching out periodically to clients to gauge their satisfaction both with the assigned program manager and the programDevelop best practices, routines, and tools for program managementBuild and maintain strong operational relationships with other Mercalis departmentsBachelor’s degree or higher7+ years of related professional experience, including leading Individual ContributorsLocated on the West Coast preferred (role is hybrid)Advanced skills in Microsoft Office and Visio Financial management skills including knowledge of invoicing, accounts receivable, budget development/trackingStrong data analysis and analytical backgroundDemonstrated record of leadership, management of personnel, and potential for further growth (either with Mercalis or in previous roles)Program management skills and experienceHighly organized and detail-oriented Ability to multitask and prioritize client issuesExcellent verbal and written communication and interpersonal skillsStrong business acumenInternal candidates with Program Management skills are encouraged to apply

Created: 2025-11-27