THE POSITION: The Director, Client Services Implementation will be responsible for oversight of one or more complex programs across multiple lines of service or business to drive the overall success of the program implementation. This position will drive patient and client satisfaction by leading and directing with a goal of providing the highest level operational success, internal stakeholder engagement and client satisfaction. They will maintain compliance with service commitments, contractual obligations, regulatory compliance and quality measures.ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:Oversees and supports multiple implementation projects for complex programs across multiple lines of service or business in collaboration with other EVERSANA business unitsWorks in collaboration with the system Product Owners to ensure program requirements are prioritized on the product roadmap in alignment with the project timelineProvides direct and indirect oversight of employees supporting the program implementation, delegating appropriate tasks and ensuring timely delivery with qualityServes as an industry and technical Subject Matter Expect for organization services and solutionsProvides consultation and direction on organizational strategy for technical and services design, build, execution and deliveryIn collaboration with direct leadership, sets organizational strategy for new product services and featuresLeads all internal and external implementation meetings for the development and implementation of patient services programsReviews stakeholder requirements, develops project plans, and ensures the implementations are completed on time, within budget, and meets stakeholder expectations.Involved in pre-sales discussions, aiding in scoping projects and/or developing proposals.Has a continuing role in user support to address issues in the usage of services; manage post-implementation enhancementsUnderstand the customer's business and business challenges and drive completion of contractual deliverables as required.Leads/drives the business requirements gathering end to end recognizing the unique needs of the group.Responsible for all phases of project management of initiatives and work streams.Maintains an awareness of program goals and objectives and navigates solutions towards desired ends, while maintaining relationships and supporting consensus.Produces analysis and presentations to support strategic decisions and priorities.Develops tools to manage projects and key decisions, communication, issues, problems areas, schedule delays, or other events which could affect project scope or completion.Utilizes all available information appropriately to guide decisions and negotiations to meet objectives, while acting with integrity.Exercises critical thinking and evaluates options for solving problems and achieving goals.Coordinates resources to achieve cost, budget, and quality expectations for projects.Manages relationships with internal and external customers.Supports the organization in their direct leadership of initiatives (e.g. serves as a consultative resource to guide work streams and hold them accountable for deliverables to support project milestones and execution).All other duties as assigned Project ManagementIndependently leads large scale projects, including those spanning multiple internal and external teamsEstablishes appropriate measures of success and project plansEnsures team deliverables are met within a timely mannerMonitors client Service Level Agreements (SLAs) and develops plans to mitigate risk as necessaryBuilds trust with client and is accountable for overall launch of patient services programsWorks with client to define success criteria, communicate status, risk and issues, and manage goals and objectives for the implementation Escalates issues to the key client stakeholders as appropriate.Acts as an escalation point for client through burn-in period following live dateIdentifies & independently deploys operational improvement opportunities related to client implementationsAccurately captures and documents client requirementsMonitors the health of new clients, creating mitigation and excellence plans as necessaryTracks and reports department and project progress toward goals.Provides data driven solutions that promote continuous improvement.Creates and executes project work stream work plans, milestones and metrics to align with project outcomes. Revises as appropriate to meet changing needs and requirements.Manages day-to-day operational aspects of project work stream and scopeAll other duties as assigned Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.PEOPLE LEADER People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:Responsible for and oversee their respective department.Coordinates departmental or cross-functional teams, focused on delivering new or upgrading existing services.Encourages and provides constructive feedback to improve performance.Inspires and persuades others to voluntarily follow direction, pursue and achieve goals, and adopt new positions or opinions.Engages the participation of all team members by motivating them to work toward common goals and shared accountability for deliverablesEngages the responsibility of all team members by stressing the individual accountability each team member has and leveraging individual strengths.Effectively communicates strategies and provides ongoing direction to the team to ensure alignment and progress.