Sr Director, IT Client Solutions

Senior Director, Client Solutions

Remote

We are excited to announce that we are relaunching Fortrea Patient Access under a new name - Neovance.

Our Patient Access team is a scaled leader in the HUB services and patient access market, serving the biopharmaceutical industry with comprehensive patient support, product access, affordability, and adherence solutions for more than 30 years. Further advanced by its recently expanded non-commercial specialty pharmacy, FortreaRx™, to support enhanced distribution of cold-chain and ambient free goods products, we are committed to driving patient outcomes and improving healthcare accessibility through its extensive experience while currently supporting more than 2.5 million patients and over 100 unique brands across more than 25 disease indications.

The Sr Director, Client Solutions is responsible for our client-specific technology project management office that works directly with our clients and Operations Customer Success group to deliver technology configuration, support and data analytics for our customer patient access programs. The role has people management responsibility for project managers and business analysts that are dedicated to client tech program management, support and configuration. It’s a key role that helps manage customer programs, tech implementations, ensuring on-time delivery, program revenue/margin goals and continual client satisfaction. There is an opportunity for this role to expand to lead product training and support as we further build and transform the product team.

RESPONSIBILITES

• Oversee the client-specific, technology-specific management office to ensure customer programs are managed, delivered and supported to meet client objectives, revenue/margin goals, customer satisfaction and successful patient outcomes. Includes:
• Implement and follow Project Management Office standard methodologies, processes, and tools, develop, and maintains project documentation, work plans and project deliverables. Guide others in the use of the methodology and tools.
• Establish and maintain effective communications with team members, stakeholders, senior management, and customers. Communicate project status to stakeholders through routine status reports and meetings.
• Manage project managers and business analysts to ensure client program implementation and success.
• Liaise with Operations customer success management office to align on customer goals and strategic imperatives. Help lead prioritization of those goals in conjunction with Operations and IT leadership.
• Partner with BD, Solutions Engineering and Operations on the following when technology needs exist:
• client proposals and solution approaches
• onboarding of new programs
• pricing for new programs and program changes
• Develop revenue forecasts and actuals in support of operational program management.
• Partner with Product Leaders ensuring that our proprietary products and data analytics platforms include client feedback, prioritized backlog items, and how they impact customer programs.
• Partner with vendors to deliver projects, as necessary.
• Drive operational and service excellence through a keen focus on process design, development, and improvement.
• Direct and mentor project teams, plan work assignments and schedules and ensure deliverables are completed on time and within budget. Guide and monitor work performance.
• Partner with Product, Tech leaders and Solutions Engineering/BD to understand our roadmaps and translate them into how customer programs can improve/implement based on new tech innovation.
• Maintain a detail-oriented mindset while innovating solutions to existing problems and anticipate potential future opportunities and issues.
• Produce quality work while maintaining a strong sense of urgency and accountability.
• Lead specific projects yourself, when necessary.
  
  

Experience And Education Requirements

• Bachelor's Degree in Management Information Systems, IT business administration, Computer Science or technical discipline or equivalent combination of education and work experience may be considered.
• 10 years of technology and/or project management leadership experience.
• 5 years of client project management, ideally with external clients in the healthcare or life sciences space.
• 5 years of direct line management experience.
• 5 years of managing call center, hub operations engagement platforms or other related technology configuration groups in the space.
• Progressive work experience in software related healthcare or life sciences industries.
• Excellent communication skills across all mediums (visual, written, verbal) that bolster your decisions with focus and brevity.
• Excellent business analysis, project management, problem solving and solution engineering skillsets.
  
  

Benefits: All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time, or part-time employees working 30 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), Paid time off (PTO) or Flexible time off (FTO), Company bonus where applicable.