Impiricus - Director, Client Services
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 • Proven ability to operate as a strategic consultant to pharma brand teams, translating business objectives into program design and delivery plans • Experience building and owning 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 — comfortable presenting performance data with a clear point of view and concrete recommendations • Proven track record driving retention and revenue growth through consultative client partnership • Strong command of project management tools (Asana or equivalent) — owning a live project plan across a high-volume book of business, not just tracking tasks • Comfortable using 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 • Travel up to 1-2x per quarter
Responsibilities
• Delivery Strategy & Program Ownership • Lead delivery strategy and operating plan for all programs in your portfolio, ensuring campaigns are architected to meet client goals before a single execution step begins • Translate strategic objectives into executable delivery plans, team structures, timelines, and workflows • Own the governance model for each account — defining meeting cadence, decision rights, escalation paths, and communication protocols at program launch • Develop and maintain resourcing plans across your book of business, ensuring CS Managers and Coordinators are deployed appropriately against program complexity, phase, and client tier • Get in the weeds to ensure the following are consistently completed with high quality: delivery plan and resourcing plan, governance model and meeting cadence, escalation and risk mitigation plans, standards, playbooks, and templates • Review and approve all client-facing communications, presentations, and strategic deliverables before they go out — consistency, accuracy, and quality are non-negotiable • Maintain oversight of program execution from planning through launch and ongoing optimization • Ensure post-QBR action items are clearly defined, assigned, and completed • Strategic Client Leadership & Revenue Ownership • Own a portfolio of pharmaceutical accounts with full accountability for retention, expansion, and program health — including clients with $5-10M+ in annual business • Act as a strategic consultant to client stakeholders — translating brand imperatives into program design recommendations, not just execution plans • Develop annual account growth plans aligned to client brand and portfolio strategy, identifying expansion opportunities proactively • Lead QBRs, presenting campaign analytics, operational performance, and recommended optimizations with a clear point of view — not just a data recap • Own the brand-level health and retention plan, including proactive risk identification, mitigation planning, and follow-through on all post-QBR action items • Display deep understanding and ownership of the full MLR submission and approvals process, serving as the internal expert on content guardrails and platform functionality • Partner with Business Development on upsell and cross-sell opportunities, contributing directly to revenue growth targets • Team & Cross-Functional Leadership • Manage and mentor a team of CS Managers and Coordinators, holding the team accountable to delivery standards while actively developing their strategic and consultative capabilities • Lead cross-functional collaboration across Sales, Operations, Product, and Data to design and deliver integrated solutions — not just coordinate handoffs • Serve as the internal voice of your accounts, contributing client feedback and market insight to Product roadmap prioritization and department-level initiatives • Lead escalation management and issue resolution across delivery, operations, and client concerns — proactively, before they reach the client • What Success Looks Like • Programs are thoughtfully designed and well-resourced from the start • Delivery is consistent, high quality, and aligned to client goals • Clients feel informed, confident, and well-supported • Risks and escalations are handled proactively and effectively • Teams operate with strong process discipline and clear accountability • Brand health is protected and retention opportunities are strengthened
Benefits
• Base salary range: $120,000–$135,000. Where you land within the range will reflect your skills, experience, and location, while keeping team parity in mind and leaving room for future growth. • Important Notice • Important Notice • To protect candidates, please note that all communication from our team will come directly from an @impiricus.com email address. We do not engage third party recruiters to schedule interviews for this role. If you receive outreach from anyone outside of our domain claiming to represent Impiricus, please disregard and let us know by forwarding the message to [email protected] • Impiricus focuses on taking care of our teammates’ professional and personal growth and well-being. • Healthcare: Medical, dental, and vision coverage for you and your dependents + on-demand healthcare concierge HSA, FSA & DCFSA: Pre-tax savings options for healthcare and dependent care, with monthly employer contributions to HSA (if enrolled in a high-deductible plan) Coverage & Protection: 100% paid short- and long-term disability, plus life and AD&D insurance Flexible Time Off: Take the time you need with a flexible vacation policy — recharge your batteries your way Parental Leave: Paid parental leave to spend time with your newborn, adopted, or foster child (available after 6 months). Your Work, Your Way: If you’re close to an office, we encourage spending some time in-person to collaborate and connect. If not, remote is always an option. 401(k): Save for your future with tax advantages (and company match!) • Healthcare • HSA, FSA & DCFSA • Coverage & Protection • Flexible Time Off • Parental Leave • Your Work, Your Way • 401(k)
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT