Manager, eServices Account Management

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Job description

Overview:
Mercalis 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, Mercalis helps navigate the complex life sciences marketplace by providing commercialization solutions to accelerate value and enhance patient lives.

Mercalis 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.

The Manager-eServices will Serve as primary point of contact between the Mercalis Products team and the designated account(s) with respect to prioritizing eServices use cases, integration, implementation assure eServcies in daily operations are stable. This role is primarily focused on transforming existing operations towards more efficient use of eServices.

Responsibilities:
Primary point of contact for designated account(s) with respect to prioritizing eServices use cases and volume forecasts.

Invest the time and training necessary to ensure our internal Mercalis and account designates understand the appropriate Use Case(s), anticipated response rates, for each eService transaction type, respectively.

Manage / Monitor all eServices activities within the designated account(s), acting as the primary liaison between the designated account(s) and the Mercalis Products team.

Principal contributor to the knowledge, understanding and application of the Mercalis catalog of eServices APIs, eServices transactions, and Use Cases within the designated account(s).

Define the business and technical requirements for designated accounts' eServices integration(s) and implementation(s).

Create / Maintain account status for each eService implementation, and roadmap, across all respective therapeutic areas and across all use cases therein.

Guide implementation and ongoing support of the Mercalis eServices APIs, services, and platforms for designated account(s).

Collaborate within the agile process, particularly as it pertains to securing account's eService development activities and roadmap fit into the overall corporate IT development cadence.

Create / Maintain status reporting that aligns eServices utilization, success metrics, and billable transactions.

Partner with eServices Products team to grow eServices use and improve eServices within designated account portfolio.

Act as primary point of contact for the client account(s) development team, ensuring close collaboration on project timelines, development, and the successful implementation of new features within the client's CRM system.

Proactive strategic account management based on insights, account objectives, and KPIs

Utilize Mercalis' leadership competencies as the driving force behind the team's success

On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data

Ensure all SOPs are followed with consistency

Conducts miscellaneous tasks or projects as assigned

Qualifications:
Minimum of 3 years of experience in product management and/or program management, with a proven track record of success. Product Management Certification (PMC) from reputable institutions, is strongly valued.

Masters degree, or 8 years relevant work experience may be considered in lieu of a degree.

Bachelor's degree in healthcare, and more specifically patient offordability and access; relevant work experience may be considered in lieu of a degree.

Minimum of 6 years of experience in product management or related roles, with a proven track record of success.

Extensive client management experience within the healthcare industry, project leadership, healthcare industry knowledge, data analysis proficiency, client facing interactions, team management skills, change management experience.

Ability to analyze complex situations, identify challenges, and develop effective solutions. A strategic thinker with a focus on continuous improvement and innovation in the delivery of eServices.

Proficiency in software and hardware tools, including but not limited to Visio, Powerpoint, Salesforce,

Exceptional time management and organizational skills, with the ability to prioritize tasks effectively.

Strong public speaking and presentation skills, with the confidence to articulate complex ideas to diverse audiences.

Resilience and adaptability to navigate through challenges and drive positive outcomes.

Excellent verbal and written communication skills, with the ability to convey information clearly and persuasively.

Ability to quickly learn and adapt to new software programs and technologies.

Self-starter with the ability to work independently and proactively identify opportunities for improvement.

Internal candidates with demonstrated expertise in utilizing eServices, client management, strategic thinking are encouraged to apply.

Demonstrated leadership experience in digital services delivery, project management, or a related field. A proven track record of implementing effective eService solutions and driving digital innovation within an organization

Understanding of agile process and scrum methodologies. Certification in Agile or Scrum (e.g., CSM, PSM, or PMI-ACP) is highly desirable.

Why work for Mercalis?

Diversity, Equity, Inclusion & Belonging are paramount to our culture and success. Our dedication to DEI&B is both organic and intentional

Our Mission is rewarding and fulfilling (Patient Access to Life-Saving/Improving/Extending Medications/Treatments)

We employ the best Talent and Tools from the Patient Access Industry (We are the Industry Leader)

We monitor the market to ensure we offer competitive salaries and benefits.

401K w/ 5% matching; day-1 vestment period

15 days PTO

7 Holidays + 2 Floating Days

Health/Dental/Vision/Life; Coverage Day-1

Gym Reimbursement

Volunteer Hours

This is not an exhaustive list of benefits.

Benefits are subject to change.

Some positions require onsite presence and/or structured hours/shifts.

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