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About the role
Key responsibilities & impact- 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
- 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
- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- Medical, dental, and vision coverage for you and your dependents + on-demand healthcare concierge
- Pre-tax savings options for healthcare and dependent care, with monthly employer contributions to HSA (if enrolled in a high-deductible plan)
- 100% paid short- and long-term disability, plus life and AD&D insurance
- Take the time you need with a flexible vacation policy — recharge your batteries your way
- Paid parental leave to spend time with your newborn, adopted, or foster child (available after 6 months).
- 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.
- Save for your future with tax advantages (and company match!)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
program deliverygovernance structuresdelivery frameworkscross-functional operating modelsMLR submission processcontent guardrailsproject managementdata analysisrisk managementconsultative partnership
Soft Skills
strategic consultingteam leadershippresentation skillscommunicationproblem-solvingstakeholder managementmentoringcollaborationjudgmentautonomy