Program Manager - Client Services

Job Locations US-NJ-Somerset
Customer Service/Support



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The Client Services Program Manager is accountable for managing a base of clients, acting as the primary client contact for ongoing business. The Program Manager is focused on the on-going execution of client programs and partners with the AM on implementations of new programs. The Program Manager serves as the day-to-day contact for all activities surrounding the scope of business with the client. This job responsibility compliments the Account Manager’s role that is a more strategic role, along with more client facing time.  


** Hybrid role based out of the Somerset, NJ office




  • Assist Account Manager with program setup by determining the correct operational flow and responsibility assignment within the organization for existing client base, and new client accounts
  • Responsible for fully executing new and existing projects to completion
  • Prepare specifications in the form of business rules and required company and client documents
  • Perform annual reviews of all client jobs and identify and update existing Business Rules as required
  • Assure all required standard system reports, as well as custom designed reports are provided to the client according to documented deliverable dates
  • Track the progress of in-process projects by conducting internal team meetings and monitoring operational area progress
  • Review work orders prepared by Professional Services coordinators and approve samples
  • Interact with all members of all functional areas to maintain efficient processes
  • Manage the change control process
  • Initiate and update all Project Scorecards
  • Review monthly invoicing and work directly with the Finance department to resolve billing inconsistencies
  • Act as the primary liaison with the client maintaining contact via telephone and email on ongoing programs
  • In conjunction with the Account Manager, resolve client issues and problems as they arise
  • Assist in the quoting process and budget preparation
  • In conjunction with the Account Manager lead client status meetings
  • Partner with the Account Manager to develop and execute quarterly internal account reviews and client QB-Rs
  • Maintain Re-Source Hours and accurately capture billable, non-billable, and overtime hours
  • Report to the Account Manager or Associate Director, Professional Services on program/project deliverables, impact on expected work completion dates and any potential problems or issues as they arise



  • Bachelor’s degree, or Associate’s degree with equivalent experience preferred.
  • Approximately three to five years’ experience executing multi-faceted programs and meeting client deliverables.
  • Experience within the pharmaceutical industry and client management or customer service is highly desirable. 
  • Strong organization, analytical, both written and verbal communication and team building skills
  • Communicate with others to effectively achieve client & company objectives
  • Ability to multi-task
  • Strong knowledge of Microsoft Office, Excel, Word, Outlook

Knipper Health is an Equal Opportunity Employer

client service coordinator, client needs, sample management, marketing support coordinator, client program manager, pharmaceutical, brand, product manager, client services


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