Program Manager - Client Services

• 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