The Client Relationship Team Manager is a people leader, client facing role on the Provider Education and Engagement (PE&E) team within the Ontada business. This role has primary responsibility for managing the performance and efficacy of a team of Provider Education Specialists (PES) tasked with delivering manufacturer sponsored clinical education programs for community oncology practices, as well as leading the identification and engagement of new practice customers to utilize the portfolio of provider education services.

This role will manage activity and grow assigned customer base through the development of value-based relationships with affiliated practices, internal practice facing roles and manufacturer customers, while ensuring effective individual and team implementation of all facets of service delivery. This is a high touch role with both Pharma-biotech organizations and practicing HCP's/administrators. Candidate must have demonstrated ability to work independently and exercise sound business judgment to optimize compliant service delivery.

Key Responsibilities:

• Ownership of Practice Account Development and Engagement Initiatives
• Direct Team Management and Revenue Performance Responsibility
• Industry/Manufacturer Account Client Relations
• Compliant Health Care Provider (HCP) engagement focused on clinical education activities
• Maintain PE&E capabilities knowledge to assimilate customer feedback into solutions
• Provide SME consultation to key stakeholders on operations and services for HCP engagement approaches.

Physical Requirements

This is a Work at Home position when not onsite/meeting with customer.

Approximately 50% overnight travel may be required. Must reside within 30 miles of international airport.

NEW CLIENT ENGAGEMENT

Responsible for overall new practice customer identification and engagement. As part of a management team, responsible for establishing, refining, and driving new practice customer initiatives through contributions to strategy and processes. Operational responsibilities may include leading outreach, setting meetings, presenting solutions, and development of presentation resources/collateral for customer discussion. Drives evolving process development for tracking engagement activity. Provide coaching and guidance to team for service expansion of existing customer portfolio.

CUSTOMER/ACCOUNT MANAGEMENT

Maintains knowledge of services to support individual team members as theircentral point of contact for day-to- day program issues with either Manufacturer or Practice clients. Understanding of operational processes to support individual team members (as needed). Effective cross-functional team member providing proactive consultative services on process improvement, products and services, and implementation process to meet current and evolving program requirements. Responsible for all written and verbal communication to internal and external clients. Establishes collaborative internal and external relationships to resolve issues, facilitate customer requests, and drive innovative solutions to meet educational needs in an evolving environment.

PROJECT MANAGEMENT

Responsibilities may include the development and/or review of contracts, budgets, timeline and deliverables. Has responsibility for collaboration with diverse stakeholders including PE&E program management, proposal development, Business Development, and finance teams. Responsible for thorough understanding of operations to provide oversight of teams' projects; coordinates time, resources and delegates tasks across her/his team to meet business objectives. Responsible for identifying project priorities and opportunities with client and communicating priorities to internal team. Provides status reports to senior level management to ensure visibility of internal and external client program operation.

FINANCIAL MANAGEMENT and COMPLIANCE

Identifies and resolves identified billing issues/concerns or escalates to manager as necessary to ensure 100% accuracy and compliance in project delivery. Responsible for understanding and remaining current with industry regulatory guidance regarding HCP interactions (e.g. PhRMA Code, IFPMA, etc.). Provides guidance to team on these matters to ensure compliance consistency.

Minimum Requirements

5+ years direct people management experience

5+ years account management experience.

Critical Skills-

• 5+ years Healthcare experience
• Ability to drive service adoption in a healthcare setting or direct to HCP's through prospecting, cold calling, and relationship development
• Experience managing a team: coaching, training and mentoring employees
• Contract review and negotiation experience
• Process management expertise (tailoring established process to compliantly meet customer needs)
• Experience navigating a highly regulated environment
• Superb organization skills (examples may be requested)
• Ability to build relationships with key leaders and influencers including healthcare providers, and industry clients, and internal business leaders to drive acceptance and adoption of services through alignment with stakeholder needs.
• High level of accountability demonstrated through decision making, problem solving skills, and ability to work under pressure.
• Self-starting team player that thrives in a multi-tasking fast-paced environment.
• Strong verbal and written communication skills. (writing samples may be required)
• Models ICARE/ILEAD principals at all times with employees and customers.

Additional Knowledge & Skills

• Consultative service provision Experience in a community oncology or specialty healthcare setting is a plus.
• Pharmaceutical/Medical Sales experience is a plus
• Strong Microsoft Office skills (PowerPoint, Excel, Outlook, Teams) and experience with CRM tools

Education

• 4-year undergraduate degree required and/or equivalent work experience in the specialty healthcare industry

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