Director, Client Program Management

Department: Client Services

Reports To: SVP, Client Services

Who We Are

Impiricus is one of the fastest-growing companies in North America, enabling pharmaceutical brands to transform how they engage healthcare providers (HCPs). Our newest platform—Ascend—is an AI-powered, always-on engagement engine that integrates compliant messaging, MSL/rep orchestration, next-best-action intelligence, and white-space activation. We partner with leading life-science companies to deliver breakthrough commercial impact.

Job Summary

The Ascend Director, Client Program Management is the connective tissue for Ascend client programs—part strategist, part operator, part relationship-builder. This leader is responsible for ensuring programs are designed with excellence during late-stage sales cycles, successfully transitioned into execution, and managed with rigor through launch and ongoing optimization.

You will be the internal subject-matter expert on all components of the Ascend offering (Rep Connect, Virtual Coordinator, MSL Assist, sample/access workflows, AI chat, SMS/email/web automation, field orchestration, targeting/NBA data flows, etc.). You’ll work directly with senior commercial and medical leaders at pharma companies while also driving cross-functional alignment inside Impiricus (product, engineering, content/MLR, data science, and operations).

This is a highly visible, high-impact role that shapes both our client experience and the future of Ascend.

Program Design Client Strategy (Selling + Early-Stage Partnership)

• Serve as lead strategist in late-stage sales conversations to translate brand goals into Ascend program architecture, including channel mix, workflows, KPIs, and data integrations.
• Build program frameworks and scoping documents that help clients visualize how their Ascend deployment will operate.
• Present confidently to VP/SVP/Director-level leaders across Commercial, Digital, Field, Medical, and Access teams.
• Collaborate with Sales, Solutions, and Product to ensure a seamless handoff from pitch → contract → implementation.

Implementation Project Management

• Own the end-to-end delivery for assigned Ascend programs from kickoff through launch.
• Develop and maintain detailed project plans, timelines, risk logs, and stakeholder maps.
• Coordinate with engineering and data teams on requirements for CRM feeds, targeting, NBA logic, user provisioning, and compliance setup.
• Manage the MLR process for all content tied to automated messages, AI workflows, and HCP surfaces.
• Ensure deployments are on-time, on-budget, and aligned with client expectations.

Client Leadership Relationship Management

• Act as the primary operational point of contact for client stakeholders.
• Lead standing weekly meetings, performance reviews, and program governance sessions.
• Escalate issues proactively and communicate solutions clearly.
• Build trusted relationships with senior client leaders and help expand scope through excellence in delivery.

Performance Monitoring Optimization

• Define KPIs and partner with analytics teams to monitor message engagement, HCP activation, conversion, and rep/MSL connectivity.
• Lead quarterly business reviews (QBRs) with actionable insights and optimization recommendations.
• Influence the product roadmap by identifying patterns and client needs discovered in delivery.

Cross-Functional Leadership

• Serve as the internal SME for Ascend, ensuring consistency across programs and scalability of our delivery model.
• Mentor a team of project managers and coordinators as the Ascend portfolio grows.
• Drive continuous improvement in processes, templates, documentation, and methodologies.

Qualifications

• 8–12+ years experience in pharma/biotech commercialization, digital engagement, medical affairs, or SaaS client delivery.
• Strong understanding of HCP engagement, CRM workflows, omnichannel, field team operations, MSL processes, and MLR.
• Willingness and ability to travel onsite to lead in-person kickoff meetings with clients (1-2/ month)
• Demonstrated track record of exceptional program/project management skills
• Proven ability to operate with executive-level clients and also dive into tactical execution.
• Experience in a high-growth, fast-moving environment—comfortable building structure where needed.
• Excellent communication skills, with the ability to translate technical and operational topics into client-friendly language
• High ownership mindset, impeccable attention to detail, relentless follow-through.

The base salary range for this role is $130,000 - $145,000.

Where you land within the range will reflect your skills, experience, and location, while keeping team parity in mind and leaving room for future growth.

Benefits

Impiricus focuses on taking care of our teammates’ professional and personal growth and well-being.

Healthcare: Medical, dental, and vision coverage for you and your dependents + on-demand healthcare concierge
HSA, FSA DCFSA: Pre-tax savings options for healthcare and dependent care, with monthly employer contributions to HSA (if enrolled in a high-deductible plan)
Coverage Protection: 100% paid short- and long-term disability, plus life and ADD insurance
Flexible Time Off: Take the time you need with a flexible vacation policy — recharge your batteries your way
Parental Leave: 12 weeks of paid leave to spend time with your newborn, adopted, or foster child (available after 6 months)
Your Work, Your Way: 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.
Home Office Setup: We’ll ship you the gear you need to create a comfortable workspace at home.
401(k): Save for your future with tax advantages (and company match!)

Impiricus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.