Technical Account Manager

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.

Overview

The Technical Account Manager serves as the primary liaison between the Information Technology team and both internal and external clients. This role requires a blend of business analysis, product ownership, project management, and client success expertise to ensure seamless communication, effective resolution of issues, and successful delivery of technology solutions. The candidate will participate in all IT client interactions– as the dedicated client IT contact, advocate/monitor client technology initiatives, escalate internally to IT leadership as needed, and report on progress to key stakeholders on behalf of the Information Technology organization.

The Technical Account Manager’s responsibilities include, but are not limited to the following:

• Act as the single point of contact for all client-related inquiries within the Valeris IT organization
• Monitor (and escalate as needed) client requests, service tickets, defect resolutions, and innovation initiatives from initiation to outcome
• Conduct regular status meetings with business partners and clients to report progress, status, outcomes, and any challenges on IT requests, tickets, corrective and preventive action (CAPA), and initiatives
• Collaborate with operations to bring innovative technology ideas and solutions to clients
• Participates in client quarterly business reviews, presenting updates on current technology initiatives and achievements, as well as discussing innovative ideas as applicable
• Serve as a client technology subject matter expert, bridging the gap between operations, technology, and partner teams
• Monitor project timelines and deliverables, ensuring adherence to service-level targets and timelines
• Facilitate communication between cross-functional teams to ensure alignment and transparency
• Analyze and report on key performance metrics, identifying areas for improvement
• Partner closely with the IT solution architect, business analysts, product owners, and development leads/managers to design the best way to implement ideas and resolve issues
• Perform other duties as assigned

Qualifications

• Bachelor’s degree in computer science, business administration, or related field, or equivalent experience required
• Proven experience in product management, project management, and client success roles, including client management and setting expectations
• Experience working with internal and external clients to define business and technical needs and provide technical solutions
• Experience working in healthcare and information technology fields is a strong plus
• Experience with web services and data feed integration preferred
• Strong understanding of technology solutions and their application in a business context
• Excellent communication (written and oral), interpersonal, critical thinking, and problem-solving skills
• Proficient in Microsoft Office applications, specifically Excel, PowerPoint, Visio, and Word
• Experience with Salesforce software a plus
• Experience eliciting requirements and diagramming process flows
• Experience working with Project tracking software preferred
• A good understanding of SDLC process (Waterfall, Agile) is preferred
• Ability to work collaboratively in a fast-paced environment
• Ability to investigate how best to solve business problems and meet with the key IT personnel responsible for the delivery of the solution
• We are located in Jeffersonville, IN and Morrisville, NC. While coming into the office can be helpful for relationship building, this is a fully remote position.

Physical Demands & Work Environment

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Why Work for Valeris?

We’re Committed To Supporting The Well-being And Success Of Our Team Members. As Part Of Our Organization, Full-time Employees Can Expect

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
• Additional health support, including telehealth and Employee Assistance Program (EAP) services
• Company match on Health Savings Account contributions
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
• Paid Time Off (PTO) and Sick Leave to support work-life balance
• Team members receive nine paid holidays plus two floating holidays
• Opportunities for advancement in a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• A mission-driven, inclusive culture where your work makes a meaningful impact

Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.

Our Commitment to Equal Opportunity

At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.