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Sr. Client Services Specialist (Life Sciences)

Category Customer Service Location Birmingham, Alabama Job function Operations Job family Client Services
Shift Day Employee type Regular Full-Time Work mode Remote

Sr. Client Services Specialist (Life Sciences) | Birmingham, AL

9:00AM - 5:00PM

Pack Health is seeking a Sr. Specialist, Client Services for our Life Science Vertical (e.g., pharmaceutical, device manufacturers, and research organizations) to join our growing Client Services Team.

As Sr. Specialist, you will be a day-to-day face of Pack Health for our Life Science clients. Your focus will be to facilitate the flawless execution of innovative patient support solutions through strong attention to detail, team coordination, clear communication of needs, and demonstrating a professional and motivating demeanor.

Secondly, you will be measured on the development of mutually trusting relationships with our Life Sciences clients.

The Sr. Specialist position is critical for Pack Health, as you will be the team member with the greatest day-to-day impact on tactical success. 

  • Ensures flawless execution of day-to-day tasks, workflow, key documentation, and tactics
  • Drives the client Medical, Legal, and Regulatory (MLR) review processes and ensures highest quality submissions
  • Owns and maintains project status document and is the tactical lead for client status meetings
  • Facilitates the development of monthly and quarterly analytics reports and partners with necessary teams, as directed
  • Responsible for the timely communication of key project-related decisions / direction between client and Pack Health (daily expectation)
  • Effectively collaborates with internal teams / departments to accomplish tactical priorities
  • Partners with Data & Analytics analysts to glean insights from program data sets
  • Serves as a client expert for the internal team, and advocates for the best possible solutions and outcomes
  • Understands client business, strategic objectives, and competitors
  • Leads client onboarding (with project management support)
  • Supports in yearly strategic planning, scope creation, and budget process
  • Develops an understanding of the Pack Health product offering, capabilities, and competitive market within the patient support and real-world evidence (RWE) spaces

Required Work Experience:

  • 4+ years of work experience within Client Services, Account Management, and/or Consulting
  • 2+ years of work experience within the life sciences / digital health industry
  • Substantive track record of accomplishment
  • Interacted and created relationships with decision makers at the Assoc. Director level
  • Participated in the MLR review process from submission prep to attendance of live review meeting
  • Deeply collabored with cross-functional teams and departments to maintain and tactically support a major client account
  • (Teams include Project Management, Strategy, Data & Analytics, Member Services, Technology / Product, Marketing, Finance, Creative, Medical, etc.)

Preferred Work Experience:

  • 2+ years of management experience
  • Development experience in product, digital, and web
  • Experience with the following software: Smartsheet, Salesforce, Looker, Microsoft SharePoint, Google Products, Veeva Vault PromoMats

Physical and Mental Requirements:

  • Holds oneself to a standard of trust, mutual respect, ownership, and accountability
  • Self-starter with a growth mindset
  • Humility and resilience
  • Cooperative and collaborative team member with excellent listening skills
  • Solution-oriented and flexible
  • Embraces challenges
  • Ability to work up to 8 hours a day on a computer


  • Understanding of program analytics, business landscape assessments, and KPIs
  • Understanding of agile product management methodologies and use of product and workflow management tools such as Jira


  • Proven track record of successfully multitasking and prioritizing work based on timeline and effort required
  • Ability to set clear expectations based on project and client needs
  • Clear, effective, and consistent communication via all channels
  • Operate within complex, nuanced, and sometimes nebulous situations that require a high degree of detail and focus
  • Troubleshooting with well thought out recommendations
  • Understands how / when to leverage multiple perspectives and influences to inform impactful decision making
  • Understanding of datasets with intermediate analysis capabilities
  • Effective up, down, and lateral management of different audiences / roles

Work Environment: 

  • This is a remote position; however, hire will be required to work their hours within the time zone of headquarters / client.
  • Residency near headquarters in Birmingham, Alabama, is not required.
  • Lite travel will be required.

Travel Required:  Domestic up to 25%

Required Education: Bachelor's degree in Marketing, Business, Healthcare or other related field.

Preferred Education:  Master's degree in business or another related field.


“I love working here because Quest has been my second family and second home. I've experienced a wholesome work environment, and good management.”

- Quest Employee

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Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.