1. Senior leaders at EVERSANA seem more concerned with the ephemera they believe will support sales pitches than upon the operations of the programs they have won.
2. Technology is woefully inadequate and is designed to limit the ability of case management teams to perform any steps not document as part of a launch effort, but systems are not maintained and kept updated as programs change, so associates are hamstrung by systems and prevented from supporting patients.
3. Culture is given a lot of lip service, but associates are brought in without any concept of or ability to influence the shift they'll be assigned to, and are unable to take PTO even for valid complaints. Workforce management has ultimate authority over associate PTO, but is not transparent with managers about decisions or logic behind them, and lacks the skill with data to effectively manage contact center teams.
4. New "senior" account managers were introduced without any explanation as to their function or responsibilities, while long-standing account management positions were eliminated one by one. Operations management were not given sufficient additional support to absorb the eliminated roles.
4. Sales pitches regularly sink to the level of dishonesty about what services Eversana provides, and then BD associates blame IT or Operations teams for failing to execute.
