Sr. Director, Customer Strategy & Success

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions. 

You will make an impact: 

The Senior Director, Customer Success will have responsibility to build and scale the customer success and experience functions (CS/CX) at eClinical. This person will be responsible for ensuring that customers are achieving their desired business outcomes with our software and tech-enabled data services. In addition, the leader will work cross-functionally to promote and drive a company-wide culture of customer advocacy. 

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare. 

Your day to day: 

• Lead aspects of building a new customer success organization including the people, processes, and technologies needed for success
• Develop customer health scoring and reporting that utilizes customer data across the enterprise, and implement supporting software and process automation
• Collaborate with business and executive leaders to translate strategic direction into a series of actionable and measurable outcomes
• Collaborate cross-functionally with the leaders of Customer Support, Professional Services, Sales, Product Management, Engineering, and the Executive Team to promote a customer success mindset
• Drive Customer Success Outcomes, and work with leadership to develop and track leading and lagging CS KPIs that support: increased renewals, reduction in churn, account expansion, and increased Customer Lifetime Value (CLTV) 
• Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of eClinical solutions to be realized
• Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
• Work with Marketing, and Sales to clearly define customer segments and personas, develop tools to identify and communicate customer goals and success factors pre-contract, and streamline the transition to service delivery
• Developing a culture of customer obsession and accountability, striving for nothing less than 100% customer satisfaction
• Managing business growth through greater advocacy and customer reference ability

Take the first step towards your dream career. Here is what we are looking for in this role. 

Qualifications:  

• Bachelor’s degree in sciences, business, operations, computer science or related field preferred; MBA is a plus
• 8+ years of experience leading teams for customer success or equivalent experience
• 10+ years of experience in clinical research or drug development industry. Knowledge of ICH/GCP guidelines, 21 CFR Part 11, clinical trial methodology, SDLC in regulated environments, and industry standards preferred
• 8+ years of proven, hands-on experience successfully implementing SaaS and/or enterprise software applications in clinical research and/or life sciences preferred
• 10+ years cross functional program/project experience, with a demonstrated track record of execution bringing product from concept through market release is preferred
• Demonstrated leadership ability to work effectively with people at all levels in an organization
• Demonstrable success leading enterprise level software and service delivery, and Customer Success organizations
• Deep and effective understanding of all aspects of the customer lifecycle and its intersection with cross company functions
• Must be team player who thrives on working collaboratively and skilled at influencing
• Must be detail oriented; highly organized and thorough
• Exceptional communication and written skills 
• Ability to effectively interact up and down internal and external organizations
• Demonstrated knowledge of managing large budget & financials, including understanding impacts of capitalization and operating expenses
• Track record of building, mobilizing, and scaling organizational teams for success
• Proven background in the ability to execute despite ambiguity and obstacles
• Must be avid problem solver with proven ability to make timely decisions while dealing with ambiguity
• Is achievement oriented, i.e.: measures performance, improves outcomes, sets challenging goals

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours!

eClinical is a winner of the 2023 Top Workplaces USA national award! We have also received numerous Culture Excellence Awards celebrating our exceptional company vision, values, and employee experience. See all the details here: https://topworkplaces.com/company/eclinical-solutions/

eClinical Solutions is a people first organization. Our inclusive culture values the contribution that diversity brings to our business. We celebrate individual experiences that connect us and that inspire innovation in our community. Our team seeks out opportunities to learn, grow and continuously improve. Bring your authentic self, you are welcome here!

We are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.