Director, Customer Success

Over 90% of drugs in clinical development stage fail to reach the market, which accumulates to a $45B/year direct lost to the pharma and biotech industry. QuantHealth is addressing this problem today with a state-of-the-art AI solution that is already helping some of the world’s most progressive pharma and biotech leaders get better therapies to market faster at lower costs. Our AI solution allows pharma to run thousands of trial variations in minutes to optimize protocol design and main clinical development decisions. 

Our clients have successfully validated our solution against over 110 clinical trials with 86% accuracy, and our Simulation Automation module has proven to reduce simulation time from 9 months to just weeks. 

Position Overview: 

The Director, Customer Success will, in close collaboration with colleagues, establish a trusted/strategic advisor relationship with the company’s enterprise and/or assigned growth accounts.  This person will be responsible for increasing customer satisfaction as well as meeting the company’s goal of increased retention and award volume in their assigned accounts. These strategies and tools will play a vital role in helping the company meet its strategic and commercial goals.  The Director, Customer Success oversees the assigned account(s) adoption of QuantHealth products and services. In addition, they also collaborate with Business Development to support product/solution specific opportunities and develop strategies to further grow the account(s). 

Key Responsibilities: 

• Advocate clients’ priorities, standards, and requirements internally to cross-functional and executive leadership for alignment  

• Build client strategies to strengthen client relationship and expand QuantHealth’s position as a vendor Including leading account initiatives to either improve the relationship, support stronger delivery, grow the service, or support expansion to a new service bringing in the right SMEs as required. 

• Drive adoption of QuantHealth platform, including technical assistance, training, demos, platform evangelism, configuration and customization assistance.  

• Manage the onboarding experience for clients. Deliver group training and 1-1 sessions to ensure understanding and deep adoption.  

• Take ownership for each client’s success and ROI with our services. Proactively consult to fully understand their needs and actively solve pain points.  

• Coordinate External Governance Meetings with assigned accounts, collaborating internally with the required cross-functional key stakeholders. 

• Maintain portfolio and monitoring analytics, reports and KPIs. Create internal and customer-facing reports. Provide the client with agreed upon KPIs, track agreed SLAs or equivalent depending on client agreements. 

• Contribute to the development and management of the Account Plan including review and analysis of client pipeline to identify opportunities to increase Quant Health’s visibility and footprint. 

• Take an active role in account-level escalations, bringing in the SMEs and Executive Leadership as necessary.  Ensure accurate and timely communication to drive escalation resolution and minimize impact on project(s) and client relationship.  

• Support VP, Customer Success in the implementation of customer success standard processes and templates and organized structure and communication both internally and externally for scalable account governance and growth 

Qualifications & Requirements: 

• Bachelor’s Degree preferably in Life Sciences, Business, IT with a minimum of 8 years of pharmaceutical industry experience and a minimum of 5 years of project management experience or similar 

• Proven experience in customer success or equivalent history of increasing customer satisfaction, adoption, and retention in a complex enterprise software solution setting 

• Solid working knowledge of the pharmaceutical industry, specifically a vendor’s role in the clinical development and clinical operations processes 

• Must possess a high-level proficiency of the following skills: 

• Drive results under pressure 

• Presentation preparation  

• Deeply analytical, strategic decision maker 

• Time management 

• Cultural awareness 

• A sense of urgency and seeks to resolve matters swiftly without comprising quality 

• Strong organizational skills, with keen eye to details 

• Demonstrate an ability to work in a matrix management environment with ability to motivate and influence others towards common goals and productivity 

• Customer-facing experience with proven ability to interact at all levels of an organization  

• Outstanding communication and presentation skills 

• Able to travel (international and/or domestic) 

Benefits: 

• Competitive salary and early-stage company equity in the form of stock options 

• Comprehensive health benefits package 

• Flexible work schedule and remote work opportunities 

• Professional development and growth opportunities 

• Collaborative and inclusive company culture 

Salary Range- $130K-$150K 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.