Director, Enterprise Customer Strategy and 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:  

We are seeking an experienced and consultative Director, Customer Strategy and Success to serve as a trusted advisor to strategic clients using the elluminate® Clinical Data Cloud. This is an individual contributor role—not a people manager—focused on consulting directly with enterprise accounts to maximize value realization, adoption, and alignment to business goals. 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.

Your day to day:

• Serve as the primary strategic advisor to a portfolio of enterprise accounts (Top Pharma, Top CROs), ensuring alignment to client goals and long-term success with elluminate.
• Work closely with customers to define, document, and drive achievement of business outcomes and ROI
• 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
• Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy
• Provide consultative guidance on the use of eClinical software and services throughout the clinical development lifecycle
• Translate ambiguous or evolving customer needs into clear data strategies and platform configurations that accelerate time-to-value.
• Drive Customer Lifetime Value (CLTV) and account growth in partnership with Enterprise Sales Directors by defining the customer journey; deploying programs to help drive business value with customers, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization. Stiving for nothing less than 100% customer satisfaction.
• Promote business growth through greater advocacy and customer reference ability
• Contribute to continuous improvement by sharing learnings, playbook refinements, and scalable success models across the team.

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 preferred
• 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

Professional Skills:

• Demonstrated leadership ability to work effectively with people at all levels in an organization
• Proven ability to build trusted relationships with enterprise clients
• Strategic thinker who can connect technology to business value
• Experience in enterprise software and service delivery
• 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
• Strong communicator with executive presence and consultative influence
• Technically fluent and comfortable learning new platforms and data models

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.