Director, Enterprise Customer Strategy and Success

About Our ClientA leading organization that helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and a cutting-edge Clinical Data Cloud – the foundation of digital trials. Together, the 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. About The RoleOur client is seeking an experienced and consultative Director, Customer Strategy and Success to serve as a trusted advisor to strategic clients using the 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 the 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 the platform.

Work closely with customers to define, document, and drive achievement of business outcomes and ROICollaborate cross-functionally with the leaders of Customer Support, Professional Services, Sales, Product Management, Engineering, and the Executive Team to promote a customer success mindsetDevelop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategyProvide consultative guidance on the use of the software and services throughout the clinical development lifecycleTranslate 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 opportunitiesRepresent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization, striving for nothing less than 100% customer satisfaction. Promote business growth through greater advocacy and customer reference abilityContribute 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 plus8+ years of experience leading teams for customer success or equivalent experience preferred10+ 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 preferred8+ years of proven, hands-on experience successfully implementing SaaS and/or enterprise software applications in clinical research and/or life sciences preferred10+ years cross functional program/project experience, with a demonstrated track record of execution bringing product from concept through market release is preferredProfessional Skills:

Demonstrated leadership ability to work effectively with people at all levels in an organizationProven ability to build trusted relationships with enterprise clientsStrategic thinker who can connect technology to business valueExperience in enterprise software and service deliveryDeep and effective understanding of all aspects of the customer lifecycle and its intersection with cross-company functionsMust be team player who thrives on working collaboratively and skilled at influencingStrong communicator with executive presence and consultative influenceTechnically fluent and comfortable learning new platforms and data modelsNote: “We are not the EOR (Employer of Record) for this position.

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