ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.
Symphony Health comprises curious thinkers and intellectual problem solvers driving the healthcare data industry forward. We leverage our large, integrated healthcare data repository and our analytic expertise to build customized, agile data solutions which answer the questions our clients -- life science manufacturers, payers, and providers -- have today, as well as those they’ll have tomorrow. Together, we can help patients get the right drugs at the right times.
We believe our success is intertwined with the success of our customers. The Director, Client Engagement will play a pivotal role in shaping the future of healthcare through the delivery of innovative solutions. This person is a strategic leader with a profound understanding of how data can impact the life sciences industry and who also has a passion for delivering world-class customer experiences. We are seeking a highly accomplished Director who is skilled at engaging and collaborating with C-suite executives to drive mutual success.
Primary Responsibilities:
- Own the Customer Success function within Symphony’s Commercial team: assess, build, oversee, and lead Customer Success to continue to be a best-in-class function, a competitive advantage within the industry.
- Set the vision and strategic plan. Manage a team of Customer Success professionals, to achieve staff goals (satisfaction & development), company goals (revenue and margin targets) and customer goals (outcome-based results).
- Foster a learning culture: hold the team and colleagues accountable in a mutually respectful way to drive continuous improvement. Refine and continuously improve the Customer Success methodology and framework that provides the outline to align, organize and orchestrate Customer Success staff (as well as other synergistic functions) to delight Symphony’s clients.
- Develop, maintain, and utilize superior industry, data and solutions knowledge.
- Ensure team understands and communicates data events, product enhancements, etc. that may have an impact on client deliverables/business.
Leadership Responsibilities:
- Oversee staff, teach and support the team of Customer Success professionals – including the hiring, onboarding, enablement, career development, performance management and reward/incentive structure of all Customer Success staff.
- Organize and align the team around a common framework that properly connects to regional sales/client locations. Staff oversight includes directors, managers, team lead and individual contributor roles.
- Refine and continuously improve Symphony’s Customer Success methodology and framework that provides the necessary outline to align, organize and orchestrate Customer Success staff to delight Symphony’s clients. Including client segmentation, success and client onboarding playbooks, client surveys, etc.
- Drive efforts to develop and maintain Success Playbooks that organize multiple roles within the department to guide clients through the Symphony onboarding process
- Analyze and solve client, product and data problems.
- Partner closely with leadership across the organization to achieve organizational goals.
- Provide ongoing updates and communication to all levels of stakeholder groups.
Client Management Responsibilities:
- Embody and exemplify the spirit, attitude and mindset that defines Symphony’s Customer Success team.
- Develop, maintain, and utilize superior industry and solutions knowledge.
- Support and guide the Customer Success team to develop value-add, long-term relationships between Symphony and its clients.
- Develop and maintain senior-level relationships with select clients as an active part of the Symphony Customer Success team.
- Serve as a primary voice in the management and handling client escalations – for any Symphony solution.
- Ensure consistency between client contractual agreements and Symphony’s deliverables – be a voice of the client AND a voice of Symphony.
Sales-Related Responsibilities:
- Support Symphony’s Sales team to drive expansion for T&C and market measurement solutions within Symphony’s clients.
- Tell the Symphony story within key client meetings in a consultative and strategic manner.
Operational-Related Responsibilities:
- Develop, implement, achieve, and improve upon key Customer Success metrics that measure client success and the effectiveness of the Customer Success function including client health, renewal metrics, and expansion metrics.
- Help ensure the professional services relationship between Symphony and its client.
- Ensure the Customer Success organization stays within salary cap, T&E and other budget goals.
- Partner with Sales, Product Management, Operations, Technology and Consulting to build and maintain a content repository.
- Ensure all content, information and training materials are easily and readily accessible.
Experience Requirements:
- 15+ years overall successful account management/customer success career working in the Life Sciences industry.
- 4+ years’ senior leadership experience, including experience managing teams greater than 20 staff.
- Proven ability to design and implement a Customer Success methodology and framework that are in alignment with customer and company needs.
- Experience packaging defined methodology within a compelling story/pitch.
- Proven ability (track record) to continually achieve customer success goals.
- Relevant data domain experience within the Life Sciences ecosystem is a definite plus - either in vendor, Pharmaceutical Mfg. or with Health informatics companies.
- Bachelor's Degree required; Masters Degree preferred
- Ability to travel up to 40%
Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.
At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.
ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.
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