Senior Director Professional Services

Company Description

DNAnexus is the leading cloud-based SaaS company providing genomic data and analysis technology to the healthcare and life science industry. DNAnexus' health informatics platform serves customers across —  biopharmaceutical, clinical diagnostics, healthcare, academic research, and government in 48 countries with compliant protection of data, privacy, and intellectual property. Our platform provides a secure and collaborative environment where genomics, multi-omics, and clinical data can be analyzed at scale, providing new insights that can lead to new scientific discoveries, targeted drug development, and better patient care. For more information on DNAnexus, please visit www.dnanexus.com or follow the company @DNAnexus.

Job Description

The DNAnexus Professional Services group is passionate about partnerships and client success. Our partnership culture is as important as the technology we provide our clients. Our mission is to help our clients achieve their research and clinical goals with the DNAnexus solutions and services. Our team includes highly sought after experts including data scientists, bioinformaticians, cloud computing experts, and software engineers. Our headquarters is in Silicon Valley and we have a rapidly growing center in Prague, the Czech Republic, and elsewhere across the globe.

The Professional Services team is responsible for the design and development of scientific and software solutions. Some notable implementations include the Precision FDA (https://precision.fda.gov/) and St Jude Cloud (https://www.stjude.cloud/), and City of Hope Precision Medicine Platform. 

The Senior Director of Professional Services  leads Data Science, Data Analysis, Translational Informatics, and Software Engineering, as well as manages a number of special projects. This can be a remote position. 

The Senior Director of Professional Services ensures we deliver quality implementations across the entire client lifecycle, from ideation and design to acceptance and support. This experienced leader shall work closely with the Program Management team to increase annual recurring bookings and manage services revenue generation, utilization, gross margin, and customer satisfaction targets. 

The Senior Director of Professional Services has overall responsibility for streamlining development methodologies to ensure consistently predictable and high quality deliverables. In addition, they must demonstrate leadership skills, teamwork, mentoring, conflict resolution, negotiating, partnering, decision-making and be accountable for creating an environment fostering the development of multiple functional areas. The ideal candidate has experience creating strategies and plans to meet organizational goals, including financial, scientific, technical, client satisfaction and, critically, employee satisfaction. They are able to stay ahead of the field and be the expert our clients expect us to be.  The ability to work in a dynamic environment and a passion to help our employees grow and our clients succeed are essential.

Qualifications

• Responsible for achievement of KPIs and report regular progress to SVP of Services and Solutions 
• Champion Professional Services best practice development to maximize the creation of repeatable solutions 
• Provide leadership, coaching, and mentoring to optimize team performance
• Able to recruit top performers and achieve employee satisfaction objectives
• Capture and share knowledge across DNAnexus
• Mitigate risks through the development of new strategies and through active risk management 
• Collaborate with other departments, including Product Management, Product Engineering, Program Management, Sales, Customer Success, etc to improve service offerings and overall customer satisfaction 

Skills Required

• 10+ years experience in bioinformatics, data science, software engineering or a related field
• Experience in a dynamic, client-centric setting