SVP, Client Delivery & Professional Services

POSITION TITLE: SVP, Client Delivery & Professional Services
LOCATION:
TriNetX is a remote-friendly company but is currently only registered for employment in certain states. To be eligible for employment, you must reside in one of the following states: AZ, CA, CO, CT, FL, GA, IL, KY, MA, MD, MN, MT, NC, NH, NY, OH, OR, PA, RI, SC, TX, VA, VT, WA, WI
This position reports to our global HQ in Cambridge, MA and our preference is for candidates local to our Cambridge, MA office. Travel is expected domestically and internationally when needed.

Who we are:
TriNetX was founded on the idea that incorporating real-world data results in better clinical trial design, improves the site selection and patient recruitment process and generates real-world evidence (RWE) to advance the collective understanding of human health. TriNetX collaborates with the majority of industry leaders, including 13 of the top 15 pharmaceutical companies, and is powered by an impressive network of 170 healthcare organizations across 30 countries.
As a result of its reach and rapidly expanding network, TriNetX has become the market leader in protocol design, feasibility, and site selection. Researchers have leveraged the TriNetX network to analyze over 39,000 protocols, presented over 10,000 clinical trial opportunities to its healthcare members, and reduced site identification time in clinical trials by 50%.
Currently, TriNetX healthcare organization members contribute access to a patient population of 400 million, representing over 40 billion clinical observations. TriNetX has a worldwide presence, with our global headquarters located in Cambridge, Massachusetts and EU offices in Ghent, Belgium; Freiburg, Germany; and Basel, Switzerland – as well as offices in London, Madrid, Melbourne, Sao Paulo, Singapore, Tokyo, and Healdsburg, California. As a result, TriNetX is one of the fastest-growing, privately held companies in the life sciences industry.

What challenges we work on:
TriNetX is the global health research network that optimizes clinical research and enables discoveries through the creation of real-world evidence. TriNetX combines real-time access to longitudinal clinical data with state-of-the-art analytics to answer complex research questions at the speed of thought. Each member of our community shares in the consolidated value of our global, federated health research network that connects clinical researchers to the patient populations which they are attempting to study.

Who we are looking for:
The SVP of Client Delivery & Professional Services is responsible for leading the strategy, execution, and scaling of client-facing delivery functions across the Company. This includes initial software implementation and ongoing software usage optimization; initial data-set delivery and data refreshes, and; bespoke research and analytics projects. The Company currently robustly serves Pharma and Pharma services vertical markets and will expand into Healthcare Delivery, Payer and Government Markets. This leader ensures high-quality, repeatable outcomes for clients by applying consistent methodologies designed to ensure accountability and meet or exceed client expectations. In addition, this leader will drive utilization of resources with goals related to both sustainable growth and profitability. This leader also plays a crucial role in closing the feedback loop between clients and internal product and solutions teams, helping to drive innovation and operational excellence while improving client satisfaction.

This position will require moderate to substantial travel, both within and outside the U.S.

What you will be doing:
• Lead and scale the client delivery function, ensuring smooth implementation and support for our SaaS, DaaS, and consulting services.
• Manage and develop delivery teams in collaboration with our Scientific Thought Leadership function, including research analysts, Data Scientists, and client consultants
• Build and refine operating models for services delivery, prioritizing standardization, client satisfaction, and measurable results
• Collaborate cross-functionally with Solution Management, Technology, and Commercial teams to ensure alignment between design, sales commitments, and delivery execution
• Serves as a gatekeeper to safeguard delivery operations through scope management of bespoke engagements, ensuring scalability and operational efficiency
• Identify and close talent gaps, particularly in mid-career research analyst roles
• Partner with Sales, Product, and Solutions to improve handoffs, implementation consistency, and customer value realization
• Design and implement a systematized process for collecting, analyzing, and distributing client feedback to internal stakeholders
• Define and track KPIs for delivery quality, time-to-value, team utilization, and cli