Associate Director, Customer Success

Job Description

• Based in Rahway, NJ, join a global healthcare biopharma company and be part of a 130-year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.    

• Be part of an organization driven by digital technology and data-backed approaches that supports a diversified portfolio of prescription medicines, vaccines, and animal health products.

• Drive innovation and execution excellence. Be the leaders who have a passion for using data, analytics, and insights to drive decision-making, which will allow us to tackle some of the world's greatest health threats.

Are you ready to step into a leading IT role where you could help make a real difference in people's lives? Become our new Intake and Demand Manager as part of the Decommission, Retire and Archive Center of Excellence (DRACOE) and guide your team to deliver data-driven insights that better enable us all on our mission to bring hope to those battling the most challenging diseases of our time. If you are ready, make a difference and apply today!

DRACOE is the process and data governance organization for applications that are exiting the production landscape. We provide a global governance and archiving service to the company and are responsible for electronic data across all divisions and geographies.

As the DRACOE Intake and Demand Manager your primary responsibility with be managing the demand and customer engagement for applications that are exiting the production landscape across our company. It will require the operation and management of a triage process to determine the appropriate method of addressing candidate applications, and evaluating the requirements, priority and cost of each application. Additionally, you will be responsible for demand and resource planning for retirement squads to ensure that appropriate capacity is available and ensuring that the finances for the department are tracked. 

To be successful in this role you will need to be able to establish and maintain strong relationships with a variety of stakeholders, including in our company’s various divisions, technology groups and with resource vendor partners.

The ideal candidate will be able to succeed in a dynamic, rapidly changing, highly matrixed business environment, and be able to mentor junior resources to develop within the team.

Responsibilities

Ways of Working

• Champion the DRACOE products and services, driving excitement and support with all stakeholders.

• Leverage user feedback and product metrics to enable data-driven decisions.

• Strong written and verbal communications skills with the ability to represent DRACOE in conversations with business stakeholders.

• Ability to direct global teams.

• Critical thinker who can effectively embrace new ideas and technologies while balancing the needs of stakeholders and users.

Operate in Accordance with the Agile methodology and principals

• Author and manage the product vision, mission, strategy, roadmap.

• Author, prioritize and manage the backlog.

• Use Jira to manage and communicate issues, risks and interdependencies.

• Manage project escalations, issues, risks and dependencies.

• Continuously discover and prioritize the best opportunities to deliver business value and meet the needs of stakeholders.

DRACOE Processes and Services/Data Vault

• Develop a deep understanding of DRACOE's processes and services.

• Develop an awareness of the various technologies supporting DRACOE's processes and services.

• Develop/demonstrate deep understanding of the data governance principals underpinning DRACOE's operation.

Qualifications:

Required

• At least 3 years of large data platform experience.

• At least 3 years of application implementation experience.

• At least 3 years of agile delivery experience utilizing Scrum, Kanban, or SAFe methodologies.

• At least 2 years of experience with Jira or Confluence.

• Ability to implement new processes and services.

• Experience building and sustaining strong vendor relationships.

• At least 2 years of Product Management experience.

• Strong written and verbal communications skills.

• Excellent organizational skills manage dependencies across multiple teams and product initiatives.

• Understanding of Data Governance concepts and principals.

Preferred

• Experience implementing or operating Softwar