Director, Customer Success

We are looking for a Strategic Customer Success Manager to join our Global Q team ensuring the commercial success of our Optiqs360 Digital platform.  In this amazing opportunity, you will work on the delivery of innovative workflow solutions to strategic customer accounts.  We have a great foundation in place with existing customers and are looking for a talented individual who can hit the ground running and deliver customer success through transformative intelligence and workflow solutions across the Optiqs360 Digital platform.

 About You – experience, education, skills, and accomplishments  

• At least 10 years of relevant experience in the Life Science industry (pharmaceutical, biopharma or medtech).
• Must have a strong understanding and experience with Agile Software Development philosophy within the context of a highly regulated environment that adheres to strict Computer Software Assurance / Validation (CSA/CSV) and 21 CFR Part 11 requirements.

It would be great if you also had

• Good understanding of SaaS system architecture.
• Experience with object-oriented database systems and data modeling.
• Familiarity with Microsoft Azure DevOps.

What will you be doing in this role? 

• Engaging customers to determine their ideal workflow solutions that help their employees achieve transformative productivity improvements within their business; ultimately resulting in expansion of the platform across business functions (e.g., R&D, clinical, quality, regulatory, etc.)
• Translating those ideas into user requirements and stories that effectively and efficiently communicate the Optiqs360 Digital configuration needs to the Optiqs360 Product Team.
• Planning and project management to ensure the customer expectations for delivery and quality are satisfied working directly with the product and technology team.
• Coordinating the delivery of project releases within the context of the customer’s Software Development Lifecycle process requirements
• Continuously improving the customer relationship and rapport through effective communication, meeting commitments and human connection.

About the Team   

This Customer Success team currently has 2 other colleagues reporting to the Vice-President, Customer Success.  Customer Success colleagues also work cross functionally with team members from the product and technology teams to deliver results.

Hours of Work  

This is a full-time opportunity with primarily standard job hours along with off hour work as necessary when urgent customer priorities arise.

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled