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eClinical Solutions · 3 weeks ago

Account Management Director

United States

Full-time

Remote

Lead/Staff, Director/Executive

$92K/yr - $138K/yr

3+ years exp

eClinical Solutions helps life sciences organizations accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud. As an Account Management Director, you will ensure customers achieve their desired business outcomes by utilizing the elluminate software platform, focusing on increasing customer satisfaction, loyalty, and retention.

AnalyticsHealth CareInformation TechnologyPharmaceuticalProfessional ServicesSoftware

Responsibilities

Develop trusted advisor relationships with customers and manage the customer lifecycle, from initial contract through renewal

Collaborate with client leadership to translate their strategic direction into a series of actionable and measurable outcomes

Deliver customers a data strategy that leverages elluminate and eCS professional services

Analyze and resolve customer requests, complaints, and feedback with internal teams to improve client experience

Maintain documentation in the eCS Customer Success system. Including a record of customer communication, milestones, and business reviews

Create and share educational resources, trainings, and best practices, to include product demonstrations and explanation of product roadmap

Contribute to revenue generation through renewals, upsells, and expansions

Drive growth and profitability by adding value by encouraging deeper feature adoption

Collaborate cross-functionally within eCS to promote customer success, specifically with Product and Engineering to understand and evaluate customer feature requests

Qualification

Clinical Data ManagementSaaS implementationClinical research experienceICH/GCP guidelinesEnterprise software deliveryCommunicationLeadership abilityProblem solvingTeam playerSelf-motivated

Required

2+ years cross functional program/project experience, with a demonstrated track record of execution bringing product from concept through market release is required

3+ years of experience successfully implementing SaaS and/or enterprise software applications. Clinical research and/or life sciences a plus

Self-motivated to prioritize and manage

Knowledge of pharma and life sciences

Excellent verbal and written communication

Demonstrated leadership ability to work effectively at all organizational levels

Self-driven learner with the ability to build proficiency in new topics quickly. Specifically, the pharmaceutical industry and clinical trials process

Exceptional communication and written skills and the ability to create documentation and multi-task

Knowledge of customer success processes

Enterprise software and service delivery

Must be an avid problem solver with proven ability to make timely decisions while dealing with ambiguity

Must be a team player who thrives on working collaboratively and skilled at influencing

Is achievement oriented, i.e.: measures performance, improves outcomes, sets challenging goals

Preferred

Bachelor's degree in sciences, business, computer science, communications, or related field preferred

Clinical Data Management and/or clinical programming experience preferred

Experience in clinical research or drug development industry is preferred, including knowledge of ICH/GCP guidelines, 21 CFR Part 11, clinical trial methodology, Clinical Data Management, SDLC in regulated environments, and industry standards preferred