Client Success Director

At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives.

We value the contribution each of our people brings. It's only through our people that we can continue to innovate technology that will shape the future of clinical trials.

We are investing resources to create an environment our people are proud to be a part of. We want people who know their efforts are valued. This in turn leads to fantastic customer service and allows us to transform patients' lives.

JOB SUMMARY:

Responsible for developing and executing a strategic plan that enables Clario to provide superior service in the delivery of its product lines. Aligned with PLEs across service lines.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Define strategies to assure customer satisfaction and on-time delivery of quality services that meet or exceed industry requirements.

• Lead managers and their staff towards the accomplishment of departmental and corporate goals and objectives.

• Serve as senior level advocate for all customer issues and provide ongoing management to ensure timely resolution.

• Lead staff to identify and maximize opportunities to secure repeated business, removes or mitigate risks, obstacles and issues in existing projects to enhance the opportunity to achieve repeated business.

• Complete and monitor the departmental budget for Relationship Managers.

• Direct the hiring, orientation, and training plan for Relationship Management team members as applicable.

• Define and analyze staff metrics to gauge the productivity and efficiency of the team, and develop strategies to maximize performance.

• Provide management reports which include but are not limited to:

• Strategic programs

• Departmental Metrics

• Customer Satisfaction feedback/NPS Scores

• Customer Health

OTHER DUTIES AND RESPONSIBILITIES:

• Develop, review and revise Standard Operating Procedures, Job Descriptions, and Departmental Training Plans, as needed.
• Ensure compliance with timely training completion/documentation.
• Attend customer meetings with Business Development and/or Operational teams to present Clario services and Operational workflow, as applicable.
• Participate in industry professional organizations, seminars, and other key venues to promote Clario.
• Perform other duties, assignments, and/or special projects as time or circumstances necessitate.

QUALIFICATIONS AND SKILLS NEEDED:

Education:

• Bachelor Degree required, Master's degree preferred.

Experience:

• 8-10 years of experience in pharmaceutical field (or related industry experience), with an emphasis on project management.

• 8-10 years of Management/Supervisory experience essential.

• Demonstrated leadership skills.

• Working knowledge of Microsoft Office products.

• Knowledge of the pharmaceutical drug development process.

• Excellent organizational, interpersonal, time management, and prioritization skills.

• Valid passport and ability to travel across offices as needed (estimated 30%).

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. Clario reserves the right to amend or change this job description to meet the needs of Clario. This job description and any attachments do not constitute or represent a contract.

The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.