What are the responsibilities and job description for the Associate Director, Customer Success (Ophthalmology) - OptymEdge position at The Emmes Company, LLC?
Job Title: Associate Director, Customer Success (Ophthalmology)
Location: Remote in US
OptymEdge, (part of the Emmes Group), develops proven solutions for training and certification of Visual Function Examiners and Visual Acuity Rooms. OptymEdge partners with study teams to provide visual function certification that ensures a high level of quality and consistency for ophthalmic clinical trial data.
OptymEdge is the largest and longest-standing certification organization in the industry. We pioneered visual acuity certification from conception. Our services have grown to be synonymous with providing the highest level of quality and standardization of clinical trial data.
Over 2,500 sites certified worldwide, since 1995
Phase I through post-marketing experience across anterior segment and retina trials
Clinical Ophthalmology, Optometry, and clinical trial expertise
Primary Purpose
The Associate Director, Customer Success leads a client-facing commercial team accountable for new business acquisition, bookings performance, opportunity conversion, customer retention and account expansion across OptymEdge's Acuvera Certify, Capture and Imaging services. The role combines people leadership with ownership of selected strategic accounts and high-value opportunities, ensuring proactive engagement, disciplined sales execution and sustainable commercial growth.
Primary focus for this role- Sustainable commercial growth
- Bookings performance and opportunity conversion
- Customer retention and account expansion
- Strategic customer relationships
- Customer success team performance and development
- Seamless customer transition into delivery
Responsibilities
Strategic Account Management & Customer Relationships
- Own and develop a portfolio of strategic customer accounts, maintaining senior-level relationships and accountability for retention, revenue growth and account expansion.
- Establish account plans and conduct regular business reviews to understand customer priorities, upcoming clinical programmes and opportunities for additional services.
- Lead selected high-value opportunities and strengthen long-term partnerships through proactive engagement, responsive communication and effective issue resolution.
Customer Success Leadership & Team Management
- Provide direct line management, coaching, performance assessment and professional development for Customer Success Managers and assigned support staff.
- Set clear individual and team objectives, review progress regularly and establish accountability for commercial and customer success outcomes.
- Lead account and pipeline reviews, guide prioritisation and develop consistent practices in account planning, customer engagement and opportunity management.
Commercial Growth & Sales Leadership
- Own team-level bookings performance, new customer acquisition, qualified pipeline development, opportunity conversion and growth within existing accounts.
- Lead and coach the team across the sales cycle, including prospect engagement, qualification, proposal strategy, pricing discussions, negotiations and contract execution.
- Take an active leadership role in strategic customer meetings and complex commercial negotiations, making decisions within agreed pricing and approval limits.
Opportunity Management & Commercial Execution
- Develop pursuit strategies for priority opportunities, bringing together relevant expertise to strengthen solutions, proposals and win probability.
- Coordinate proposal and budget inputs, commercial reviews and contract progression in accordance with established processes and approval requirements.
- Review opportunity movement, win/loss reasons and conversion performance, taking action to address risks and improve sales effectiveness.
Retention, Performance & Forecasting
- Promote proactive customer relationship management, monitor account health and identify retention or delivery-related risks early.
- Maintain accurate opportunity and account information, provide reliable forecast inputs and communicate changes in deal timing, value and probability.
- Review performance against bookings and customer success objectives and present priorities, risks and corrective actions to commercial leadership.
Cross-Functional Collaboration & Improvement
- Collaborate with relevant operational, scientific, technology, finance and legal stakeholders to align commercial commitments with customer requirements and execution readiness.
- Support effective customer communications and coordinated follow-through on commitments across the customer lifecycle.
- Champion Salesforce discipline, continuous improvement, commercial judgement and a collaborative, growth-oriented team culture.
Additional duties, as assigned.
Qualifications
- Bachelor's degree in Life Sciences, Business or a related discipline; advanced degree preferred.
Work Experience
- Typically 8-10 years in customer success, strategic account management, business development or commercial roles, preferably within pharma, biotech, CROs or clinical trial services.
- Demonstrated experience managing and developing customer-facing commercial teams with accountability for bookings, sales performance and strategic accounts.
- Proven success in new business acquisition, customer retention, account expansion and complex commercial negotiations.
- Strong understanding of clinical research services, customer procurement and commercial decision-making.
- Experience with Salesforce, pipeline management, forecasting and senior stakeholder engagement.
- Ophthalmology, imaging, endpoint services or certification experience advantageous.
Why work at Emmes?
At Emmes, your actions and hard work will have a direct impact on public health initiatives, both globally and in our local communities with opportunities for volunteerism through our Emmes Cares community engagement program. We offer a competitive benefits package focused on the health and needs of our growing workforce, including:
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The Emmes Company, LLC is an equal opportunity employer and does not discriminate in its selection and employment practices. All qualified applicants will receive consideration for employment without regard to disability or protected veteran status.
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The Emmes Company, LLC is an equal opportunity affirmative action employer and does not discriminate in its selection and employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, protected veteran status, genetic information, age, or other legally protected characteristics.