Client Success Director
New
J
JobgetherLife sciences
Based in the United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- At least 5 years of experience managing complex client accounts; at least 3 years of experience in the life sciences industry.
- Required Skills
- Stakeholder managementClient relationship management
Requirements
- Bachelor’s degree or equivalent practical experience.
- At least 5 years of experience managing complex client accounts, with responsibility for commercial performance and service delivery.
- At least 3 years of experience in the life sciences industry.
- Experience with clinical data or endpoint collection services is preferred.
- Ability to work independently, take ownership of outcomes, and navigate a complex, global, matrixed organization.
- Strong stakeholder management skills across organizational levels, including executive leadership, Quality, Medical, R&D, and Operations.
- Commercial acumen focused on client satisfaction, value realization, retention, and account growth.
- Experience developing and implementing strategic account plans for immediate priorities and long-term business objectives.
- Ability to manage change through clear communication, stakeholder alignment, and coordination across teams.
- Strong conflict resolution and problem-solving skills.
- Interpersonal and relationship management abilities, including written and verbal communication, organization, adaptability, and emotional intelligence.
- Ability to balance client needs, operational requirements, and commercial objectives while maintaining a high standard of service.
Responsibilities
- Lead strategic relationships with key client stakeholders and serve as the primary strategic contact across business units.
- Develop and execute short- and long-term account plans with Sales and Operations.
- Communicate client expectations, feedback, and priorities to internal teams.
- Translate client feedback into initiatives to improve satisfaction, renewals, and retention.
- Partner with Sales to identify and support cross-selling and upselling opportunities.
- Track account health, SLAs, KPIs, and deliverables, and coordinate mitigation plans for risks.
- Facilitate timely resolution of client concerns and escalations.
- Identify operational enhancements with clients and internal teams to improve service delivery.
- Evaluate client satisfaction, NPS, relationship depth, retention, revenue growth, and account profitability.
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