RTSM Client Services Principal

Client Services New York, New York


Position at Medidata Solutions

Medidata: Conquering Diseases Together


Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com.



Your Mission:

As a senior member of the global Professional Services organization, the RTSM Client Services Principal (CSP) is responsible for overall services delivery and relationship management for a portfolio of client accounts using Medidata RTSM (Randomization and Trial Supply Management) products and services. The CSP has responsibility for the management and success of his/her direct team, and is also accountable for maintaining and growing account relationships, resourcing, achievement of financial targets, and developing and delivering an overall Professional Services strategy for RTSM.

  • Proven track-record of people leadership in all of the following areas:
  • Coaching team members to enable them to autonomously lead projects and manage issues at the lowest level, including effective escalation management

  • Management of Professional Services resources who are responsible for one or more large, complex projects

  • Leadership and development of direct reports including activities such as hiring, performance management, coaching, mentoring, disciplinary actions, etc.

  • Collaborate with other people leaders to drive efficient use of human resources within and across teams to achieve financial targets

  • Manage work assignments and utilization for direct reports, leveling work across resources as needed

  • Identify individual strengths and assign tasks to make most efficient use of human resources, while in parallel identifying growth and development areas

  • Lead and develop junior supervisors (as needed based on team size over time)

  • Management of all financial aspects for contracts within the portfolio, with a focus on both accuracy and achievement of financial targets

  • Leverage team to drive operational efficiency through continuous improvements and process optimization

  • Managing and resolving client escalations, with a focus on lessons-learned and addressing the root cause of escalations to mitigate recurrence

  • Risk mitigation, including the ability to foresee and mitigate against project and account level issues

  • Identify new business opportunities within assigned accounts, and collaborate with Sales to increase win-rate

  • Represent Professional Services for account governance, and manage the overall professional services relationship
  • Effectively collaborate with internal and external resources to achieve project objectives
  • Oversight of large, complex initiatives that are managed by direct reports
  • Lead project delivery to ensure that all deliverables are tracked and that documentation is current
  • As chief advocate for the client, demonstrate interdepartmental influence across internal teams (e.g.: Product, Engineering) to ensure client business objectives are achieved and issues resolved
  • Proactively identify new Professional Services opportunities and, in collaboration with Product and Sales, develop strategies to implement and optimize these strategies over time
  • Provide proactive communication to all stakeholders
  • Assure compliance with Medidata’s standard project management methodologies, and quality management system
  • Support development of sales orders and change orders
  • Coach and train new and junior team members
  • May include management of global resources, including contractors





Your Competencies:

  • Demonstrate a track record of working independently in an advisory capacity
  • Ability to anticipate and mitigate complex issue and risks thus minimizing escalations
  • Ability to mentor other team members and serve as a team leader
  • Ability to identify and suggest improvements which increase the value proposition for Medidata and the client
  • Knowledge of Medidata RTSM and/or similar products
  • Possess a solid understanding of clinical research (pharma/device/biotech) and of clinical research SaaS technology and strong knowledge of RTSM processes and challenges specifically
  • Strong strategic thinking skillset
  • Demonstrate strong verbal/written communication and organizational skills
  • Exhibit time management skills along with strong collaboration and teamwork
  • Experience in leading matrixed teams and meeting project timelines
  • Self-motivated and able to assume responsibility in a professional manner
  • Demonstrate strong computer skills
  • Experience with the MS Office suite and/or other current software technologies
  • Experience with creating and delivering presentations





Your Education and Experience:

  • 4-year college degree or equivalent (analytic discipline a plus) preferred
  • Minimum of 10 years experience in clinical/biomedical, software development environment, and/or related fields; minimum 5 years working in the RTSM space preferred
  • 6 or more years previous people leadership experience
  • Travel expectations up to 20%, domestic and international





Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.

Medidata’s solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.


Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. 

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