Director, Customer Success (Customer Care / Customer Support team)
Medidata: Conquering Diseases Together
Medidata is leading the digital transformation of life sciences with the world's most-used platform for clinical development, commercial and real-world data. Powered by artificial intelligence and delivered by #1 ranked industry experts, the Intelligent Platform for Life Sciences helps pharmaceutical, biotech, medical device companies and academic researchers accelerate value, minimize risk and optimize outcomes. Medidata serves more than 1,000 customers and partners worldwide and empowers more than 100,000 certified users every day to create hope for millions of patients. Discover the future of life sciences: www.mdsol.com
We know that diverse teams win and are fully committed to selecting leaders and employees that represent the markets in which we operate. We are still led by our Co-founders, Tarek Sherif and Glen de Vries, and have global operations in US, Europe and Asia with over 2000 employees.
The Director of Customer Success will be responsible for building a “world class” service organization; managing the overall process, tools, and data that drive the customer care organization for a B2B software as a service business model. This will involve evaluating and assessing current state contact center operations and creating tactical and strategic roadmaps ensuring continuous improvement that results in improved process, technology and higher customer engagement scores. Specific responsibilities include monitoring trends in ticket volume and matching it against supply of resolving agents. Ownership of the Customer Care technology platform, raw and reduced data that comprise process metrics and are the basis for building reports which can be consumed both within and outside Customer Care. The Director will provide and maintain this data in order to help run the organization and provide insight to key internal and external relationships. The role will supervise teams and an outsourced partner responsible for global helpdesk delivery, as well as internal operational activities such as account management and contract close-out. Finally, the role will be responsible for the governance, operating procedures and common processes used to run the Customer Care organization and maintain a state of compliance.
Evaluate and assess current state contact center operations and create tactical and strategic roadmaps ensuring continuous improvement resulting in improved process and technology and higher customer engagement scores
Evaluate and monitor current customer retention making continuous improvements to prevent Customer loss
Partner with the VP of Customer Care to execute on the overall vision and strategic plan for the Customer Care (CC) organization
Assess, recommend and implement innovative tools and technology to provide customers with highly effective modern support channels (e.g. customer portal, support ticketing system, chat, telecom systems, etc.)
Own data across the customer care platform. Improve the gathering, collection and quality of this data (including production issues related to software, deployment and hosting)
Manage outsourced global contact center partner and provide high-quality customer support within defined and measurable service level agreements (SLAs), including global 24/7 support and full responsibility for global Tier-1 helpdesk
Review, measure and improve the processes related to the intake and resolution of problems that are sent to the Customer Care organization
Coordinate with the Engineering team to properly plan for the impact of product releases, customer communication, documentation, CC training requirements
Review customer surveys, and in particular establish process for investigating negative feedback, which can be used in turn to improve process
Provide regular reports to R&D Management regarding operations of the helpdesk and overall customer satisfaction of the team
Assume full responsibility for contract handover, initiation, and close-out, including user administration
Implement processes to enable seamless integration with technical support and account management functions at the ticket and organizational level
Drive continuous improvement of processes and services as needed based on product line expansion and internal consolidation of product functionality
Deliver leadership that motivates a well executing CC team by aligning their efforts to the vision and mission of the organization
Develop, track, monitor and analyze key customer care metrics to manage the organization effectively such as a utilization model for hiring capacity
Recruit, develop and mentor team members while building a culture of excellence and effortless customer experiences
Advanced skills in managing data and generating reports
Advanced skills in process definition, measurement and improvement
Experience working in an Agile environment preferred
Experience working in a regulated and enterprise, environment preferred
Strong understanding of modern customer care and success approaches
Experience as a director of a successful customer support team in an enterprise software environment and in a B2B SaaS business model
Ability to manage global distributed teams comprising multiple layers of management
Experience supporting a mission-critical business application or platform
Experience in healthcare or life sciences industries preferred
Strong written and verbal communications for both internal and external audiences
Technical Communication: Ability to create and present reports for distribution to a wider audience of individual contributors, line management and executive management
Expert Knowledge of data and tools used to manage customer service organizations
Comfortable working with data and deriving metrics and visualizations from that data.
Ability to collaborate across multiple geographies, organizations
Ability to interact with and manage vendor relationships
Your Education & Experience:
Four-year college degree in a technical discipline, engineering or applied mathematics preferred
Requires a minimum of 10+ years’ experience in a software development or IT or service organization
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.