Customer Experience Lead

Sales & Marketing Boston, Massachusetts New York, New York Remote, United States San Francisco, California Iselin, New Jersey

Position at Medidata Solutions


Acorn AI is one of the largest AI companies exclusively dedicated to life sciences. It’s built on Medidata’s platform that includes the industry’s largest structured, standardized and growing clinical trial data repository consisting of 17,000+ trials and 4.5M patients. Our team is composed of over 40 PhD/Masters statisticians, data scientists, analytical product leads, former FDA biostatisticians and computational genomicists. 

Your Mission: 

The Commercial Data Solutions team is seeking a Customer Experience Lead. The ideal candidate possesses a strong background in Pre-Sales and Account Management in biopharma software, data management, or analytics software with extensive experience. You should be confident articulating your ideas in written, verbal, and visual forms.

You will work with potential customers (pre-sales, RFP, contracting), new customers (pre-launch, launch), and existing customers (steady-state). Your core responsibilities will include providing technical expertise and guidance for pre-sales, monitoring and communicating solution performance, coordination of new initiatives with customers, and aligning contracts and service agreements to the commercial solution

  • Conduct effective discovery of customer needs and requirements

  • Coordinate presentation and demonstration activities with sales and sales management

  • Support the completion of application and/or technical RFI/RFP responses

  • Propose solutions for customers and prospects and participate in proposal development

  • Foster relationships with customers to elevate engagement from client/vendor to partner/partner

  • Probe for client initiatives that align with Acorn CDS offerings and pursue opportunities through to contracting

  • Enable open communication with customers to understand their evolving needs, to actively hear their feedback, and to work with customers to continuously improve the value they get from the engagement

  • Evaluate customer satisfaction on a regular basis. Identify areas for improvement and chart path to increase solution satisfaction and value realization

  • Develop unique, use-case driven presentations and demonstrations supported by effective industry and customer specific research

  • Manage effective transition of new accounts to Professional Services team, and partner with COE and other functional groups to identify industry trends and continually refine best practices

  • Provide competitive and product capability feedback to Marketing and Product Management

Your Competencies: 

  • Strong knowledge of SaaS, cloud application technologies

  • Deep understanding and keen interest of healthcare and life science industry concepts with focus on commercial business units

  • Demonstrated experience in life sciences’ data management and analytics with strong data manipulation skills (ie. SQL, SAS) and proficiency with commercial and RWE data sets

  • Must have strong proposal writing experience on technical sections, including being able to lead a team on content

  • Ability to articulate on technical solutions in a concise, clear and convincing way to non-technical and technical audiences

  • Exposure to formal sales methodologies ie:  SPIN, Proactive, Challenger, TAS, MEDDIC, etc.

  • Excellent organizational and time management skills

  • Self-motivating, able to assume responsibility and work autonomously in a professional manner

Your Education & Experience:

  • Minimum of 6 years of previous Life Sciences consulting and/or industry experience

  • Bachelor’s Degree in the Life Sciences, Business or Computer Science, with advanced Master's Degree or PhD preferred


Note: The requirements should reflect your minimum requirements for the role in general

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 Solutions have powered over 20,000+ 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.