Client Success Director

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Clario

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1973

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2019-10

Healthcare • Consulting • Logistics

Clario is a company specializing in accelerating clinical trials from initiation to implementation through advanced technologies and services. Since 2018, Clario has revolutionized endpoint analyses in clinical trials by integrating over 30 artificial intelligence-enabled solutions across more than 600 active trials, enhancing data quality and patient privacy while expediting data collection processes. Clario provides a comprehensive clinical trial management platform, offering solutions such as eCOA, cardiac safety, medical imaging, precision motion, and respiratory services in various therapeutic areas including oncology, cardiology, and neurology. Known for its global reach, Clario supports clinical trials in over 100 countries with a strong focus on decentralized and hybrid trial models. The company's commitment to patient safety and innovation is reflected in their over 26,000 trials and involvement in numerous new drug approvals.

📋 Description

• Build and maintain strong, trusted relationships with key client stakeholders, establishing appropriate governance structures for assigned accounts • Serve as the primary strategic point of contact for designated clients across all Clario business units • Partner with clients to understand business needs and objectives, and collaborate with Sales and Operations to develop and execute account strategies • Act as the voice of the customer internally, ensuring expectations are aligned and managed effectively • Support client education on Clario products and services to enable growth and maximize value • Translate client feedback into proactive actions to improve Net Promoter Score (NPS), retention, and renewals • Support cross-sell and upsell opportunities by leveraging strong client relationships in partnership with Sales • Monitor overall account health, including SLAs, KPIs, and deliverables, and proactively mitigate risks • Ensure timely and effective issue resolution with a focus on minimizing impact to patients and service end users • Partner with clients and internal teams to drive continuous improvement and innovative solutions • Foster long-term partnerships and convert key contacts into promoters of the Clario brand • Measure success through relationship health (NPS and relationship depth), account performance, and commercial outcomes including revenue growth and profitability

🎯 Requirements

• Bachelor’s degree or equivalent experience • Minimum of 5 years’ experience managing complex client accounts with responsibility for commercial and service delivery performance • Minimum of 3 years’ experience in the life sciences industry; experience in clinical data or endpoint collection services preferred • Strong ability to work independently and drive outcomes in a matrixed, global environment • Proven ability to communicate and collaborate at all organizational levels, including executive leadership, Quality, Medical, R&D, and Operations • Strong commercial acumen with a focus on client satisfaction and value realization • Ability to manage change through clear communication and stakeholder alignment • Strong strategic thinking and ability to develop and execute short- and long-term account strategies • Skilled in conflict management with a logical, diplomatic, and solutions-oriented approach • Excellent interpersonal and soft skills, including written and verbal communication, organization, adaptability, emotional intelligence, and relationship management

🏖️ Benefits

• Competitive compensation • Comprehensive health, dental, and vision coverage • Retirement savings plan with company contribution • Paid time off and company holidays