Reporting to the Chief Operating Officer, there is consensus that the timing is now right to appoint a Program Director to ensure the robust and commercially successful customer implementation of CluePoints enterprise software.

This role will be part of CluePoints continued growth by combining a strong customer focus with commercial understanding. One of the key indicators for success of this role is the adoption and satisfaction of customers with CluePoints solutions, which will lead to satisfied customers who continue to use, and expand the use of the CluePoints platform.

Key Responsibilities

• Being a subject matter expert on the value and capability of the CluePoints solution and the benefits for the customer to using the platform
• Being able to articulate those benefits at every level, from the individual trial manager up to the head of R&D in global pharmaceutical companies
• Identifying stakeholders and understanding what will mutually benefit their needs and CluePoints
• Working across multiple customers to ensure the successful and impactful adoption of CluePoints software solutions
• Being structured, rigorous, data driven and most importantly proactive in managing large complex, multi stakeholder customers, understanding how to push and leverage the customer’s change management efforts
• Providing oversight and leadership to project managers to ensure the successful deployment, adoption and longterm success of the CluePoints customer base
• Collaborating with the larger CluePoints team during implementation and ramp-up activities to ensure alignment with Customer Success, Project Management and Business Development as needed
• Utilizing knowledge of how software solutions are implemented within the confines of Pharmaceutical regulations to play a key role in identifying solutions and navigating the challenges of implementation (e.g., disparate systems, variety of external data sources, validation protocols) cross functionally
• Strategically creating the overall plan to successfully implement assisting project managers with understanding the vision to incorporate correct project plans
• Being the voice of the customer back into the CluePoints organization. As someone who will be close to the customer and experiencing the most valuable elements of the product, opportunities for improvement and frustrations where they exist
• Gain respect as an internal expert in enterprise software implementation helping to grow the expertise within the project management discipline and across professional services

Experience

• Previous experience in the deployment of SaaS solutions in a complex, multi-stakeholder environment
• Commercially focused leader who can map their actions onto current or future customer retention and growth for the company
• Client-facing with excellent stakeholder management skills at all levels, from senior decision-makers to individual trial managers
• Strong understanding of clinical trials, ideally clinical trials’ technology (eCOA, IRT and similar solutions)
• Experience of balancing a portfolio of client accounts and being able to manage their time accordingly
• Experience of building strong and scaleable processes to enable teams to be more efficient and deliver a better customer experience
• Happy to work in a high-growth environment
• Highly analytical, able to create and use management information which will allow the business to understand customer adoption
• Collaborative team player who will be able to engage internally with key stakeholders including project managers, customer success and the technology team
• Experience in mentoring and guiding project managers

Location

This is an important leadership role. Whilst the position provides some remote working, individuals will need to be located in the UK, US (East Coast), Belgium, or Poland. Ideally, the person will be able to engage with team members face to face at regular intervals.