We are looking for a strong leader to join our client and head up their customer services team. This is a great role for a proven leader from clinical trials or liofe science technology. 

The Senior Director, Customer Services role will be responsible for both leading and building a team of direct reports to manage the deployment and ongoing support for our client's market leading adverse event, drug safety and product compliance software. They are the market leading solution for capture of Adverse Event data direct from Patients, Health Care Professionals, Pharma Call Centre Teams, Affiliates and Post approval programs.

The position will require the further development of departmental structure, processes, dashboards, customer metric reports, internal KPIs and operating procedures. The role will be 'hands on' managing relationships with key / high value customers.

The role will be fully accountable for developing and then delivering strategies to further improve the following key performance indicators:

• Customer Success: (Benefit Realisation, Solution Adoption and Satisfaction)

• Team Success: (Job Satisfaction, Performance, Development)

• Company Success: (Services Profitability, Cost Minimisation, Budget Adherence.)

Key Areas of Responsibility:

Team Leadership

• Identify. recruit and retain qualified contract and employee resources for the Customer Services team
• Draft, approve, maintain, review and update Standard Operating Procedures and Work Instructions for the team and ensure team are trained in and compliant with operating processes
• Manage the performance and career development of the team, ensuring clear and measurable performance and development objectives are set and tracked
• Ensure team performance by frequently assessing direct reports level of overall job satisfaction and taking action when required

Before Customer Contract:

• Provide the Commercial team with accurate information on the application and associated Service offerings, ensuring Customers understand the product functionality and how it will be deployed and supported.
• Facilitate agreement between the Customer, internal teams and delivery partners on:
• The customers business objective and definition of success
• The scope and design of the solution and the services being contracted, including Service Level Agreements (SLAs)
• Pricing and delivery timelines
• Agreed joint metrics, allowing the ongoing measurement of success and benefit realisation

From Contract to Go Live:

• When required by Clients, act as a customer advocate to ensure the timely and effective design, build and test of any agreed custom solution or custom features
• Collection and documentation of the desired Customer configurations for the agreed solution
• Ensure coordination with partner activities
• Ensure delivery and deployment of the agreed solution to agreed timelines to the agreed budget.

After Go-Live:

• Ensure resolution of customers' support requests with SLA
• Coordinate and ensure delivery of system upgrades & data migrations

Throughout the customer lifecycle:

• Collect & report agreed customer success metrics
• Schedule and lead periodic account reviews (both internal and with customers) to understand solution adoption and assess success metrics
• Identify and ensure resolution of customer concerns and/or identified process opportunities
• Facilitate customer input to Product R&D activities
• Identify and drive realisation of customer partnership opportunities
• Capture end-user feedback on the product and service enabling meaningful enhancements
• Manage third party delivery Partners
• Communicate product information to customers (roadmap, maintenance, etc.) with deadlines for input

Process Improvement

• Identify and drive review of other processes and propose improvements, identify opportunities for new service or product offerings

Subject Matter Expertise

• Develop a though understanding of the business area and client problems and opportunities in depth, through case studies, publications etc.
• Become an effective client advocate by taking part in Industry forums and special interest groups

Mandatory

Degree educated with extensive relevant experience in the Life sciences ind