Client Success Director

Clario is a 50+ year old company that delivers industry leading clinical trial endpoint technology solutions. The future of clinical trials is vibrant, with new technologies revolutionizing what’s possible. From new trial modes to faster and integrated evidence and findings, our innovative clinical trial solutions mean we can unlock better evidence.

Lead designated client accounts, associated deliverables, and the overall client relationship across all Clario Business Units. As a Client Success Director, you will play a pivotal role in ensuring the satisfaction, retention, and growth of assigned clients by building relationships, understanding their needs, and guiding them towards achieving their business objectives with our products and services.

Analyze data and metrics to measure client success and identify areas for improvement that translate into maximization of CSAT, revenue materialization and growth in profitability.

What we offer:

• Competitive compensation
• Flexible work schedules
• Attractive PTO plan
• Engaging employee programs
• Remote working

What you'll be doing:

• Client Relationship Management
  • Building and maintaining strong relationships with key stakeholders and building the appropriate governance structure on each assigned account.
• Account Strategy Development
  • Collaborate with clients to understand their needs and partner with Sales and operations to plan and deliver on defined objectives.
• Customer Advocacy
  • Be the voice of the customer and consider all viewpoints to set and manage expectations internally and externally.
• Client Development
  •  Partner with key stakeholders to support the education of clients on products and services as required to support business growth.
• CSAT, Retention and Renewal   
  •  Listen to your clients and translate their feedback into proactive actions designed to improve NPS.
• Cross-Selling and Upselling         
  •  Leverage your relationships to support sales in growing business with designated accounts.
• Account Health
  •  Oversee and monitor client's portfolio ensuring all deliverables are meeting expectations, and partner with the responsible stakeholders to mitigate risks.
• Issue Resolution             
  • Ensure that all issues are promptly addressed with emphasis on swift resolution, thereby reducing impact to patients and service end users.
• Continuous Improvement
  • Partner with your clients to create and establish collaborations between aligned resource groups, supporting creative solutioning, familiarity and consistency in all aspects of business partnerships.
• Convert and/or maintain all contacts as "promoters" of the Clario brand.

What we look for:

• Education:
  • Bachelor’s degree or equivalent
• Experience:
  • Minimum of 5 years’ experience managing complex client accounts with holistic focus on commercial and overall service delivery performance.
  • Minimum of 3 years’ experience working in the life sciences industry. Experience in clinical data endpoint collection services is optimal.

Professional Skills:

• Ability to work independently, manage through adversity, and proactively drive commercial and operational outcomes for your assigned accounts in a matrixed environment.
• Ability to communicate & collaborate confidently at various levels including but not limited to C+ suite, Quality, Medical, R&D and operational teams.
• Manage change through high level communications and customer alignment.
• Ability to prioritize and adapt to changes in prioritization.
• Adaptable to various personality types to foster positive collaboration and outcomes.
• Proven account management skills with strong commercial acumen & focus on Client Satisfaction.
• Ability to learn and apply thought leadership to develop and execute short- and long-term strategies.
• Be assertive, logical and diplomatic in the management of conflict, disagreement and solution development.

Excellent soft skills including:

• Communication (written and spoken)
• Organization
• Adaptability
• Emotional intelligence
• Strategic thinking

This job description should not be deemed all inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and SOPs.

EEO Statement

Clario is an equal opportunity employer.  Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.