Account Management Director

Eclinical Solutions; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

eClinical Solutions is seeking an Account Management Director to enhance customer satisfaction and retention using the elluminate software platform. The role involves building advisor relationships, delivering strategic data solutions, and ensuring seamless client experiences. Join a fast-growing, people-first organization committed to innovation and quality in healthcare.

Qualifications

• 3+ years of experience with SaaS and/or enterprise software applications.
• Knowledge of pharma and life sciences industries.
• Clinical Data Management and/or programming experience preferred.

Responsibilities

• Develop trusted advisor relationships with customers.
• Deliver data strategies leveraging the elluminate platform.
• Manage customer lifecycle from contract through renewal.

Skills

Communication

Leadership

Problem Solving

Customer Success Processes

Multi-tasking

Education

Bachelor's degree in sciences, business, computer science, communications, or related field

Job description

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions.

You will make an impact:

As an Account Management Director, you will ensure eClinical Solutions' customers achieve their desired business outcomes by utilizing the elluminate software platform. We seek technically savvy individuals with a drive to build relationships and demonstrate value through results. The goal of the Account Management Director is to increase customer satisfaction, loyalty, and retention to meet and exceed expectations.

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare.

Your day-to-day:

• Develop trusted advisor relationships with customers and manage the customer lifecycle, from initial contract through renewal.
• Collaborate with client leadership to translate their strategic direction into actionable and measurable outcomes.
• Deliver data strategies leveraging elluminate and eCS professional services.
• Analyze and resolve customer requests, complaints, and feedback with internal teams to improve client experience.
• Maintain documentation in the eCS Customer Success system, including records of communication, milestones, and business reviews.
• Create and share educational resources, training, and best practices, including product demonstrations and roadmaps.
• Contribute to revenue through renewals, upsells, and expansions.
• Drive growth and profitability by encouraging deeper feature adoption.
• Collaborate cross-functionally within eCS to promote customer success, especially with Product and Engineering teams to evaluate feature requests.

Take the first step towards your dream career. Here is what we are looking for:

Qualifications:

• Bachelor’s degree in sciences, business, computer science, communications, or related field (preferred).
• Clinical Data Management and/or clinical programming experience (preferred).
• Experience in clinical research or drug development industry, including knowledge of ICH/GCP guidelines, 21 CFR Part 11, clinical trial methodology, Clinical Data Management, SDLC in regulated environments, and industry standards (preferred).
• 3+ years of experience successfully implementing SaaS and/or enterprise software applications. Clinical research and/or life sciences experience is a plus.
• 2+ years of cross-functional program/project experience, with a proven track record of bringing products from concept to market release.
• Self-motivated with strong prioritization and management skills.
• Knowledge of pharma and life sciences industries.
• Excellent verbal and written communication skills.
• Demonstrated leadership and ability to work effectively at all organizational levels.
• Quick learner with the ability to build proficiency in new topics, especially pharmaceutical industry and clinical trials processes.
• Exceptional documentation, multi-tasking, and communication skills.
• Knowledge of customer success processes and enterprise software delivery.
• A problem solver capable of making timely decisions amidst ambiguity.
• A collaborative team player skilled in influencing others.
• Achievement-oriented, focused on performance, outcomes, and setting challenging goals.

We have shared our story, now we look forward to learning yours! eClinical is a winner of the 2023 Top Workplaces USA national award and has received numerous Culture Excellence Awards, celebrating our vision, values, and employee experience. Learn more at: https://topworkplaces.com/company/eclinical-solutions/

eClinical Solutions is a people-first organization that values diversity and inclusion. We celebrate individual experiences that inspire innovation, and we encourage you to bring your authentic self. We are proud to be an equal opportunity employer, making employment decisions based on qualifications, merit, culture fit, and business needs.

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