Client Success Director

📋 Description

• Develop and sustain robust, trusted relationships with key stakeholders at client organizations, establishing suitable governance frameworks for assigned accounts.

• Act as the primary strategic liaison for assigned clients across all Clario business units.

• Collaborate with clients to comprehend their business needs and objectives, working alongside Sales and Operations to formulate and implement account strategies.

• Represent the customer internally, ensuring that expectations are effectively aligned and managed.

• Facilitate client education regarding Clario products and services to drive growth and maximize value.

• Convert client feedback into proactive measures to enhance Net Promoter Score (NPS), retention, and renewals.

• Assist in cross-selling and upselling opportunities by leveraging strong client relationships in collaboration with Sales.

• Oversee the overall health of accounts, including SLAs, KPIs, and deliverables, while proactively addressing risks.

• Ensure prompt and effective resolution of issues, focusing on minimizing impact to patients and service end users.

• Collaborate with clients and internal teams to promote continuous improvement and innovative solutions.

• Cultivate long-term partnerships and transform key contacts into advocates for the Clario brand.

• Assess success by monitoring relationship health (NPS and relationship depth), account performance, and commercial results, including revenue growth and profitability.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• At least 5 years of experience managing complex client accounts with accountability for commercial and service delivery performance.

• A minimum of 3 years of experience in the life sciences sector; experience in clinical data or endpoint collection services is preferred.

• Strong capability to work independently and drive results within a matrixed, global environment.

• Demonstrated ability to communicate and collaborate across all organizational levels, including executive leadership, Quality, Medical, R&D, and Operations.

• Strong commercial insight focused on client satisfaction and value realization.

• Ability to manage change through clear communication and stakeholder alignment.

• Strong strategic thinking skills with the ability to develop and implement both short- and long-term account strategies.

• Proficient in conflict management with a logical, diplomatic, and solution-oriented mindset.

• Excellent interpersonal and soft skills, encompassing written and verbal communication, organization, adaptability, emotional intelligence, and relationship management.

🏝️ Benefits

• Competitive compensation.

• Comprehensive health, dental, and vision benefits.

• Retirement savings plan with company contributions.

• Paid time off and company holidays.