Director, Digital Enablement

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Take ownership of the customer relationship to drive digital platform adoption and realize value, beginning with Asset Genius accounts that require active engagement.

• Convert utilization and capital-planning data into relatable business terms during regular account reviews (QBRs, MBRs), enabling customers to understand and articulate the value they receive from their investment.

• Identify accounts that have access to platform data but are not utilizing it, and proactively address this issue to prevent any discussions around "what am I paying for."

• Act as the primary point of contact regarding account health, escalation, and value communication across the digital platform.

• Collaborate with OneSource's commercial team to uncover expansion opportunities arising from account reviews and data insights.

• Leverage usage-based and condition-based capital-planning insights—such as pinpointing underutilized instruments before a customer commits to additional capital spending—to defend and enhance existing contracts.

• Establish a systematic approach for transforming platform data into renewal and expansion discussions, rather than responding reactively when an account is at risk.

• Develop and oversee a centralized professional services function for platform deployment, onboarding, and ongoing support, replacing the existing model where deployment staff are confined to a single account regardless of its actual workload.

• Allocate shared resources to accounts based on actual need, ensuring that no account lacks support while another remains underutilized.

• Collaborate with account teams to define deployment engagements and manage the utilization of the professional services team across the portfolio.

• Work alongside OneSource's Insights & Analytics team to address account-specific data inquiries and feed recurring themes back into the platform's product roadmap.

• Partner with the digital platform product management team to communicate validated customer needs into the quarterly release cycle.

• Coordinate with commercial leadership to ensure that platform value messaging aligns with contract renewal and expansion timelines.

• Gradually build out the customer success function for the digital platform: initiate with Asset Genius and subsequently extend coverage across the platform's other modules and service areas as they are launched.

• Define metrics for account health, value-realization playbooks, and criteria for escalation within the function.

• Recruit, nurture, and manage the professional services and deployment team as it expands.

⛳️ Requirements

• A bachelor's degree in business, healthcare administration, life sciences, or a related field is required.

• Over 10 years of progressive leadership experience in customer success, account management, or operations within healthcare, biopharma, or laboratory services organizations.

• Proven experience managing both field-based and back-office teams, such as service delivery, logistics, order processing, or business analysts, across a multi-site organization.

• Experience in translating operational or utilization data into business value for enterprise life sciences clients during recurring account reviews.

• Background in building or scaling a customer success function within a rapidly growing or scale-up environment.

• Familiarity with laboratory operations, scientific instrumentation, or inventory and consumables management is advantageous.

• Comfortable working with limited processes in a function that is still being defined and will evolve as the platform's scope expands.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and growth.