VP of Customer Experience

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

📋 Description

• Manage the comprehensive journey for complex key account customers, encompassing large pharmaceutical companies, agriculture, and global healthcare providers.

• Collaborate with Marketing, Sales, and Product Management to guarantee that the customer experience (CX) strategy aligns with portfolio goals, facilitates successful product launches, and enhances patient-care pathways.

• Ensure that all customer interactions, including medical information and field-service engagements, adhere to global healthcare regulations, current Good Manufacturing Practices (cGMP), and anti-kickback legislation.

• Transform the contact center strategy into strategic care-coordination hubs, utilizing AI and agent-based workflows to deliver swift, secure, and personalized support to healthcare providers (HCPs), life sciences clients, and R&D professionals across all sectors served.

• Gather and convert technical feedback from scientists and lab directors into product roadmaps, ensuring that innovation cycles are influenced by actual lab performance and requirements.

⛳️ Requirements

• Over 15 years of progressive experience in the Life Sciences, Biotech, or Diagnostics fields, including a minimum of 10 years in senior leadership roles overseeing commercial or service operations.

• In-depth knowledge of FDA regulations (Oncology, Rare Disease, etc.) and global health ministry requirements for products in the commercial stage.

• Demonstrated expertise in Customer Journey Mapping specifically for healthcare providers, professionals in the life sciences industry, and multi-stakeholder enterprise accounts.

• Familiarity with life sciences technology stacks, including SFDC CRM, and advanced AI-driven analytics.

• A Bachelor's degree in a Science or Life Science discipline is required; an MBA or an advanced degree (Ph.D./MS) in science or business is highly desirable.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.