Client Engagement Director

Client Engagement Director

GDH's client is designing the next generation of software for clinical research sites and those managing site networks. We bring together experienced researchers, master clinicians, technology experts, and designers to develop critically needed solutions to many of the challenges facing modern clinical trial management. Our mission is to change the way that research is conducted. We do so by dramatically improving the ease, efficiency, and profitability of trial execution.

This position is essential in managing the growing team of client engagement managers that implement and ensure maximum value is delivered to clients, creating raving fans and developing key long-term relationships. This individual will support the development of client engagement managers and be responsible for continuous process improvement.

The Director of Client Engagement will report to the VP of Client Engagement and work closely with the team across product, learning, and digitization to ensure client expectations on quality and timelines are achieved.

Key responsibilities include:

• 
  
• Owning the success of our clinical research partners as they utilize SaaS
  
• platform to optimize operational workflows.
  
• Developing and managing the client engagement team including hiring, training, leading
  
• and monitoring to ensure optimization of key outcomes.
  
• Engaging with executive stakeholders at leading research sites to ensure solutions
  
• exceed expectations and that the client engagement team is executing effectively.
  
• Owning of the implementation and client success processes for research sites.
  
• Partnering with the product and engineering teams to serve as a passionate
  
• advocate for client needs.
  
• Engaging the training team to optimize tools to support onboarding and client success.
  
• This role requires access to protected health information; maintaining the security and
  
• confidentiality of all protected health information is paramount.
  
• Participate in and encourage a collegial, helpful, results-driven work environment.
  
• Other duties as assigned.
  

Essential experience for the role includes:

• 
  
• At least five years of experience in clinical research, research operations, or finance
  
• related to research.
  
• At least five years of experience managing and developing a high performing client
  
• engagement/success team or equivalent experience.
  
• Must have a proven track record of motivating an operationally oriented team to high
  
• quality and performance goals.
  
• Must be comfortable working in a fast-paced high-growth environment.
  
• Must have exceptional written and verbal communication skills.
  
• Bachelor's degree required. MBA a plus.
  
• Experience working in a SaaS organization and/or hands-on familiarity with healthcare
  
• technology.
  
• Experience in clinical research and/or life sciences.
  
• Familiarity with CTMS market a plus.
  
• "Can Do" attitude with entrepreneurial spirit.
  
• Raleigh office location preferred, remote location possible with significant travel to
  
• corporate office required.
  

Interested candidates please send resume in Word format to Please reference job code 72593 when responding to this ad.

GDH Consulting, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.