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Director, Client Operations

at Certara USA, LLC in Wilmington, Delaware, United States

Job Description

Job Overview:
The Director, Client Operations (D-CO) serves as a leader within the Regulatory and Access division of Certara. The D-CO will provide financial and operational support for strategic accounts by working cross-functionally with Finance, Reg Services, and Commercial colleagues. The D-CO will play an important role in the project lifecycle with activities included but not limited to project activation, scope management, financial review, resourcing, and timelines. Additionally, the D-CO will provide support and input into the technology solutions and business processes implemented to support this work within the business.
Responsibilities:
1. Strategic Planning
* Identify future directions in the Regulatory Services environment and works with the Executive Leadership Team to establish business goals aligned with both divisional and corporate strategy
* Understand industry dynamics and can internally communicate and facilitate changes and create long-term solutions supporting evolution and growth
* Provide advice and counsel to senior management on appropriate project/processes to streamline project coordination and decision-making
* Clearly define and gain alignment with senior leadership on problem statements, business requirements, and detailed project plans for key initiatives
* Create and support metric driven actions, allowing review for trends and proactive changes
* Demonstrate excellent fundamental project management and process improvement skills: planning, organizing, attention to detail, managing competing priorities, analytical and systems thinking
* Develop and maintain the RACI for this position and the team
2. Client Operations Team Oversight
* Provide leadership and advocacy for the Client Operations team as the function develops
* Provide ongoing financial and operational review of a portfolio of projects for key clients, which includes increasing line of sight into project scope, project budget, and project timelines as booked by Commercial colleagues
* Act as an integral part of project activation and start-up activities for newly awarded and delayed projects; facilitate the acceleration of those projects using the methods identified by Executive Leadership
* Partner with Finance and Reg Services on the review and phasing of the backlog on a monthly/quarterly basis
* Support Commercial, Financial Operations and Reg Services to diagnose and resolve invoicing issues where necessary
* Partner with the Resource Management Office (RMO) to optimize resourcing decisions for key customers
* Facilitate improved scope management by supporting Commercial and Reg Services in the initial scoping process as well as any identified change orders
* Invest in the understanding of our technology stack, provide technical expertise and vision to the current and future state of the technologies and processes to support the Certara business
* Potentially manage up to 6 direct reports
* Take an active role in developing new approaches and processes for client oversight that will improve client satisfaction and efficiency of delivery
* Act as a mentor to team members and support training initiatives
* Maintain a current understanding of applicable laws, regulations, and industry best practices and actively educate colleagues
3. Client Experience
* Proactively develop and implement creative solutions that will improve the client's experience of doing business with Certara
* Cultivate relationships within the client's organization where appropriate
* Actively collaborate with Commercial and Reg Services to ensure the client's needs are met while balancing those with Certara's goals
* Understand the customer's products, goals, and struggles and utilize that knowledge to better service the client, anticipating the needs, aligning with Certara products, goals, and objectives
Education, Experience, Training, and Knowledge:
* Bachelor's Degree required; business discipline preferred
* 8+ years of prior experience in a client relationship management field, such as account management
* 5+ years of relevant experience in the therapeutic products industry (vendor or sponsor)
* 2+ years of prior experience authoring and/or negotiating contracts
* Ability to work in an international and cross-functional environment
* Ability to lead a global project team and effectively manage a staff across multiple projects
* Demonstrated leadership skills growing and developing a team
Skills & Abilities:
* Proficient in Microsoft Office Suite (e.g., Word, PowerPoint, and... For full info follow application link.

Certara is an Equal Opportunity Employer. Certara does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.        

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Job Posting: 972587

Posted On: May 16, 2022

Updated On: May 29, 2022