Vice President - Customer Success

Sitero is an emerging leader in Clinical services and software solutions for the life sciences industry. We have experience and expertise in a diverse range of therapeutic areas and focus on innovative, technology-enabled solutions that allow our clients to focus on their core strengths. For early phase studies through Phase III clinical trials, our experienced team delivers high-touch services and technology to ensure the safety of all stakeholders across the clinical research community with an emphasis on ethics, compliance, and innovation.

Job Title: Vice President – Customer Success

Location: USA - Remote

Function: Customer Success

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Sitero is seeking a highly motivated and strategic Vice President of Customer Success to play a pivotal role in scaling Customer Operations for Sitero's global customer base. The VP is responsible for developing, shaping, and leading Sitero’s Customer Success department and strategy. This position will primarily be operating as a player-coach as you drive the ‘customer experience’ process from RFP through account renewal and management. We at Sitero believe in providing our customers with a White Glove level of customer service, therefore you will play a pivotal role in the blueprint of this department. The role is a bridge that connects Sitero’s Clinical and eClinical service and technology offerings across our existing customer base. Working cross-funcitonally both internally and externally, this role is responsible for managing all our customer relationships to ensure customer satisfaction and account growth objectives are achieved. Through this process you will ultimately drive net-new business for Sitero by driving existing customer relationships forward.

RESPONSIBILITIES

• Team Management : Mentoring & developing the Customer Success team (comprised of global Customer Success Managers) to ensure effective execution of strategy & objectives as well as building and structuring the global CSM team to scale operations.
• Customer Onboarding : Oversee the onboarding process for new and existing customers, ensuring a smooth and efficient implementation of Sitero working closely with the implementation and delivery teams to maximize Sitero's impact and delivering undisputable operational impact.
• Customer Retention & Expansion : Drive efforts for customer retention and expansion by identifying opportunities for upselling and cross-selling. Collaborate with the sales team to identify growth possibilities within existing accounts and formulate strategies to enhance customer lifetime value.
• Pre-sales : Work closely with account executive in pre-sales to accelerate the signature of new deals and expand Sitero's partnerships across the existing customers.
• Cross-functional Collaboration: Collaborate closely with other departments, such as sales, marketing, product management, delivery and support, to ensure a seamless customer experience. Share customer insights, feedback, and success stories to contribute to product development, marketing initiatives, and overall company strategy.
• P&L Optimization: Strategically organize and forecast customer deployments, services delivery and expansions, actively seeking ways to optimize profitability and grow revenue.

EDUCATION AND EXPERIENCE REQUIRED:

• Minimum of 15 years working for a Contract Research Organization (CRO), Life Sciences technology company or Pharmaceutical / Biotech organization
• Previous experience building, leading and successfully executing Customer Success teams and strategy required
• 4 -year degree from an accredited college or university required
• Strong interpersonal, communication, and presentation skills
• Self-starting, take initiative personality
• Highly organized
• Team Player attitude
• Previous experience managing a team of direct reports required

COMPENSATION & BENEFITS:

Sitero proudly offers an impressive compensation package and benefits, including a competitive salary, Variable pay, paid time off, and healthcare and retirement benefits.

EMPLOYMENT TYPE:

Full Time, Permanent

COMMITMENTS:

• Standard Hours 40 hours per week, one hour lunch, Monday – Friday. Additional hours as needed.
• Willing to work in shifts as and when needed.

DISCLAIMER:

Sitero is an equal opportunity employer and welcomes all job applicants. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.