Associate Director of Client Success – Launch Accelerator

About the role

We're committed to bringing passion and customer focus to the business. Trinity Life Sciences is hiring a Client Success Associate Director within the Digital and AI Solutions group. This role is a unique opportunity to help clients bring therapies to market faster by using cutting-edge technology.

Responsibilities

• Act as the Launch Accelerator product expert serving as a valuable resource to help both existing and prospective clients maximize the value of the application.
• Understand and develop best practice ways of working within Launch Accelerator taking into account real world experience.
• Lead structured onboarding for new clients, ensuring teams understand Launch Accelerator’s core functionality, workflows, reports & dashboards, and collaboration features.
• Train cross-functional stakeholders and support adaptation for various launch models.
• Coach users on best ways to use LA to their advantage, keeping in mind client value areas.
• Act as day-to-day point of contact for client questions and tech support.
• Proactively support client support through regular meetings to gain feedback, share updates and strengthen alignment and communication.
• Capture client feedback and collaborate with product teams to advocate for clients and help strengthen our value pipeline of new capabilities.
• Support testing of new features.
• Own Support Materials and Onboarding Toolkits.
• Ensure training and support materials are continuously updated to help clients maximize the value of Launch Accelerator.
• Translate feedback into product enhancement suggestions/requirements and collaborate with Product Management for prioritization and inclusion in the roadmap.

Qualifications

• 5+ years pharma/biotech experience with exposure to launching new products or PMO experience in life sciences.
• 3+ client-facing experience supporting SaaS product adoption, growth and usage.
• Strong project management and communication skills with client facing representation.
• SaaS, digital transformation experience.
• Preferred direct experience participating and/or leading one or more launches in life sciences.
• Exposure and familiarity with project management principals and tools that are used to drive large scale, multi-year projects.
• Proclivity for selling and inspiring interest in technology.