Client Services Principal (Remote)

About the role

As a senior member of the global Professional Services organization, the Client Services Principal (CSP) is responsible for overall services delivery and relationship management for a portfolio of client accounts within a geographical region or Professional Services vertical. The CSP has responsibility for success beyond his/her direct team and Professional Services vertical, and is accountable for maintaining and growing account relationships, resourcing, and the achievement of financial targets. This is a dual-role requiring people leadership which may also include leadership of other people leaders.

Responsibilities

• Coaching team members to enable them to autonomously lead projects and manage issues at the lowest level, including effective escalation management
• Management of Professional Services resources who are responsible for one or more large, complex projects
• Leverage team to drive operational efficiency through continuous improvements and process optimization
• Managing and resolving client escalations, with a focus on lessons-learned and addressing the root cause of escalations to mitigate recurrence
• Risk mitigation, including the ability to foresee and mitigate against project and account level issues
• Identify new business opportunities within assigned accounts, and collaborate with sales to increase win-rate
• Represent Professional Services for account governance, and manage the overall professional services relationship
• Effectively collaborate with internal and external resources to achieve project objectives
• Oversight of large, complex initiatives that are managed by direct reports
• Lead project delivery to ensure that all deliverables are tracked and that documentation is current
• As chief advocate for the client, demonstrate interdepartmental influence across internal teams (e.g.: Product, Engineering) to ensure client business objectives are achieved and issues resolved
• Provide proactive communication to all stakeholders
• Assure compliance with Medidata's standard project management methodologies, and quality management system
• Support development of sales orders and change orders
• Coach and train new and junior team members

Qualifications

• Demonstrate a track record of working independently in an advisory capacity
• Ability to anticipate and mitigate complex issue and risks thus minimizing escalations
• Ability to mentor other team members and serve as a team leader
• Ability to identify and suggest improvements which increase the value proposition for Medidata and the client
• Possess a solid understanding of clinical research (pharma/device/biotech) and of clinical research SaaS technology
• Strong verbal/written communication and organizational skills
• Exhibit time management skills along with strong collaboration and teamwork
• Experience in leading matrixed teams and meeting project timelines
• Self-motivated and able to assume responsibility in a professional manner
• Strong computer skills
• Experience with the MS Office suite and/or other current software technologies
• Experience with creating and delivering presentations

Benefits

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides benefits, including medical, dental, life and disability insurance, 401(k) matching, family leave, flexible paid time off; and 10 paid holidays per year.