VP, RWD Client Engagement

About The Role

The VP, Client Engagement is the owner of the RWD client experience. This leader is a senior point of contact for client relationships across the full lifecycle — from onboarding through recurring delivery and renewal. They will lead a client-facing organization focused on delivering high quality data deliverables and support to life sciences customers. This is a builder and operator role. The right candidate brings deep RWD domain expertise, a track record of leading high-performing client teams, and the creative thinking to help clients unlock value from complex datasets. They will set the standard for how RWD engages its clients.

Responsibilities

• Client Relationships & Executive Partnership
  • Serve as the senior executive owner of RWD client relationships, maintaining deep engagement with key accounts across the full lifecycle.
  • Represent RWD credibly at the executive level with pharma and biotech clients — from commercial and HEOR leads to data science teams and C-suite stakeholders.
  • Anticipate and address client concerns proactively; bring a solutions orientation to complex data and delivery challenges.
  • Partner with internal leaders across delivery, product, and technology to ensure client commitments are met and client feedback shapes operations.
• Client Support & Satisfaction
  • Build and lead a client support function responsible for proactive lifecycle check-ins, CSAT/NPS tracking, and steady-state account management.
  • Establish client satisfaction measurement practices; create feedback loops that connect client outcomes to internal delivery and product decisions.
  • Define account tiering and coverage models.
  • Drive accurate specifications upfront to ensure value realization for clients.
• Client-Facing Data Delivery
  • Oversee the client-facing data delivery team, orienting their work toward client outcomes — earlier validation, cleaner handoffs, and fewer spec-to-delivery gaps.
• Team Development & Mentorship
  • Mentor and develop client-facing team members, building RWD domain expertise throughout the function.
  • Coach team members on executive presence, relationship management, and scientific communication.
  • Build a culture of accountability to client outcomes — where team members own results, not just activities.

Requirements

• Experience
  • 10–15+ years in client-facing roles in real world data, life sciences data, or healthcare analytics — consulting, client success, engagement management, or strategic account leadership.
  • Proven track record owning complex, multi-deliverable client relationships with pharmaceutical or biotech clients.
  • Experience building or significantly scaling a client-facing function — hiring, org design, process and standards establishment.
  • Demonstrated ability to lead and mentor client-facing teams with heavy analytical or scientific content.
• Domain Knowledge
  • Deep fluency in real world data: claims data, EHR/EMR, NLP-extracted clinical data, study design concepts.
  • Ability to engage credibly with client data scientists, HEOR leads, and medical affairs teams on methodology questions.
  • Familiarity with data subscription and recurring data delivery models preferred.
  • Understanding of data quality concepts and QC practices in an RWD context.
• Leadership & Ways of Working
  • Solutions-oriented and calm under pressure with senior pharma stakeholders — finds paths forward when data limitations, delivery constraints, or client expectations create tension.
  • Creative problem-solver with an ability to apply RWD expertise to novel client questions.
  • Data-driven: uses metrics to diagnose problems and track progress.
  • Builder mindset: comfortable with ambiguity and creating structure.
  • Direct communicator: gives clients and internal partners honest, actionable assessments.
  • Strong cross-functional influencer — able to shape delivery, product, and technology decisions in service of client outcomes.

Reporting & Location

Reports to the General Manager, Real World Data. Location: Remote-friendly; travel expected for key client relationships and team engagement (10-20%).

Benefits

• Medical and Prescription Drug Benefits
• Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)
• Dental & Vision Benefits
• Basic Life and AD&D Benefits
• 401k Retirement Plan with Company Match
• Company Paid Short & Long-Term Disability
• Paid Parental Leave
• Paid Time Off & Company Holidays