In this important individual contributor role, you will be a key part of the Customers Success and Growth team at ValGenesis. The Director of Digital Transformation will collaborate with Strategic Account Partners to create Account & Opportunity Plans to ensure adoption, protect retention, and drive upsell and cross-sell opportunities with our strategic customers. You will leverage your deep industry domain and subject matter expertise to champion customer-centricity, lead customer advocacy initiatives, foster collaboration across teams, and contribute to creating exceptional experiences for our customers. At the direction of the VP, Customer Success & Growth, you will work cross-functionally with multiple departments including Sales, Customer Success, Marketing, Product Management, Quality, Engineering and Customer Technical Support to establish robust feedback channels, drive actionable insights and inform how we improve our overall customer retention, growth and experience. This position will not carry a Quota, but portions of the Director’s time may be billable to the customer, requiring completion of tracking time for billable hours. We are open to hiring in EMEA or USA.

What You’ll Do

Partner closely with Strategic Account Partners to create Account & Opportunity Plans to ensure adoption, protect retention, and drive upsell and cross-sell opportunities at strategic customers
Contribute to devising and leveraging “sell-with” strategies and initiatives in coordination with Strategic Account Partners
Collaborate with Customer Success to ensure appropriate ValGenesis resources are engaged at each stage of the customer lifecycle so that our solutions deliver the business value expected
In coordination with Customer Success, monitor and manage customer health, identifying churn risk, devising course-correction plans, and other tactics to ensure customer retention.
Build relationships with Strategic customers, key Partners and industry thought leaders
Utilize a consultative planning & problem-solving approach to deeply understand our Strategic customers’ business issues and key business metrics
Become embedded at our Strategic customers, viewed as a thought-leader who can facilitate business improvements and drive change
Leverage customer insights to position ValGenesis solutions as enablers to solving customer issues and meeting their business objectives
Engage to identify and remove barriers to adoption, define a rollout plan and resources needed to expand ValGenesis’ footprint through land and expand (upsell) initiatives and cross-sell initiatives
Be a key contributor to the discovery process to ensure that digital business transformation services match client needs
Contribute to developing repeatable, engagement-style Offerings that can be leverage at customers in both billable and non-billable scenarios
Keep apprised of ValGenesis’ growing portfolio of solutions to support cross-selling initiatives at our Strategic customers
Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific business needs.
Be a change agent for Strategic customers by sharing product release and roadmap information, helping them understand new features and enhancements and assessing how new and improved solutions can deliver more value to our customers
Lead the Customer Technical Support team as needed to drive resolution of high-impact product issues in the customer environment and enable internal teams to deliver solutions as needed to maintain customer confidence in our products’ capabilities.
Develop and share best practices with team members to continually improve the quality of service offered.
Support industry events, conferences and speaking engagements, positioning yourself and ValGenesis as a thought leader in validation software.
Understand our Partner ecosystem and make recommendations for Partner engagement at Strategic customers

Requirements

What We’re Looking For

A Master’s degree on Biological Engineering, Chemical Engineering, Chemistry, or similar degree (a PhD is a plus)
10+ years of experience on the pharmaceutical and or biopharmaceutical industry
Extensive experience in the areas of process validation, cleaning validation, computer system validation, equipment qualification or quality risk management
Deep understanding of customer needs and behaviors
Proven ability to work effectively cross-functionally, building relationships,
Excellent communication skills, with the ability to simply complex concept and deliver inspirational storytelling
Ability to analyze data and trends to inform strategic decisions and improve customer outcomes.
Expert relationship builders with proven ability to interact at all levels of our Customers’ organization including the senior executive level.
Experience working in a global environment, with an understanding of the challenges and opportunities of supporting a diverse, international customer base
Experience contributing to the development and execution of Strategic Account & Opportunity Plans that align with company goals and drive measurable results.
You have the ability to travel as required by customer needs and business demands.

Benefits

We’re on a Mission

In 2005, we disrupted the life sciences industry by introducing the world’s first digital validation lifecycle management system. ValGenesis VLMS® revolutionized compliance-based corporate validation activities and has remained the industry standard.

Today, we continue to push the boundaries of innovation ― enhancing and expanding our portfolio beyond validation with an end-to-end digital transformation platform. We combine our purpose-built systems with world-class consulting services to help every facet of GxP meet evolving regulations and quality expectations.

The Team You’ll Join

Our customers’ success is our success. We keep the customer experience centered in our decisions, from product to marketing to sales to services to support. Life sciences companies exist to improve humanity’s quality of life, and we honor that mission.
We work together. We communicate openly, support each other without reservation, and never hesitate to wear multiple hats to get the job done.
We think big. Innovation is the heart of ValGenesis. That spirit drives product development as well as personal growth. We never stop aiming upward.
We’re in it to win it. We’re on a path to becoming the number one intelligent validation platform in the market, and we won’t settle for anything less than being a market leader.

How We Work

ValGenesis is an equal opportunity employer that makes employment decisions on the basis of merit. Our goal is to have the best-qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics protected by local law.

ValGenesis

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Director, Digital Transformation