Director, Customer Success
Wilmington, MA, United States
Company overview: TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.At TraceLink, we are redefining how Life Sciences and Healthcare companies manage their supply chains, collaborate with their suppliers and customers, meet traceability compliance requirements, and respond to critical events such as drug shortages and recalls. Through our digital network of over 290,000 life science and healthcare businesses, we are uniquely positioned to tackle supply chain challenges that were previously impossible to address. Using TraceLink’s Opus Platform, a supply chain orchestration platform, our customers have end-to-end visibility and control over their supply chains and enrich their processes and systems through APIs providing real-time access to information.The RoleTo support our rapid growth, TraceLink seeks a Customer Success Director to lead the development and implementation of TraceLink’s customer journey for health systems and retail pharmacies. This is a highly strategic role that must be capable of quickly establishing credibility with senior executives in Pharmacy, Pharmacy Operations, and Supply Chain functions. This position will work directly with customers to identify and quantify TraceLink’s value related to securing their supply chains from illicit and counterfeit medicines, decreasing the response time to a drug shortage, decreasing the cost of responding to drug recalls, and improving other processes through real-time access to digital information not previously available. Responsibilities Develop the Healthcare Customer Journey that defines a customer’s relationship from initial implementation to value realization, growth, adoption, and expansion.
Establish executive-level relationships with strategic customers and become a trusted advisor to them.
Work with TraceLink’s Commercial and Product Leadership teams to create programs that quantify the value TraceLink’s solutions provide.
Partner with Marketing to recruit and develop customer case studies and testimonials related to TraceLink’s value to the customer.
Develop and deploy an executive business review program across TraceLink’s portfolio of healthcare customers.
Continuously monitor customer satisfaction, retention, and renewals and develop programs to mitigate risks and concerns.
Qualifications 5 – 8 years experience in a customer-facing role that routinely interacts with senior executives in Pharmacy, Pharmacy Operations, or Supply Chain functions in healthcare
Experience working in a healthcare-related SaaS company, healthcare strategic consulting, or pharmacy operations.
Strong relationship builder that can immediately establish credibility with senior executives in healthcare.
Structured and analytical approach to identifying, diagnosing, and resolving challenges and opportunities.
Excellent communication skills, including written and verbal, and the ability to communicate with an executive audience.
Bachelor’s Degree in Computer Science, PharmD, or other relevant fields of study required.
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