Director, Customer Implementations and Trial Success

Fairfax, VA, United States

Vibrent Health is an innovative B2B2C SaaS-based mobile health technology company offering enterprise solutions. Our products enable research and clinical trial professionals throughout the U.S. in designing and managing large research projects and clinical trials for significant numbers of participants contributing through web and mobile applications.

We are seeking a Director, Customer Implementations and Trial Success to join our Team. This role will initially be an individual contributor, functioning as a Sr. Project Manager playing a crucial role in ensuring the successful deployment and adoption of our SaaS solutions and the future success of our customer’s research. You will be responsible for overall end-to-end project management and successful project delivery, working closely with our customers, internal teams, and third-party vendors to deliver high-quality projects on time and within budget. You will be responsible for ensuring that the project implementation is conducted in a way that establishes a foundation for a successful ongoing relationship with Vibrent’s customers and provides the customers with the knowledge they need to fully utilize our SaaS solution for their best possible outcome.

To be successful in this role, you will need to demonstrate superior product knowledge to effectively collaborate with internal and external stakeholders. Familiarity with clinical trial processes, IRB processes and clinical research is strongly preferred. Successful candidates will be able to use critical thinking to optimize our current processes, templates, and workflows or to develop new methods and tools to improve the implementation experiences for our customers. Therefore, this opening requires an experienced customer-focused Project Management/ SaaS Implementations professional who can both successfully manage customer relationships and successfully deliver projects. The expectation is that you will perform the role with an eye to continuous improvement and the development of a built out Implementations function which you can lead. This position will include managing direct reports within 12 months.

Vibrent Health is a remote-first organization, and this is a remote position. You will be equipped to work remotely on a team that is fully remote. Candidates in the Fairfax, VA area may utilize office space there and attend meetings face to face. Nationwide candidates must be prepared to attend daily meetings based on EST.

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Project Planning and Management: Accountable for planning, execution, and closure of implementation projects, adhering to project scope, timeline, and budget constraints.

Develop detailed project plans, timelines, and resource allocations to ensure smooth execution of implementation activities and alignment with the client’s goals and regulatory requirements.

Identify and mitigate risks, proactively addressing any issues that may impact project delivery.

Monitor progress of milestones and deliverables, identifying dependencies and risks.

Use critical thinking to make sound judgements regarding risks, delays, or customer issues and proactively offer solutions to senior management to ensure customer satisfaction.

Manage all project phase documentation in Atlassian Confluence and Jira: developing and maintaining an overall Initiative Roadmap using Jira Advanced Roadmap, ongoing tracking of project activities and deliverables, management of Jira boards and creation or assigning of tickets for various teams.

Client Engagement: Serve as the primary point of contact for clients throughout the implementation process, fostering strong relationships and ensuring clear communication.

Partner with members of the client team to fully understand the client’s research project and ensure the Vibrent team and project is set up for success.

Conduct kickoff meetings, discovery sessions, requirements gathering and regular status updates including weekly Risks and Issues calls.

Resolve issues promptly to minimize impacts on Vibrent’s clients’ research and/or trial success.

Proactively identify and solve customer problems.

Ensure availability of customer demonstration and training environments.

Provide ongoing support and guidance to customers, addressing inquiries and resolving issues in a timely manner.

Clinical Research Expertise: Ensure compliance with local and international regulatory guidelines (such as ICH GCP, FDA, EMA regulations,), overseeing document submissions where needed.

Implement specific quality assurance processes to ensure data integrity and compliance with study protocols.

Keep up to date with industry concepts, terminology and processes including longitudinal research studies, clinical trials and registries.

Cross-Functional Collaboration: Collaborate with internal teams, including software development, product management, research services, and customer success, to coordinate resources and deliverables.

Coordinate with functional teams to develop Epics and Stories in Jira projects.

Partner with technical teams on creating deployment and release schedules.

Work closely with third-party vendors or partners to integrate external systems and ensure interoperability with our solutions.

Quality: Conduct thorough testing and quality assurance activities to validate the functionality and performance of implemented solutions.

Solicit feedback from clients and stakeholders to continuously improve our implementation processes and product offerings.

Strategic Functional Leadership: Evaluate effectiveness of current processes and tools used for implantations and contribute to updating and continuously improving them.

Instill a culture of exceptional customer focus and responsive service into the implementation function.

Build out this team further and lead direct reports within 12- 24 months.

Required Qualifications: 5 – 10 years of customer facing Project Manager experience in a SaaS, CTMS, EDC, Patient Recruitment or other Clinical Trials services environment focused on delivering implementations.

3 – 4 years of Clinical Research experience to include Study Design and Protocols and coordination with vendors of CTMS or other Clinical Trial software solutions.

Strong experience in a Trials Success or Customer Success role with a Clinical Trials software solution company may be accepted for all or part of the required experience.

Strong knowledge of FDA and International Conference of Harmonization and Good Clinical Practices (ICH/GCP) Guidelines.

Demonstrated excellence in verbal and presentation communication skills to all levels of the organization and specifically during customer and stakeholder status calls.

Organized with attention to detail specifically to all the moving parts of the project.

Excellent analytical, logical thinking, and problem-solving skills and provide alternatives and solutions to risks, issues, and roadblocks to senior stakeholders.

Thorough understanding of information technology procedures and practices, functional teams, development environments, as well as its dependencies and challenges.

Strong knowledge of the issues resolved by our product offering from your experience in the Clinical Trials space.

Experience with developing and improving implementation processes.

Competency in leading other project managers in the implementation function.

Preferred Qualifications: Experience using Atlassian JIRA and Confluence Cloud as a project manager.

Integrated Management Office or Project Management Office experience involving multiple cross-functional teams and processes.

Project Management Institute’s (PMI) PMP certification.

When you work at Vibrent, you are surrounded by a diverse group of people who share a passion for achieving excellence and making a lasting impact. Passion, excellence and impact should be rewarded, and we do that-- offering a competitive compensation package that includes over-average 401k match, the benefits you need to prioritize self and family care, and support for your further education and career development. One of the greatest benefits Vibrent offers is opportunity. At Vibrent, we work with the latest tools and technologies including enterprise mobile apps, fitness sensors, medical devices, cloud computing, machine learning, big data and analytics. We partner with national leaders in healthcare, technology, and research.We create tools that will change and improve healthcare for ourselves and future generations.

Vibrent is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

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