<span>Program Director (US)</span>

Cluepoints - King of Prussia, PA

Full-time - Senior

Hybrid - King of Prussia, PA

About the position

The Program Director will play a crucial role in ensuring the successful implementation and customer satisfaction of CluePoints enterprise software. This position focuses on combining a strong customer orientation with commercial insight to drive the adoption and satisfaction of CluePoints solutions among clients, particularly in the pharmaceutical sector. The Program Director will be responsible for managing complex customer relationships and leading project managers to achieve long-term success for the CluePoints customer base.

Responsibilities

• Serve as a subject matter expert on CluePoints solutions and articulate their benefits to various stakeholders.
• Identify stakeholders and understand their needs to benefit both them and CluePoints.
• Manage the successful adoption of CluePoints software solutions across multiple customers.
• Proactively manage large, complex, multi-stakeholder customers and their change management efforts.
• Provide oversight and leadership to project managers for successful deployment and adoption of CluePoints solutions.
• Collaborate with the CluePoints team during implementation and ramp-up activities to ensure alignment with Customer Success, Project Management, and Business Development.
• Utilize knowledge of software implementation within pharmaceutical regulations to navigate challenges and identify solutions.
• Create strategic plans for successful implementation and assist project managers in understanding the vision for project plans.
• Act as the voice of the customer within CluePoints, providing feedback on product value and areas for improvement.

Requirements

• Previous experience in deploying SaaS solutions in a complex, multi-stakeholder environment.
• Commercially focused leader with a track record of customer retention and growth.
• Excellent client-facing skills with strong stakeholder management abilities at all levels.
• Strong understanding of clinical trials and related technologies (eCOA, IRT, etc.).
• Experience managing a portfolio of client accounts effectively.
• Ability to build strong and scalable processes for team efficiency and improved customer experience.
• Analytical skills to create and utilize management information for understanding customer adoption.
• Collaborative team player capable of engaging with internal stakeholders including project managers and technology teams.
• Experience in mentoring and guiding project managers.

Nice-to-haves

• Experience in a high-growth environment.
• Familiarity with pharmaceutical regulations and implementation challenges.

Benefits

• Flexible working arrangements with some remote work options.
• Opportunity for face-to-face engagement with team members.