Senior Director Customer Success [Aplica ya]...

Company Overview

ConcertAI is at the forefront of revolutionizing healthcare with our cutting‑edge AI and data solutions. Our mission is to accelerate insights, advance research, and improve patient outcomes in oncology and across life sciences. As a leader in real‑world evidence (RWE) and data‑driven technology, ConcertAI partners with top pharmaceutical companies, healthcare providers, and research institutions to enhance patient outcomes and streamline clinical research. By leveraging evidence‑generation and artificial intelligence, we deliver unparalleled insights into treatment effectiveness, patient care, and disease progression to advance precision medicine and medical innovation.

Joining ConcertAI means becoming part of a visionary team dedicated to transforming the healthcare landscape. You’ll have the opportunity to work on innovative projects that directly impact patient lives, collaborate with some of the brightest minds in the industry, and be at the cutting edge of technological advancements in healthcare. ConcertAI offers a dynamic and inclusive work environment, competitive benefits, and ample opportunities for personal and professional growth. If you’re passionate about making a difference in healthcare and excited by the prospect of working with advanced AI and data solutions, ConcertAI is the perfect place to thrive and make a lasting impact.

Additionally, through CancerLinQ, a health technology platform originally developed by ASCO and now an initiative of ConcertAI, we aim to deliver tools and services to a diverse network of oncology practices and cancer centers to improve the quality of cancer care and advance discovery.

Role Summary

The Senior Director Customer Success will be responsible for managing the strategic partnership with a major pharmaceutical client. This role entails overseeing program management, driving innovation, developing new business opportunities, and ensuring client satisfaction. The ideal candidate will possess a strong ability to collaborate with cross‑functional teams to deliver superior service and resolve client issues effectively. This role is the liaison between client stakeholders and cross‑functional internal / external teams, ensuring the timely and successful delivery of our solutions. This position is responsible for building deep relationships with clients, understanding their business, and finding new opportunities for growth in the partnership.

The Senior Director Customer Success will serve as a strategic customer partner, working alongside multiple client stakeholders to maintain a level of service and delivery that matches evolving customer priorities and initiatives. The ideal candidate possesses excellent interpersonal skills, communicates with clarity and concision, and demonstrates the ability to work cross‑functionally. Experience in large pharma with an emphasis on patient services and / or commercial excellence is strongly preferred.

Responsibilities

• Build and maintain strong, long‑term relationships with key stakeholders at the pharmaceutical company – across multiple functional areas. Act as the primary point of contact to ensure client satisfaction and loyalty.
• Oversee client communication pertaining to the progress of new initiatives, regular production, and data inquiries
• Assist internal team in preparing for client status meetings to reporting status of inquiries, bugs, and ad‑hoc requests.
• Work to understand client priorities and strategies and collaborate with internal project management teams and production delivery teams to prioritize deliverables
• Independently work to identify additional opportunities for organic client growth across the ConcertAI suite of offerings
• Work closely with Sales Executive to draft contracts for New Work Orders and SOWs.
• Oversee budgets and invoices and work with client contracting and finance teams to ensure timely and complete billing
• Triage internally and provide exceptional client communication around client data Inquiries, bugs, and ad‑hoc requests
• Provide oversight and accountability for rapid responses and resolution from other internal stakeholders
• Partner with client on multi‑vendor projects and initiatives, representing ConcertAI capabilities and requirements
• In partnership with internal experts, provide suggestions, recommendations, and creative solutions to address client challenges proactively.
• Serve as an onsite presence to promote the value of the ConcertAI partnership with key and new stakeholders
• Collaborate with the client to understand their strategic goals and develop plans to achieve them using the company’s data and analytics capabilities.
• Assist client partners in budget planning and cost segmentation
• Lead quarterly meetings with client senior leadership to promote innovation, review performance, and align on strategic priorities

Requirements

Learn More About ConcertAI

Our team at ConcertAI is dedicated to transforming healthcare decision‑making through the application of RWE and AI to improve patient outcomes. We work in a fast‑paced, dynamic, high‑performing culture where diversity, collaboration, and innovation are valued. Join us on our quest to create a world free of disease. Learn more about ConcertAI at www.concertai.com, or follow us on LinkedIn.

EEO

ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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