As Director of Ongoing Solutions at SHYFT, you will serve as a trusted adviser to customers in your portfolio and be responsible for leading a team of Ongoing Engagement Managers and Consultants. You will own the success of your team’s project portfolio, as well as the employee satisfaction and development of your team. You will maintain the executive relationships and act as an escalation point within the implementations of their team, ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success. Additionally, you will also be responsible for partnering with the sales team to align pre-sales expectations and develop an implementation scope and plan.

We are seeking individuals who are passionate about Customers and understand the challenges facing life sciences organizations. This role requires a seasoned leader with deep experience in delivering large-scale, complex solutions at the enterprise level, someone who thinks creatively and can drive win/win approaches. Strong project management skills and experience, along with expertise delivering in agile methodologies.

This role is located in Waltham, MA and will report into Head of Ongoing Solutions.

Key Responsibilities Include:

Customer Success:

• Ensure long term satisfaction and SHYFT platform value
• Resolve escalations – Communicate to leadership and outline message to client

Team Management:

• Leadership, coaching, training – maximize team performance
• Ownership of team morale – happy teams, happy customers

Process Driver:

• Utilize the team structure to meet individual customer support hours and profit margins
• Identify, evaluate, and resolve off-plan customer engagements
• Always drive efficiency and maintain highest quality

Organization:

• Own resource planning and forecasting
• Value long-term customer relationship management
• Willingness to travel approximately 15% 

Position Requirements:

• B.S. or M.S. with engineering, business or scientific focused curriculum preferred
• 8+ years’ experience delivering technology solutions with a consultative mindset and 5+ years of management experience
• Knowledge of life sciences/healthcare industry with exposure to third party commercial and clinical data, and pharmaceutical distribution models
• Experience in agile methodologies preferred
• Experience shaping and scoping complex implementation projects
• Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
• Highly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situations
• Excellent analytical & problem solving skills
• Demonstrated ability to lead a high performing team

Benefits:

• Competitive compensation/Stock Options
• Generous rewards program
• Medical
• Dental
• Paid Vacation/Sick Pay Program
• Holiday pay
• Vision
• 401K
• AD&D and Life Insurance
• Company Outings/Social Events

Empowering Data, Delivering Results SHYFT Analytics is a full service solution company that delivers next-generation sales insights to the global life sciences industry. Our agile analytic solutions and services are re-defining the way commercial data drives brand performance. We are an innovation and service-driven organization with deep life sciences expertise, and our customers include large pharma, established and emerging biotech, and medical device companies. We are continually growing, and rewarding opportunities exist for exceptional individuals to join our high–quality team of experts.