SHYFT Analytics, a Medidata Company, is seeking energetic, diligent, and analytically-minded individuals who understand the broader dynamics influencing the healthcare and technology industries and can leverage that understanding to initiate and carry out relevant initiatives that drive value for SHYFT.

This role is located in Boston, MA and will report to the to EVP and President of SHYFT Analytics.

Your Mission:

SHYFT Analytics, a Medidata Company, is seeking energetic, diligent, and analytically-minded individuals who understand the broader dynamics influencing the healthcare and technology industries and can leverage that understanding to initiate and carry out relevant initiatives that drive value for SHYFT.

This role is located in Boston, MA and will report to the to EVP and President of SHYFT Analytics.

Your Mission:

The SVP/VP of Professional Services is responsible for setting vision, direction and driving execution for the team responsible for customer solution delivery. In this role you will lead the delivery of high quality, expert services including program and project management, product implementations and best practices, ongoing subscription and solution support and guidance for commercial and clinical effectiveness through SHYFT software. This role is 60% customer care and 40% internal operations focused. Having the ability to build a highly engaged, best-in-class team through recruiting and retention, training and development and motivation and collaboration is a vital component to success in this role.

Your Competencies:

Customer Care

Maintain high levels of customer satisfaction

· Executive level sponsorship and relationship building across the customer base that build collaborative partnerships

· Provide thought leadership and map customer goals to successful use and deployment of SHYFT solutions and services

· Drive the identification and closure of gaps in the goals to value realization continuum

· Lead the strategy that will review and measure processes around the intake of customer feedback

· Create a delivery model that is both flexible and drives accelerated value for our customers and SHYFT

· Drive strategy that will improve and sustain customer satisfaction and ensure there are processes for investigating negative feedback and reaching resolution

Professional Services

· Oversee Professional Services in all scales of product adoptions from Study by Study / single brand to Enterprise level engagements

· Manage and operate implementations and value added services around all SHYFT products

· Facilitate incremental and rapid adoption of SHYFT software with new and existing customers

· Facilitate turning ideas and initiatives into tangible results for both internal and external customers

· Provide consultative support for the successful adoption and roll-out of all projects

· Oversight for client delivery progress and project metrics

· Serve as a consultant, trusted advisor and as necessary escalation point for issues relating to customer delivery and internal teams

· Evaluate and assess new implementations based upon size, complexity, percent of customer participation and time frame

· Achieve agreed upon time frames for all active projects and within financial guidelines

· Maintain referenceable customers from beginning to end of the solution life cycle

· Build a highly engaged, productive team by managing talent (hiring, training, developing, promoting, rewarding, motivating, managing performance, providing feedback)

· Collaborate as an active team member with other Services departments, as well as Sales, Account Management, Product, Finance and Human Resources

· Maintain effective business balance revenue / utilization / morale

· Communicate with customers to assess customer satisfaction level with our services and products

· Participate in direct customer and sales support as necessary

· Enhance and master SHYFT Implementation Processes, SOP’s and WI’s

Your Education & Experience:

· A minimum of 10 years of experience in managing complex software implementations (Healthcare/Lifesciences Industry experience a plus)

· A minimum of 10 years experience in management staff management and leadership roles of increasing responsibility

· Proven consulting and engagement management skills

· A high level of intensity to work with an experienced, motivated leadership team focused on creating a significantly sized company in a short timeframe

· A passion for excellence including an innate desire to build a metric driven business 

· Excellent thought leadership traits with the ability to successfully drive fundamental changes in business strategies

· Fanatical work ethic

· Expert knowledge and experience in project management methodologies

· Superior project and customer management skills

· Undergraduate or Graduate degree in related field

· Technically savvy. Able to understand modern complex technical environments

· Excellent written and verbal communication skills.

· Technical Communication: Ability to create and present reports for distribution to a wider audience of individual contributors, line management and executive management

· Expert knowledge of data and tools used to manage customer service organizations

· Willingness to travel 50+%

SHYFT Analytics, a Medidata company, is the leading platform for commercial and real-world data analytics, with products designed specifically for the pharmaceutical, biotech, and medical device industry. SHYFT’s data analytics platform is the most efficient and scalable way to transform massive amounts of complex healthcare data into on-demand clinical and commercial insight. SHYFT is headquartered in Boston with offices in San Francisco and New York City. Learn more about SHYFT at www.shyftanalytics.com, or follow the company on Twitter @SHYFTAnalytics or LinkedIn.