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Vice President, Professional Services (Life Sciences & Pharma)

| Greater Boston Area
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.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavascriptLanguages
    • PerlLanguages
    • D3JSLibraries
    • jQueryLibraries
    • Ember.jsFrameworks
    • Microsoft SQL ServerDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We're in the heart of the Financial District at 110 High St. Step outside and you're amongst a bustling food scene and 5 minute walk to South Station!

An Insider's view of SHYFT Analytics

What’s the vibe like in the office?

SHYFTers are guided by core values which ensure a safe, comfortable, energetic, collaborative and fun place to work. Everyone shares a company vision which we are all proud to uphold. At SHYFT, everyone is involved, heard and valued. There is mutual respect, trust, transparency and accountability which makes a feedback culture flourish.

Carmela

Product Engineering Manager

How do you collaborate with other teams in the company?

Early, often, and broadly! In order to fully understand what motivates our stakeholders, marketers have to rely on frequent and close collaboration with the various internal teams that interface with them on a daily basis – from Product, to Customer Success, to Sales, and beyond. Without collaboration, Marketing would be a ship without a rudder!

Kent

Director, Product Marketing

How has your career grown since starting at the company?

One of the best aspects of being a SHYFT employee is having the flexibility to try different things and choose your growth area. In my 1.5 years here I was not only able to participate in projects and flex skills I have not used before, I also had the chance to solve challenges in product, sales, and contracting. SHYFT has invested in my growth.

James

Senior Business Analyst

How do you empower your team to be more creative?

Creativity blossoms where there is no fear of failure. Failure is a fundamental part of the creative process – it is the only way to learn, adapt and ultimately, succeed. Fear of failure shackles our thinking in unconventional ways. Eliminating fear frees us to investigate ideas that we would otherwise deem improbable – and makes them possible.

Priya

Chief Product Officer

What's the biggest problem your team is solving?

My team is currently focused on building the next gen of SHYFTs’ largest application. Its an all hands on deck initiative with lots of challenges, but its rewarding to see the vision come to reality.

Were motivated to be building something great, something that we all contributed to formulating. We saw ways to improve what existed, so we did!

Adam

Senior Software Engineer

What are SHYFT Analytics Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

We have plenty of perks , but it’s not what we want to be known for! We recently doubled our office space with an amazing build out. The office is now extremely open, comfortable, and collaborative. We built the SHYFT bar with 2 beers on draft, nitro cold brew and iced teas, multiple BEVI stations, snacks galore all day long, LeanBox, Lunch Delivery service, monthly happy hour on Moody St, SHYFT Holiday party, Summer/Golf Outing, and monthly cultural initiatives driven by our A-Team.

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