Associate Director, eCOA Services

Your Mission: 

The Associate Director, eCOA Services creates, maintains and executes the strategic plan for eCOA services within Patient Cloud Advisory and Enablement Services. Responsible for leading 4 dimensions of eCOA Services – Enablement, Operational Readiness, Process Improvement & Advisory Services – he/she will lead a team of eCOA Consulting Experts focused on setting the standard and scaling adoption of eCOA Services in Sales, Implementation and Run phase activities.

Apply people leadership in the following areas:

• Management of resources responsible for eCOA advisory and enablement, supporting roles and responsibilities to engage as operational and technical experts for internal and external stakeholders

• Leadership and development of direct reports including activities such as hiring, performance management, coaching, mentoring, disciplinary actions, etc

• Manage work assignments and utilization for direct reports, leveling work across resources as needed. Maintaining 65% client facing time for direct reports

• Identify individual strengths and assign tasks, while in parallel identifying growth an development areas

• Establish and foster critical cross-functional relationships bi-directionally to achieve alignment of Patient Cloud objectives with customer needs

• Set, sort, and serve operational readiness initiatives for eCOA technologies and processes in partnership with OpEx and PAO

• Design customer-centric service strategies for eCOA services that excites customers about leveraging the platform, drives customer adoption and success, and accelerates new and repeat customer growth

• Design and execute enablement programs considering client needs and fit to drive overall success with enabled clients

• Identify opportunities for continuous improvement with a focus on quality and scalability, developing and leading initiatives, establishing best practices, and supporting training that optimize predictability in customer success

• Set measurements of success, and provide step-wise evidence of value including managing utilization for direct reports, demonstrating increased win rate via sales support channels, and stickiness of platform via repeat customer deals.

The Associate Director, eCOA Services will be responsible for setting and maintaining a high-level of expertise for eCOA Technologies. This includes: 

• Deliver on Enablement engagements for eCOA technologies

• Support Release Management activities for eCOA technologies

• Provide Operational and Technology guidance for new and existing customers

• Lead key accounts as senior advisor including rescue efforts for legacy technology and satisfaction level risks and challenges

• Partner with PAO & Patient Cloud Services Function Owners to set best practices and ensure execution control of all aspects of the Software Implementation Lifecycle

• Partner with Global Compliance Strategy (GCS) to drive customer-centric solutions for eCOA Services quality management process and continuous improvement 

• Acts as Stakeholder in Site and Patient Experience for eCOA Services that serves the right technology solutions based on functional and usability performance needs

Your Competencies: 

• First class ability to operate as a primary consultant to enable new technology and service offerings without a clearly defined roadmap & delivery lifecycle with calm professionalism

• Ability to create best in class training and certification programs for Medidata Patient Cloud Technologies that enables internal and external operational excellence

• Ability to challenge processes that are inefficient or counterproductive and establish/deploy new processes to improve efficiency through strong change management and collaboration skills

• Ability to build and maintain an effective and strong team including fostering the professional growth and development of individual team members 

• Demonstrated practical knowledge of clinical trial software technology

• Excellent interpersonal, organizational, communication (public speaking and teaching), presentation and writing skills

• Proven ability to successfully work independently on new projects and initiatives while also being able to collaborate with others when needed to achieve goals

• Ability to overcome obstacles, troubleshoot and reach resolutions versus highlighting problems

• Ability to lead and follow team strategies across the enterprise and with our customers

• Willingness for up to 30% national/international travel time

• Be self-motivated

• Take the initiative and demonstrate responsibility and accountability

• Collaborate well with other functions/departments

• Demonstrated patience and accountability for change

• Demonstrated ability to navigate and negotiate competing priorities in a challenging environment.

Your Education & Experience:

• Four-year college degree

• Minimum of 8 years relevant experience in clinical trials domain and patient-centered solutions. 

• Minimum of 2 years’ line management experience with direct, formal supervisory responsibilities including performance reviews, hiring, mentoring/coaching, etc.

• Expert feature and function design & implementation of patient centric technology

• Proven change management experience and supporting outcomes

• Internal and external customer experience

Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.

Medidata’s solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.

COVID Statement

Medidata requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for an accommodation as determined by Medidata, consistent with applicable law.  Although accommodation requests will be considered (and granted where appropriate/possible), it may be determined that a candidate is unable to adequately perform the essential functions of the position without imposing an undue hardship on Medidata due to customer requirements, staffing needs, or other business reasons.

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Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.