Be the Next Game Changer
Medidata is the leader in developing the technologies that allow our customers to get treatments into the hands of patients faster. Building on our long history of delivering world-class clinical applications to the life sciences industry, Medidata’s Customer Solutions Success Organization is staffed with a passionate team of product, services and industry experts, tackling the industry’s most difficult technical challenges in order to push the boundaries of possibility for our clients and most importantly, for patients. Together we can deliver meaningful advanced digital transformation to the industry in order to achieve our vision.
Customer Solutions Success Optimization & Enablement is responsible for leading cross functional teams in the design, implementation and execution of initiatives that improve customer experience, and drive customer success and adoption through Medidata Sales, Services, R&D and CSS functions.
The Process and Change Lead will work with the Product and Engineering groups to identify process improvement and change adoption needs, make solution recommendations, and lead the change process, including communication, to improve the customer experience. May act as a change advocate within cross-functional teams that are working to address business issues. May support internal communication and reporting to address the information needs of stakeholders.
Works on problems of moderate scope where analysis of stakeholders, situations or data requires a review of a variety of factors. May produce documentation, communication, content and reports for analysis using system reporting tools. Exercises judgment within defined procedures and practices to determine appropriate action.
This position has responsibilities that extend globally to all Medidata locations.
An experienced professional with a good understanding of change and stakeholder management, and a passion for improving how we support our customers and/or a background in a technical and regulated industry, combined with excellent project management, communication, and leadership skills, make for an ideal candidate.
The key activities performed by the Process and Change Lead will include:
Build productive internal/external working relationships with stakeholders.
Work on problems of moderate scope where analysis of stakeholders, situations or data requires a review of a variety of factors.
Assess, scope, plan and lead change programs to support implementation of system, process or policy improvements.
Support cross-functional coordination and communication of product launch initiatives
Collaborate cross functionally across disciplines (engineering, IT, services, sales, marketing and etc) and cultures (US, Europe, Asia) to identify business challenges and facilitate their prompt resolution.
Execute action plans as outlined by the Optimization and Enablement team to deliver content, facilitate meetings and drive deliverables to achieve strategic goals.
Become familiar with Medidata’s products and services, and support communication initiatives to enable customer facing teams as new products and services are introduced.
Design content sourcing processes to enable the flow of information across internal teams.
Coordinate efforts with other CSS groups (Platform Implementation, Process Design, Education) to identify business needs, craft communication and coordinate action to enable effective sales, service and support processes.
Independently manage multiple projects and priorities simultaneously, including prioritization, timeline, risks, execution, communication, and conflict management. Monitor and provide proactive communication and risk mitigation for multiple projects and priorities.
Intellectually curious and dynamic individual who is eager to learn.
A team player, who supports common goals to reach strategic objectives
Detail oriented with a focus on noticing communication preferences of stakeholders and nuances in situations
Ability to identify, design, and deliver innovative solutions for problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Ability to take an objective viewpoint and stand in the shoes of our customers when developing content or driving results.
Previous experience in a customer facing, or administrative role working with both technical and business stakeholders, consulting experience is a plus.
Proven experience developing both fast-response and longer-term solutions addressing a diverse group of stakeholders’ concerns.
Ability to use industry and internal best practices and knowledge to improve products/services or processes, and resolve complex problems or problems where current process or precedent may not exist.
Demonstrated ability to develop and maintain relationships across leadership levels and gain executive buy-in for initiatives to accomplish goals within a matrixed environment.
Experience with cross-functional teams and various aspects of the end to end delivery of products and/or services
Demonstrated ability to coach and mentor peers and colleagues in challenging and time-sensitive situations.
Strong empathy for customers and a high emphasis on the customer service experience
Excellent verbal/written communication and organizational skills
Proven ability to influence through persuasion, negotiation, and consensus building
Exercise judgment, with guidance, in methods, techniques and evaluation criteria for obtaining results
Position is based in the US - East Coast, with potential 2-3 days/month in Medidata’s NY office.
Your Education & Experience:
5-7 years of related experience with a Bachelor’s degree; or 5 years and a Master’s degree; or equivalent work experience. Education and experience preferably in Life Science, or other regulated industry.
2+ years of experience directly or indirectly managing project or cross-functional teams.
Experience working with Agile Software development teams in a fast-paced, software development environment.
Experience with crafting communication, and content such as job aids and process documents
Familiarity with change management methodologies is a plus
Excellent organizational and project and time management skills. Self-motivated, able to assume responsibility and work autonomously in a professional manner. Proactive in risk management and communication.
Excellent verbal and written communication and presentation skills.
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.
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 Solutions have powered over 20,000+ 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.
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.
MEDIDATA generates the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes.