Medidata: Powering Smarter Treatments and Healthier People
Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its ground-breaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. And Medidata’s ongoing commitment to infusing the patient voice into trial designs and solutions is helping to create a better and more inclusive experience for all participants in clinical studies. Medidata is involved in nearly 40% of company-initiated trial starts globally, with studies conducted in more than 140 countries. More than 70% of novel drugs approved by the Food and Drug Administration (FDA) in 2022 were developed with Medidata software. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us @medidata.
The Customer Experience Operations (CX-Ops) team is responsible for the establishment and management of Medidata’s customer data models and Customer Experience/Customer Success tools. We build the foundation to deliver and continuously improve upon the development and execution of technology, processes, and best practices associated with running a best in class customer experience organization. The CX-Ops Team also serves as a thought partner for strategic initiatives by:
The Operations Manager will play a key role in driving the operational excellence and efficiency of our Customer Success team. The role is expected to act as a business thought partner to CS Leadership, with the main purpose of helping define the objectives, strategy, and tactics for the Customer Success organization. The Operations Manager also provides the best processes, tools and training to our customer-facing team (CSMs) to help them be more efficient in their work - thus helping them focus on their most valuable tasks.
The expectations of the Operations Manager fall into three categories and are inclusive of, but not limited to:
DATA & SYSTEMS:
Execute Voice of Customer survey analytics to develop account health and thematic insights to share with the broader Customer Experience team and Medidata organization.
Provide insights to CS Leadership on the team’s achievements and opportunities.
Develop reports and presentations on analytical findings to create a seamless story to directly empower decision-makers at all levels of the company.
PROCESSES & MAINTENANCE:
Partner with Customer Success Leadership to design and implement processes and playbooks for Customer Success Managers that gives them visibility over their actions and the accounts they manage.
Work side by side with leadership to determine the success metrics and targets for the team.
Assist in the development of customer outcome strategies and define the product metrics to provide a clear view on product usage and adoption data.
Lead the Voice of Customer strategy and enable both thematic scoring and account health scoring to drive closed loop workflows in support of overall customer experience improvements.
Your Qualifications / Competencies:
The candidate is expected to have strong research, technical, and time management skills, the ability to own pieces of a larger project, and effectively communicate their progress to the team leader.
Your Education & Experience:
The salary range posted below refers only to positions that will be physically based in New York City. As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location. Pay ranges for candidates in locations other than New York City, may differ based on the local market data in that region. The base salary pay range for this position is $85,000. - $120,000.
Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission under the terms of applicable plan documents, while many of Medidata’s non-sales positions are eligible for annual bonuses. Additionally, Medidata provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most and should help you care for those who matter most. For that reason, we provide an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life.
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.