Operations Manager

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.

Your Mission:

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:

• Tracking progress and pertinent metrics to affirm the right activities are being performed
• Helping interpret and action the aggregated data to incorporate into processes
• Overseeing internal systems to pinpoint exact metrics that provide meaningful criteria

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. 

Your Responsibilities:

The expectations of the Operations Manager fall into three categories and are inclusive of, but not limited to:

DATA & SYSTEMS:

• Configure, deploy, administer, and manage reports and dashboards to better track Customer Success activities and analyze them to understand what’s going well or not.
• Interpret and action aggregated data to incorporate into processes.

• • 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.

• Execute regular operating mechanisms to clearly communicate progress on CS key performance indicators.
• Coordinate on cross-functional processes that best addresses our customers’ needs that can be aligned and built into our CX tools.

  • 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.

  • Optimize and scale our 1:1 approach and 1:Many customer engagements.
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• Determine the timing and content of CSM touch points along the customer journey to drive optimal adoption and net promoter score.
• Develop and manage timing and content of tech/digital touch points along the customer journey that helps scale the messaging and information for all customers.

PEOPLE:

• Support enablement of CSMs to develop an understanding of contributors to customer health, sources of risk, and trends.
• Report on changes in customer tier to forecast Customer Success hiring needs or re-distribute workload.
• Manage 1:Many communications that sync with CSM outreaches.
• Advocate on behalf of the Customer Experience organization to show our specialization in customer satisfaction technology and best practices.