Be the next big change > Dassault Systèmes
Be the Next Game Changer

Operations Manager

United States, NY, New York

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 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:


  • 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.



  • 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.
  • 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.



  • 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.



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.

  • Comfortable working in and contributing to team objectives
  • Demonstrates an analytical and critical mindset; Strategic thinking and problem-solving
  • Demonstrates rapid, self-driven, experiment-driven learning of unfamiliar technologies, data, and business processes
  • Strong project management skills a plus; Detail-oriented, well organized, and an ability to prioritize work
  • Excellent written and verbal communication and presentation skills
  • Proficient in MS Excel and Powerpoint and/or Google Sheets and Slides

Your Education & Experience:

  • Bachelor’s degree from an accredited university or college
  • Data analytics background and experience
  • At least 5 years experience as end-user of a CRM, customer support system, or marketing automation system 
  • Experience working in cross-functional teams
  • At least 5 years of experience working in customer success, or equivalent understanding of key customer success principles
  • Experience in data analysis, business intelligence, and design of reports and dashboards
  • Preferred Additional Experience & Skills:
    • Gainsight administration experience/certification

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.


Equal opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
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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.