Director of Client Services
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Services Director
Location Remote in Princeton, New Jersey, New Jersey, United States
Visa Sponsorship No

Job Description

Last Update: 1/11/24
Diligent is seeking a Director of Client Services to join our growing team! We're looking for an experienced clinical research professional who is as passionate as we are about making a difference in our industry and providing the highest level of service to our clients. Candidates should have GCP experience and a background in project management, client relationship management, and/or service delivery in clinical trials. This full-time, remote position reports to the VP of Client Services.

About Diligent
Diligent Pharma is a technology and services company on a mission to transform the vendor qualification process in clinical trials. Visit our website to learn more about how the Diligent Qualification Platform streamlines the selection and qualification of clinical trial service providers, helps clients manage risk, and enables faster study startup times.

Core Responsibilities
The Director of Client Services is responsible for ensuring the successful delivery of Diligents solutions while pursuing continuous improvement and maintaining strong client relationships. This role works closely with internal teams while providing excellent customer service and proactive support to clients, with a focus on managing Sponsor accounts. The Director of Client Services partners with the VP, Client Services to ensure client satisfaction by having a comprehensive understanding of the vendor qualification needs that are met through the Diligent platform and services. The day-to-day job responsibilities include, but are not limited to:

Accountable for ensuring the successful delivery of Diligents solutions while pursuing continuous improvement and maintaining strong client relationships
Ensure high engagement with the Diligent internal team while providing excellent, proactive customer service and support to clients
Manage and coordinate resources assigned to client projects and oversee contractors on project execution
Partner with the VP, Client Services to allocate resources to projects including Vendor Qualification Assessment (VQA) services
Accountable for the overall project management of client services deliverables, which includes tracking, reporting, and monitoring of milestones and operational metrics
Ensure proactive and ongoing communication with clients, which includes facilitation of all client account meetings, as well as leading any onboarding activities for Sponsors
Review and monitor project deliverables to ensure quality standards are met
Identify risks and remove obstacles that could hinder reaching project goals.
Ensure compliance with all contractual commitments, regulations and client expectations for the delivery of Diligent professional services
Actively support Provider Engagement activities, including Diligent platform onboarding and Request for Information (RFI) review
Partner with business development colleagues for sales meetings to understand customer needs and demonstrate Diligents ability to offer customer solutions
Collaborate with colleagues across functional areas and utilize a comprehensive understanding of Diligents offerings to ensure client needs are being fulfilled
Other duties as assigned

Skills & Experience Required

Possess a minimum of a BA/BS
Have a strong understanding of the vendor qualification and selection process in clinical trials
At least 5+ years experience in clinical research and GCP
At least 7+ years of pharma/biotech and/or life sciences industry experience
Experience working in a client-facing role in a CRO/Pharma or as a consultant in the industry
Ability to embrace teamwork, establishing effective working relationships and building trust with customers and stakeholders (internal and external)
Ability to work independently and collaborate effectively with a team in a virtual, remote environment

Essential Functions

Strong written and verbal communication skills
Strong cultural/values fit
Creative thinking
Demonstrated ability to get things done
Capacity to lead, manage and hold others accountable
Industry knowledge and expertise
Enthusiasm for creating and driving process in a rapidly evolving environment
Skillful relationship builder

This role is full-time and remote. Our offices are headquartered in Princeton, NJ.