Client Services Principal Client Services Remote, United Kingdom

Company: Medidata

Position at Medidata Solutions

Medidata: Power Smarter Treatments and Healthier People

Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. 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 1,900+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, 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:

As a senior member of the global Professional Services organization, the Client Services Principal (CSP) is responsible for overall services delivery and relationship management for a portfolio of client accounts within a geographical region or Professional Services vertical. The CSP has responsibility for success beyond his/her direct team and Professional Services vertical, and is accountable for maintaining and growing account relationships, resourcing, and the achievement of financial targets.  This is a dual-role requiring people leadership which may also include leadership of other people leaders.  At the CSP level, the scope and complexity of client and Medidata responsibilities increases.  Number of direct reports may also increase. 

  • Proven track-record of people leadership in all of the following areas:

    • Coaching team members to enable them to autonomously lead projects and manage issues at the lowest level, including effective escalation management

    • Management of Professional Services resources who are responsible for one or more large, complex projects

    • Leadership and development of direct reports including activities such as hiring, performance management, coaching, mentoring, disciplinary actions, etc.

    • Collaborate with other people leaders to drive efficient use of human resources within and across teams to achieve financial targets 

    • Manage work assignments and utilization for direct reports, leveling work across resources as needed

    • Identify individual strengths and assign tasks to make most efficient use of human resources, while in parallel identifying growth and development areas

  • Management of all financial aspects for contracts within the portfolio, with a focus on both accuracy and achievement of financial targets

  • Leverage team to drive operational efficiency through continuous improvements and process optimization

  • Managing and resolving client escalations, with a focus on lessons-learned and addressing the root cause of escalations to mitigate recurrence

  • Risk mitigation, including the ability to foresee and mitigate against project and account level issues

  • Identify new business opportunities within assigned accounts, and collaborate with sales to increase win-rate

  • Represent Professional Services for account governance, and manage the overall professional services relationship

  • Effectively collaborate with internal and external resources to achieve project objectives

  • Oversight of large, complex initiatives that are managed by direct reports

  • Lead project delivery to ensure that all deliverables are tracked and that documentation is current

  • As chief advocate for the client, demonstrate interdepartmental influence across internal teams (e.g.: Product, Engineering) to ensure client business objectives are achieved and issues resolved

  • Provide proactive communication to all stakeholders

  • Assure compliance with Medidata’s standard project management methodologies, and quality management system

  • Support development of sales orders and change orders

  • Coach and train new and junior team members

  • May include management of global resources, including contractors

Your Competencies: 

  • Demonstrate a track record of working independently in an advisory capacity

  • Ability to anticipate and mitigate complex issue and risks thus minimizing escalations

  • Ability to mentor other team members and serve as a team leader

  • Ability to identify and suggest improvements which increase the value proposition for Medidata and the client

  • Knowledge of Medidata (or similar) products commensurate with requirements of the specific role

  • Possess a solid understanding of clinical research (pharma/device/biotech) and of clinical research SaaS technology

  • Demonstrate strong verbal/written communication and organizational skills

  • Exhibit time management skills along with strong collaboration and teamwork

  • Experience in leading matrixed teams and meeting project timelines

  • Self-motivated and able to assume responsibility in a professional manner

  • Demonstrate strong computer skills

  • Experience with the MS Office suite and/or other current software technologies

  • Experience with creating and delivering presentations


Your Education & Experience:

  • Bachelors degree or equivalent experience (analytic discipline a plus)

  • Extensive experience in clinical/biomedical and/or software development environment preferred

  • Proven previous people leadership experience

  • Travel expectations up to 20%, domestic & international

MDSOL Europe Ltd is an equal opportunity employer.  We welcome all applications irrespective of race, gender, gender reassignment, age, religion or belief, relationship status, pregnancy/maternity, sexual orientation or disability.


Vacancy page :

Similar jobs