Director, Client Services - Southern Research

Director, Client Services

General Summary

The Director of Client Services is the architect of exceptional client experiences, ensuring that Southern Research not only delivers outstanding results but also fosters long-term, meaningful relationships, while driving revenue through expanded relationships and services.  The director will build out foundational processes within Commercial Operations to scale, elevate, and gauge client satisfaction while ensuring seamless coordination, collaboration, and communication across sales, finance, operations, and the client. The Director of Client Services will also establish the necessary operating rhythms for optimal performance success of your team and peers.     

Essential Duties & Responsibilities

• Strategic Planning and Execution: Collaborate with senior leadership to define strategic objectives and priorities for Client Services. Develop and implement a comprehensive execution plan to achieve strategic goals. Monitor progress, identify potential roadblocks, and provide guidance to ensure successful execution of initiatives.
• Client Leadership & Relationship Management: Build and nurture strong, strategic relationships with key individuals across Southern Research's client base ensuring deliverables are meeting and exceeding client expectations contributing to high client satisfaction. Become a trusted advisor, understanding the client's unique business challenges and recommending solutions.
• Client Success & Profitability: Oversee all client services, ensuring seamless execution and exceeding client expectations. Develop and implement strategies to maximize client lifetime value and profitability through customer focus and retention.
• Team Leadership & Development: Lead, mentor, and inspire a high-performing client services team. Foster a collaborative environment that prioritizes communication, problem-solving, and continuous improvement. Drive process improvement initiatives or identify and share work stream best practices.
• Issue Resolution & Escalation Point: Serve as the ultimate escalation point for all client concerns. Approach challenges with a solutions-oriented mindset and ensure swift resolution while maintaining positive client relationships. This individual should command respect in the client environment, build strong rapport quickly, and navigate client challenges with confidence. The role demands an ability to achieve successful outcomes while maintaining a positive and productive relationship with clients.
• Cross-Functional Collaboration: Act as a liaison between Sales, Finance, and Operations to foster collaboration and alignment to ensure timeliness and quality of client work product as well as overall client satisfaction. Facilitate regular cross-functional meetings to ensure effective communication and coordination of client programs.  Identify opportunities for synergy and process improvement across teams and drive necessary changes.  Collaborate with the sales team to develop new business opportunities and identify and execute growth plans to expand our client portfolio. Leverage strong client relationships to secure referrals and upsell services.
• Technical Proficiency: The ideal candidate must demonstrate strong hands-on technical skills to leverage technology effectively. This includes a proven track record of success in applying technical knowledge to solve complex problems. Expertise in Enterprise Level CRM and Software as a Service (SaaS) environments is essential. The Director of Client Services will be expected to utilize these skills to enhance our technological capabilities and improve overall operational efficiency.
• Performance Monitoring and Reporting: Establish key performance indicators (KPIs) and metrics to track client relations, programs, and satisfaction alongside overall health and performance of Client Services. Analyze data and provide regular reports to senior leadership, highlighting achievements, challenges, and recommended actions. Drive accountability by establishing performance targets, monitoring results, and ensuring timely corrective actions.
• Perform other duties as assigned by supervisor.

Requirements/Minimum Qualifications

• Bachelor's degree in relevant discipline, advanced degree preferred.
• Experience in Client Services, Business Development, and/or Commercial Operations at a commercial contract research organization in the pharmaceutical and biopharmaceutical industry.
• Current understanding of the drug development process with an emphasis on preclinical investigations.
• Strong strategic thinking and execution skills, with the ability to align initiatives with broader organizational goals.
• Excellent project management and organizational skills, with a track record of successfully managing complex projects from initiation to completion.
• Exceptional communication and interpersonal skills, including the ability to effectively collaborate with diverse stakeholders at all levels of the organization.
• Strong analytical and problem-solving abilities, with the capacity to identify issues, analyze data, and make informed decisions.
• Demonstrated leadership and team management capabilities.
• Enthusiasm for digital solutions, and ability to use various needed collaboration tools.
• Flexibility to adapt to changing priorities and work in a fast-paced environment.

Core Values

Cultivating human connection – putting people first.  We know that every individual makes a difference and that no one can do it alone.  We believe the world's most powerful resource is human potential.  We are an inclusive and courageous team where innovation and diversity of though go hand in hand.  We understand that relationships move at the speed of trust.

Operating with precise execution – measuring what matters and owning results as a team.  We leverage data to drive decisions that advance science.  We recognize the importance of a stable foundation coupled with an agile mindset.  We hold ourselves accountable and take pride in our work.  We give and receive candid feedback as a gift that keeps us growing.

Harnessing relentless curiosity – our unstoppable, innovative force.  We are driven to ask sharp questions and push the boundaries of knowledge.  We use creativity and critical thinking as catalysts for finding solutions that change lives.  We learn by doing, consistently striving to improve our relationships, training, methodologies, questions and results.

Stewarding a healthy community – implementing sustainable operations for a safe, engaging environment.  We don't compromise on safety and health for our employees, customers or community.  We believe a healthy community begins with inclusive economic opportunities.  We respect the dignity of the patients we ultimately serve.  We are motivated to serve communities that are underserved and markets that are overlooked.

Job Specific Behaviors

Strategic Vision and Leadership – Establishes multi-year business division vision.  Participates with other senior leaders to develop the overall organization mission, vision, and strategic plan.  Committed to leadership excellence and models leadership competencies.

Strategic Decision Making - Obtains information and identifies key issues relevant to achieving a long-range goal; commits to a course of action to accomplish goal after developing alternatives based on logical assumptions, facts, constraints & resources.

Strategic Relationship Building - Uses appropriate interpersonal skills to work effectively with others to meet mutual goals and objectives; understands the role & interrelationships of each organizational function.  Possess skills in managing across functional and organizational lines.

Operational & Technical Excellence - Ensures that work products enable the organization to meet or exceed our customer's expectations.

Communications - Expresses thoughts and ideas effectively in individual and group situations; adjusts language to the needs of the audience.

Goal Setting - Establishes stretch goals and manages to focused outcomes.  Demands excellence.  Demonstrates a strong commitment to organizational success; works to do what is best for all stakeholders.

Change Leadership - Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitates the implementation and acceptance of change within the workplace.

Team Building - Creates a climate of teamwork to achieve objectives, taking advantage of our diversity; creates a sense of ownership and encourages individuals to stretch beyond their own capabilities.

Coaching and Development - Selects for talent.  Sets expectations and provides clear and timely feedback.  Motivates, develops self and others to foster a learning environment and openly shares information that would guide others. Uses appropriate interpersonal style to guide direct reports to action.  Selects for talent, sets expectations, provides clear feedback, motivates, develops self and others; fosters a learning environment; recognizes performance success.

Business Knowledge - Maintains external awareness of business sectors; applies knowledge of Institute's culture, business processes and tools to achieve goals.

Work Environment & Conditions

This position is required to work in an office setting using a computer for extended periods of time.  Personal involvement and exposure, including travel, to other locations is required.  This position may also include entry to laboratory or workspace areas that will require use of appropriate PPE.

Physical Demands

• Ability to perform work utilizing a computer for extended periods of time.
• Ability to sit for extended periods of time without being able to leave the work area.
• As related to laboratory work (as applicable):

• Ability to stand for extended periods of time without being able to leave the work area.
• Ability to climb ladders and stairs in performing the work.
• Ability to walk for reasonable distances in performing the work.

Certifications, Licenses & Registrations

None required