Manager, Strategic Partnerships and Customer Success - Pharma (Remote Opportunity) in Secaucus, NJ at Quest Diagnostics

Date Posted: 7/6/2021

Job Snapshot

Job Description

This role will lead operations activities for the Clinical Trials and Pharma Data Services lines of business. This role is responsible for product delivery and overall customer success. Additionally, the role will lead sales operations activities and assist in the management of strategic accounts and channel partners.

•         Implement and service product solutions of the Clinical Trials Connect and Pharma/Public Health lines of business to drive product delivery, product adoption, ensure optimal customer experience and collaborate with the partner community to accelerate growth.

•         Manage customer and sales channel partner relationships to drive growth and facilitate successful long term relationships

•         Assist in development and launch new solutions in collaboration with product management team

•         Engage in executive business review meetings with partners and/or customers to ensure contracted solutions meet the desired financial, operational, and business goals and objectives

•         Collaborate in preparing RFPs, pricing and quotes for the solutions

•         Foster collaborative partnerships internal and external to drive operations, sustained value, and growth

•         Serve as an internal consultant and resource to product management and to provide insights and direction to support strategic objectives and Hoshin planning.  

•         Monitor utilization trends and success metrics per partner/client and overall performance. Make recommendations to correct deficiencies, improve performance, and drive optimization. )

•         Responsible for supporting customers post-contract and ongoing customer experience metrics in enhance overall customer experience, impact and value

•         Responsible for managing aspects of the customer relationship as it pertains to the awareness, consideration, proposal and use throughout the customer lifecycle (contracts, onboarding, and support).

•         Ensure compliance with compliance, legal, regulatory, and compliance SOPs across product portfolios. Provide input to new and updated SOPs

Duties and Responsibilities:

•         Serve as point of contact and escalation for customers and partners during product implementation and delivery.

•         Lead customer and partners focused process improvement initiatives utilizing Quest Management System principles, or has experience utilizing other methodologies, to drive efficiencies that impact operations, revenue, and operating margin. 

•         Proactively provide insight to optimizing solutions that can be adopted to achieve standardization of service delivery. 

•         Serve as liaison between Informatics and Partner development teams, product support, business development and external partners and customers.

•         Manage new client product onboarding projects to ensure alignment with requirements defined during sales cycle.

•         Ensure timely updates are made to enabling department tools, ie Salesforce, Smartsheet, et

•         Collaborate with sales/BD during the sales cycle to define and translate customer requirements to be included in contracts/SOWs.

•         Lead customer calls pre and post contract to define technical aspects of customer onboarding and on-going product configurations and improvements

•         Lead customer business/status review discussions including project status (successes and risks) and identification of new business opportunities

•         Coordinate project tasks with appropriate internal teams as necessary

•         Provide technical & operational product support, involving data analysis, investigation, and escalation to additional teams as appropriate.

•         Manage and prioritize voice of customer and commercial needs to product management and technology partner teams


•         BS / BA, MBA preferred. Bachelor’s degree in Computer Science or equivalent.

•         5+ years of experience managing customer focused initiatives in healthcare

•         Experience in pharma & biotech industry strongly preferred

•         3+ years project management experience

•         Thorough understanding of HIPAA guidelines and experience handling PHI

•         Proven analytical, problem solving, conflict resolution, & decision-making skills

•         Demonstrated experience managing and improving product delivery processes (implementation)

•         Experience implementing and managing reporting and workflow tools (i.e. Smartsheet, Salesforce, etc)

•         3+ years developing and reporting business operations and customer success metrics

•         Experience in customer and partner relationship management


•         Ability to direct and motivate non-direct reports

•         Ability to work well with people and be both highly motivated and motivating

•         Ability to handle multiple competing priorities in a fast-paced environment

•         Motivation to drive tasks to completion and take ownership of projects

•         Excellent communication skills – both oral and written

•         Excellent problem-solving skills and proven ability to systematically debug problems and isolate root cause

•         Ability to work in a matrixed environment – collaborating across different Quest functions and stakeholders

•         Able to communicate effectively across business, clinical, and technical audiences

•         Excellent decision-making skills with the ability to work independently

•         Excellent consultative relationship building skills and ability to lead group discussions