Head of Global Product Implementation

at  Pi Health USA LLC

GENERAL DESCRIPTION:

As the Pi Health Head of Global Product Implementation, you will be responsible for FICS Implementation and Customer Success. You will lead our efforts in ensuring successful product implementation and customer satisfaction. This externally facing role requires a deep understanding of clinical trial operations and the ability to effectively communicate with clients at all levels. You will be responsible for conducting product demonstrations, managing implementation projects, and serving as the primary point of contact for customers throughout their journey with our FICS product. The ideal candidate will be able to bridge the gap between technical product knowledge and customer needs, ensuring successful adoption and ongoing satisfaction with the FICS platform.

QUALIFICATIONS:

• 10+ years of experience in clinical trial operations, preferably with exposure to multiple aspects of the clinical trial lifecycle.
• Demonstrated expertise in study startup, conduct, and closeout processes.
• In-depth knowledge of clinical trial management systems and related technologies (EDC, TMF, IVR, CTMS).
• Proven track record of successful project management and customer relationship management.
• Outstanding communication and presentation skills, with the ability to effectively engage with both technical and non-technical audiences.

COMPUTER/TECHNOLOGY SKILLS:

• Proficiency with clinical trial management systems and related technologies.
• Strong understanding of software implementation processes and best practices.
• Familiarity with project management tools and customer relationship management (CRM) systems.
• Comfortable with data analysis and reporting tools to measure customer success metrics.

ESSENTIAL FUNCTIONS OF THE JOB:

• Lead and conduct comprehensive product demonstrations of the FICS platform to potential and existing customers.
• Manage the internal Pi Health team’s efforts for successful product implementation, ensuring timely delivery and customer satisfaction.
• Independently manage project timelines and serve as the primary point of contact with customers throughout the implementation process.
• Collaborate with internal teams (e.g., product development, sales, support) to ensure seamless customer experiences and product improvements.
• Create and deliver training programs for customers on the FICS platform.
• Monitor customer satisfaction and proactively address any issues or concerns.
• Provide regular updates to senior management on implementation progress, customer feedback, and success metrics.
• Stay current with industry trends and competitor offerings to continually enhance our value proposition.
• Contribute to the development of best practices and standard operating procedures for implementation and customer success.

Supervisory Responsibilities: Yes

• Direct supervision of the FICS implementation and customer success team