Job Title
Director, Digital Enablement
Location(s)
US Remote - MA

Job Description

As Director of Digital Enablement for OneSource Lab Solutions at PerkinElmer, you are accountable for making sure customers understand, use, and renew around the value the digital platform delivers, and for building the function that makes that value visible account by account.

You lead the shift from account-locked, ad hoc digital support to a centralized customer success and professional services capability that serves every account on the platform. The role starts with Asset Genius, OneSource's scientific-instrument utilization and capital-planning offering, and is built to grow: as new digital platform modules and adjacent capabilities, including operating-expense and consumables planning, come online, this function expands to cover them.

You are the primary point of contact between customers and the digital platform organization: translating usage and capital-planning data into terms a customer's finance and lab leadership can act on, flagging retention risk before it becomes a cancellation conversation, and routing validated expansion opportunities to the commercial team.

Job Responsibilities

Customer Success & Value Realization

• Own the customer relationship for digital platform adoption and value realization, starting with Asset Genius accounts that need active attention.
• Translate utilization and capital-planning data into business terms at recurring account reviews (QBRs, MBRs), so customers can see and explain what they are getting for their investment.
• Identify accounts where the customer has access to platform data but isn't using it, and close that gap before it turns into a "what am I paying for" conversation.
• Serve as the first point of contact for account health, escalation, and value articulation across the digital platform.

Retention & Expansion

• Partner with OneSource's commercial organization to surface expansion opportunities that come out of account reviews and data insights.
• Use usage-based and condition-based capital-planning insights, for example identifying underutilized instruments before a customer commits to new capital spend, to defend and grow existing contracts.
• Build a repeatable process for turning platform data into renewal and expansion conversations, rather than reacting only once an account is already at risk.

Professional Services & Deployment

• Build and run a centralized professional services function for platform deployment, onboarding, and ongoing support, replacing the current model where deployment staff sit locked to a single account regardless of that account's actual workload.
• Deploy shared resources to accounts based on real need, so no account goes without support while another sits underutilized.
• Partner with account teams to scope deployment engagements and manage utilization of the professional services team across the portfolio.

Cross-Functional Collaboration

• Work with OneSource's Insights & Analytics function so account-specific data questions get answered, and route recurring themes back into the platform's product roadmap.
• Partner with the digital platform product management team to relay validated customer needs into the quarterly release cycle.
• Align with commercial leadership so platform value messaging supports contract renewal and expansion timing.

Organizational & Capability Development

• Build out the customer success function for the digital platform over time: start with Asset Genius, then extend coverage across the platform's other modules and service areas as they launch.
• Define account health metrics, value-realization playbooks, and escalation criteria for the function.
• Recruit, develop, and manage the professional services and deployment team as it grows.

Enterprise Impact

Under this role, digital customer engagement shifts from:

• Account-locked, ad hoc support 12 centralized, need-based professional services
• Data customers have but don't use 12 value customers can see, explain, and renew against
• Reactive account defense 12 proactive retention and expansion
• A single product focus on Asset Genius 12 customer success across the full digital platform

Account & Business Outcomes

• Improved renewal rates on digital platform-enabled accounts
• Increased expansion revenue within existing accounts
• Less idle, account-locked deployment headcount, redeployed to the accounts that need it
• Clear, defensible evidence of platform value at every account renewal cycle

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

Basic Qualifications:

• Bachelor's degree in business, healthcare administration, life sciences, or a related field required.

Preferred Qualifications:

• 10+ years of progressive leadership experience in customer success, account management, or operations within healthcare, biopharma, or laboratory services organizations.
• Demonstrated experience managing both field-based and back-office teams, for example service delivery, logistics, order processing, or business analysts, across a multi-site organization.
• Experience translating operational or utilization data into business value for enterprise life sciences customers at recurring account reviews.
• Experience building or scaling a customer success function within a fast-growing or scale-up environment.
• Familiarity with laboratory operations, scientific instrumentation, or inventory and consumables management is a plus.
• Comfortable operating with limited process in a function that is still being defined and will change as the platform's scope grows.

The annual compensation range for this full-time position is $180,000 to $220,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.