Location: This is a hybrid remote/in-office role.
About the Team:
The
Senior Director, Platform Delivery at Medidata serves as the ultimate champion for the customer at the services level. The core mission is to shift the delivery paradigm from fragmented, product-specific interactions to a
unified platform-level experience (the Medidata Clinical Cloud). By unifying the Professional Services, Implementation, and Center of Excellence (COE) teams, this leader ensures clients maximize the holistic value of their tech investment, driving long-term retention, platform adoption, and operational excellence. Leading our Multi-Product Enterprise Agreement (EA) Platform Delivery Strategy across one or more accounts. As the ultimate owner of multi-product platform delivery, you will manage large-scale governance structures, build out specialized Centers of Excellence (COE), and act as a true peer to Sales, Product, and Engineering to ensure long-term customer health, adoption, and account expansion.
Responsibilities:
Holistic Customer Ownership (Services Level)
- Unified Delivery Voice: Serve as the escalation point and strategic partner for key accounts, ensuring a seamless journey from post-sales implementation to ongoing lifecycle management.
- Value Realization: Shift the services relationship from tactical troubleshooting to strategic partnership, focusing on clinical trial optimization, faster study build times, and ROI.
- Cross-Functional Alignment: Bridge the gap between Sales, Product/R&D, and Customer Success to ensure client feedback directly shapes the Medidata product roadmap.
Platform-Level Delivery Paradigm
- De-silo the Experience: Eradicate the "individual product" approach (e.g., treating Rave EDC, RTSM, and eCOA as disconnected silos). Implement a delivery framework that presents Medidata as an interconnected ecosystem.
- Integrated Solutions Architecture: Ensure implementation blueprints treat data as a continuous stream across the clinical trial lifecycle, optimizing workflows for sponsors and CROs rather than configuring isolated modules.
Driving the COE & Implementation Teams
- Scale the Center of Excellence (COE): Transform the COE into a powerhouse for global best practices, standardizing study build configurations, reusable templates, and governance models that accelerate time-to-live.
- High-Performance Execution: Lead and mentor a high-caliber implementation team, optimizing resource allocation, utilization rates, and delivery speed without sacrificing quality or regulatory compliance.
- Change Management: Champion internal and external change management to help clients adopt modern, decentralized, or hybrid clinical trial designs enabled by the platform.
Deep Product & Domain Fluency
- Technical Credibility: Maintain a strong conceptual and operational understanding of Medidata's core architecture, APIs, and data integrations.
- Industry Expert: Combine product knowledge with deep life sciences/clinical trials domain expertise to speak the language of clinical operations executives, ensuring data integrity, compliance (FDA, GCP), and security are baked into every services engagement.
Success Metrics (KPIs) - Objective: Key Performance Indicators (KPIs)
- Client Success & Retention: Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Net Promoter Score (NPS / CSAT).
- Platform Adoption: Multi-product attachment rates; percentage of clients utilizing the unified data platform vs. single-point solutions.
- Operational Efficiency: Time-to-Live (TTL) for study builds, services margin/profitability, and COE template utilization rates.
The Bottom Line: This role is not about managing software deployment; it is about leading a cultural and operational transformation that positions Medidata Services as an indispensable strategic asset, unlocking the full clinical and financial potential of the Medidata platform for global clients.
Qualifications:
- Experience Level: 10+ years of leadership experience within clinical trials life sciences operational delivery, including clinical technology deployment and or adoption dealing with complex customer delivery programs Director or Senior Director level.
- Organizational Transformation: Demonstrated experience turning fragmented, reactive operations into structured, scalable frameworks.
- Matrix Leadership: Experience managing complex delivery teams consisting of Program/Project Managers, Specialised delivery teams globally, including customer facing governance leadership.
- Executive Presence: Outstanding stakeholder management skills with the ability to influence C-suite clients and internal product/sales peers.
As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.
• The salary range for positions that will be physically based in the
NYC Metro Area is 135,000 -180,000.
• The salary range for positions that will be physically based in
all other locations within the United States is 120,750 - 161,000.
Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides benefits, including medical, dental, life and disability insurance, 401(k) matching, family leave, flexible paid time off; and 10 paid holidays per year.
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Note: Please be on the lookout for job scams. Medidata recruiters will never ask applicants for monetary compensation, credit card, or banking details.
We will accept applications on an ongoing basis until we fill the position.
