Sr. Director, Enterprise Client Success Position SummaryThe Sr. Director, Enterprise Client Success, is responsible for the strategy and quality delivery of client onboarding, contract fulfillment, and ongoing client support. This role is built for a foundational architect who can dive deep into our current operations, break down silos, and build a unified, highly efficient enterprise-wide delivery engine.
This leader is a connector across the organization, recognizing all the various players across multiple functions required to come together and deliver on our client promise. With strong process optimization skills and adept at stakeholder influence, the Sr. Director will drive continuous improvement, identifying redundancies, optimizing workflows, and establishing an institutionalized standard for client delivery and success. Regardless of therapeutic area or contract size, under their leadership, every Amplity client will experience our uncompromisingly high standards of execution.
ResponsibilitiesDuties and strategic objectives for this role include, but are not limited to, the following:
Process Engineering & Strategic Alignment- Operational Partnership: Partner closely with Client Program leaders and the new business development team to proactively address field operational needs and drive deeper Client Engagement.
- Client Engagement Framework: Establish and manage a standardized Client Engagement Framework (or Client Success Protocol) designed to optimize both internal team workflows and external client relationships.
- Cross-Functional Optimization: Work collaboratively with cross-functional teams (including IT, Contracting, Human Resources, and Marketing) to source, deploy, and drive adoption of the latest operational tools, streamlined processes, and industry best practices.
- Role Alignment & Efficiency: Audit and deeply understand the distinct responsibilities of the Project Management, Operations and Delivery teams across our platform and integrated capabilities to eliminate friction, overlap, and operational bottlenecks.
Leadership, Playbooks & Governance- Operational Leadership: Provide direct management and mentorship to Project Management team and provide mentorship to Operations leaders. Act as the bridge between these teams and Program Leadership to ensure the Voice-of-the-Client (VoC) remains central to every operational decision.
- Playbook Development: Author, design, and deploy a comprehensive, company-wide "Ways of Working" Playbook that clearly codifies roles, communication cadence, hand-off protocols, and accountability tracking.
- Metrics & Accountability: Optimize the use of project metrics, Service Level Agreements (SLAs), and key performance indicators (KPIs) to drive continuous team accountability and standardize performance across all accounts.
Continuous Improvement & Value Creation- Continuous Improvement Projects: Lead and actively participate in ad-hoc strategic projects aimed at improving Amplity's internal operational efficiencies and deepening our strategic value and retention with our clients.
- Departmental Agility: Execute other operational duties as applicable to assigned client projects or evolving departmental and enterprise needs, including supporting rapid issue resolution, adapting processes to shifting client priorities, coordinating cross-functional responses to emerging business requirements, and ensuring operational plans remain scalable, practical, and aligned with Amplity's broader commercial objectives.
Qualifications & Skills- Education: Bachelor's degree or equivalent work experience required; PMP or Six Sigma Certification is preferred.
- Experience: 10+ years of progressive leadership experience in Commercial Operations, Sales Force Effectiveness (SFE), or Project Management within the pharmaceutical, biotech, or contract commercial operations (CSO/CCO) space.
- Process Mastery: Proven track record of successfully re-engineering operations from the ground up, preferably utilizing Six Sigma, Lean, or similar structured continuous improvement methodologies to build organizational accountability.
- Analytical Rigor: High proficiency in data manipulation and assessing operational capacity models to balance workloads across complex project portfolios.
- Influencing & Communication: Exceptional stakeholder management skills with the ability to influence cross-functional teams, challenge the status quo gently but directly, and drive alignment behind a unified vision.
ValuesThese are our company's EPIIC Values that we expect all potential employees to embody as these values strongly underpin our culture:
- Excellence
- Passion
- Integrity
- Innovation
- Collaboration
