Description VP, RWD Client Engagement
Norstella | Real World Data
About the Role The VP, Client Engagement is the owner of the RWD client experience. This leader is a senior point of contact for client relationships across the full lifecycle - from onboarding through recurring delivery and renewal. They will lead a client-facing organization focused on delivering high quality data deliverables and support to life sciences customers.
This is a builder and operator role. The right candidate brings deep RWD domain expertise, a track record of leading high-performing client teams, and the creative thinking to help clients unlock value from complex datasets. They will set the standard for how RWD engages its clients.
What You'll Own Client Relationships & Executive Partnership - Serve as the senior executive owner of RWD client relationships, maintaining deep engagement with key accounts across the full lifecycle.
- Represent RWD credibly at the executive level with pharma and biotech clients - from commercial and HEOR leads to data science teams and C-suite stakeholders.
- Anticipate and address client concerns proactively; bring a solutions orientation to complex data and delivery challenges.
- Partner with internal leaders across delivery, product, and technology to ensure client commitments are met and client feedback shapes operations.
Client Support & Satisfaction - Build and lead a client support function responsible for proactive lifecycle check-ins, CSAT/NPS tracking, and steady-state account management.
- Establish client satisfaction measurement practices; create feedback loops that connect client outcomes to internal delivery and product decisions.
- Define account tiering and coverage models
- Drive accurate specifications upfront to ensure value realization for clients
Client-Facing Data Delivery - Oversee the client-facing data delivery team, orienting their work toward client outcomes - earlier validation, cleaner handoffs, and fewer spec-to-delivery gaps.
Team Development & Mentorship - Mentor and develop client-facing team members, building RWD domain expertise throughout the function.
- Coach team members on executive presence, relationship management, and scientific communication.
- Build a culture of accountability to client outcomes - where team members own results, not just activities.
What We're Looking For Experience - 10-15+ years in client-facing roles in real world data, life sciences data, or healthcare analytics - consulting, client success, engagement management, or strategic account leadership.
- Proven track record owning complex, multi-deliverable client relationships with pharmaceutical or biotech clients.
- Experience building or significantly scaling a client-facing function - hiring, org design, process and standards establishment.
- Demonstrated ability to lead and mentor client-facing teams with heavy analytical or scientific content.
Domain Knowledge - Deep fluency in real world data: claims data, EHR/EMR, NLP-extracted clinical data, study design concepts.
- Ability to engage credibly with client data scientists, HEOR leads, and medical affairs teams on methodology questions.
- Familiarity with data subscription and recurring data delivery models preferred.
- Understanding of data quality concepts and QC practices in an RWD context.
Leadership & Ways of Working - Solutions-oriented and calm under pressure with senior pharma stakeholders - finds paths forward when data limitations, delivery constraints, or client expectations create tension.
- Creative problem-solver with an ability to apply RWD expertise to novel client questions.
- Data-driven: uses metrics to diagnose problems and track progress.
- Builder mindset: comfortable with ambiguity and creating structure.
- Direct communicator: gives clients and internal partners honest, actionable assessments.
- Strong cross-functional influencer - able to shape delivery, product, and technology decisions in service of client outcomes.
Reporting & Location Reports to the General Manager, Real World Data.
Location: Remote-friendly; travel expected for key client relationships and team engagement (10-20%).
Benefits:- Medical and Prescription Drug Benefits
- Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)
- Dental & Vision Benefits
- Basic Life and AD&D Benefits
- 401k Retirement Plan with Company Match
- Company Paid Short & Long-Term Disability
- Paid Parental Leave
- Paid Time Off & Company Holidays
