The Senior Manager, Global Transparency will be responsible for all aspects of product delivery, including customer success, support and professional services for the transparency product. The Senior Manager, Global Transparency is responsible for successful achievement of all reporting metrics and deadlines across customers.
Requirements
- Maintain deep, current expertise in U.S. and global life sciences compliance requirements related to transparency reporting
- Serve as the primary compliance advisor for transparency customers, providing guidance on regulatory interpretation, risk mitigation, and industry benchmarking
- Anticipate compliance trends, emerging regulations, and evolving industry expectations; translate updates into actionable internal recommendations
- Maintain a deep understanding of the product; ensure comprehensive understanding of all product changes and how the changes impact customers, data and projects
- Oversee the provision of customer support and professional services
- Actively engage in building a strong relationship with customers; listen to customer needs and complaints and act quickly to identify solutions; share all feedback with team management and Account Management teams
- Seek input and feedback from Implementation, Account Lead and Professional Services team members about customer experience, support matters, accomplishments and challenges; communicate regularly with Account Management team, providing updates on customer feedback, issues and project status
- Serve as initial escalation point for team management and customers to address support, service and product issues
- Ensure successful achievement of all reporting metrics and deadlines across customers; establish KPIs to track and report on progress; utilize project management tools to facilitate accurate tracking of progress and identification of risks.
- Work closely with team management to design and document procedures for supporting products; assist with regular training on procedures
- Collect feedback from team members and customers and identify solutions or opportunities for improvement in products and services; share information with management and Account Managers
- Actively engage in sales and marketing efforts to support sales to existing and new customers through participation in industry conferences, sales meetings and other networking initiatives
- Serve as member of product operations leadership team
Benefits
- Merit-based compensation
- Work from anywhere
- Unlimited PTO (Paid Time Off)
- Paid Holidays and Sick Leave
- 401k+ Match
- Comprehensive health, dental, and vision insurance
- Paid Parental Leave
- Health and wellness perks
