Manager, Product Operations & Enablement
Overview:
As our Operations & Enablement Manager, you will be managing support efforts on behalf of our product portfolio team, monitoring daily business operations, expediating the flow of information, facilitating alignment across teams, and delegating activities to teams within the Software/IT and Sales departments.
You will manage communications coordination, calendaring, preparing meeting content upon request, travel arrangements, and other various project management duties. You will align the goals of our Product Portfolio team with those of our internal and external partners, maximizing the value we transfer to each other. You will be in the center of a hexagon, moving information among internal and external expert stakeholders: Certara Business Leaders, Product Leaders, Customer Success, Sales Account Managers, Sales Enablement, and Operations; and also client-side department heads, IT administrators, and procurement.
Your challenge is to optimize the tradeoffs between each stakeholder’s respective goals: help P21 land new clients and expand the scope of current contracts by communicating effectively with both internal and external leaders to better understand customer needs, maximize retention and growth, and share learnings.
Responsibilities:
Advocate & Communicator: Move key info between our teams.
- Partner with sales, customer success, and sales operations teams to build relationships and ensure issues are resolved and actions are actioned
- Gather research on each client extensively prior to meetings, documenting your findings within a system and triaging which questions we should ask next.
- Document all discussions with pre-call agenda, post-call notes/minutes, and tickets to track bugs, feature ideas, or information requests; triage the resulting action steps based on client account size, urgency, and solution scalability.
- Drive engagement and operational excellence, aid in the translation of product growth strategy into tactical execution, and maintain summaries of status/progress
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
Account Manager: Escort clients along their journey with us.
- Be a representative of the Product team to the client during sales efforts including handling new leads and expanding services for existing clients.
- Build professional client relationships, facilitating online meetings and offline emails; follow or create scripts for standard steps in the client journey.
- Facilitate coordination of information gathering needed for preparing pricing tables and statements of work, handling contract renewals
- Ensure clients move through the admin steps surrounding the transition from pre-sale opportunities to hand-off to customer success in tandem with our Implementation Managers and Technical Operations Teams; provide ongoing support for all clients, and extra care for those who are new and/or at-risk. Note: Some of this extra care involves working beyond or outside of normal hours for clients who have emergencies, operate overseas, or require off-hours system maintenance.
Product Evangelist: Educate clients and internal teams about our solutions.
- Study our documentation and experiment in our testing environments to learn our selling points and the differences between versions and Tiers, so you are able to clearly summarize the high-level benefits of our software solutions.
- Route clients through our knowledge libraries to circulate our marketing, training, and informational content, generating excitement and preempting FAQs.
- Lure clients onto the latest version of our software by negotiating for their IT resources and articulating our value propositions. Note: One challenge of your role will be to help clients time their upgrades amidst uncertain or delayed release schedules.
Qualifications:
Must
- High tolerance for ambiguity, low tolerance for mess; able to create order out of chaos, attend to details, and push quality higher; smooth and exact in communicating, writing, presenting, and facilitating
- Highly adaptable, able to shift from calming “bedside manner” to exuberant sales-mode to calculating negotiator
- Unwavering integrity, discretion, and professionalism in handling confidential information as you are dealing with senior leadership inside and outside the company
- Driven to deliver by being self-motivated, creative, and adaptable.
- Curious about our clients and products, cautious with our brand and industry goodwill, conscientious in follow-through
- Willing to learn and serve, flexible in adapting to rapid organizational change, receptive of constructive criticism
- Thick skin in being able to take heat from clients and business leaders when things go wrong outside of your control, unafraid to ask (and re-ask) team members to deliver on their promises
- Service-obsessed, motivated to go above and beyond to assist clients, able to gain client trust as an advisor while also furthering our company goals
- Relentlessly resourceful and discerning in solving problems independently vs. seeking help from others; brave yet humble in working across multi-disciplinary teams where each person is more of an expert than you in their chosen field
Plus
- Skill in exerting influence (even on company leaders, founders, and partners) without leverage or managerial authority
- Education or qualifications relating to business, programming, data science, health sciences, medical writing, customer support, project management, or corporate communications
- Experience working for a software-as-a-service (SaaS) vendor, clinical laboratory, pharmaceutical company, or Contract Research Organization (CRO), specifically in functions supporting Clinical Data Management, Biostatistics, or CDISC data submissions