Position Overview:
We are seeking a strategic Senior Director of Commercial/Clinical Launch Excellence to join our growing team as we go to market and begin to scale commercial clinical adoption of flagship product to broader commercialization efforts. This is a fast-paced, multi-faceted role focused on commercial launch. The role is inclusive of both commercial operations and facets of the clinical trial registry, including:
- Developing customer relationships to drive successful achievement to obtain readiness to purchase and receive the medical device
- In conjunction with the Clinical Operations team, support site readiness for registry participation, support engagement for recruitment, and collaborate to remove barriers to site success.
- Build operational pathways to create efficient workstreams across and between partners and customer base.
Director of Commercial/Clinical Launch Excellence is nurturing and tough, quick-witted, nimble and patient. They must have excellent intuition for working with customers, knowing when to focus on technical, business, or clinical needs, have a command of data analysis, and be proactive. They are obsessed with documenting the details to facilitate team communication and delight in keeping everyone on the same page. Tech-savvy to build out operational infrastructure to scale, they must be smart with clinical and regulatory concepts, and articulate. They don’t need to know everything, but they must know someone who does–and find out. They assimilate and pass on, clarify, and counsel across all pre and post-go-live customer activity enabling a personalized and seamless end-to-end customer experience to drive completion of the HDE study.
Over time, this role will evolve, with the expectation that lessons learned from the pediatric study will be applied in partnership with the Chief Medical Officer, SVP of Commercial and Business Operations, VP of Regulatory Affairs, and VP of Clinical Operations as SeaStar expands to further clinical indications.
Responsibilities
For Pediatric Sites
- Develop and communicate a site engagement strategy plan in collaboration with Clinical Operations team and key internal stakeholders.
- Enable smooth procurement at each customer site, and develop product launch improvement processes related to procurement based on site experience/engagement intelligence
- Execute Site activation ensuring IRB and contract approvals, and all site training is completed prior to site activation
- Work closely with Clinical Operations on study progress and Site performance
- Perform project management duties such as defining schedules and resources, outlining meeting agendas, facilitating meetings, and tracking action items.
- Be a customer advocate by involving appropriate team members to help resolve any customer issues and escalations.
- Communicate effectively with internal and external project teams and management to understand customer needs, identify risks and solutions and drive customer satisfaction.
- Monitor, report, and drive key customer performance metrics.
Internally
- Architect and maintain customer facing experience touchpoint strategy, providing oversight to the creation of customer facing content.
- Facilitate customer feedback sessions, capturing action items and ensuring follow-up.
- Provide input on evolving commercial strategy and operational infrastructure investments.
- Evaluate and improve internal processes impacting supplier relationship and customer experience.
- Align people, processes, and technology to identify appropriate communication strategies required to support customers and their unique needs.
Qualifications
- B.S. Degree, Master’s Degree preferred
- Career history (10+ years) that illustrates your ability to come up quickly and execute on new, diverse domains
- Passion for designing customer-centric processes that scale
- Enjoys ‘getting their hands dirty’ by digging into complex operations
- Takes a high degree of ownership over their work
- Excels in a fast-paced environment
- Demonstrated ability to communicate effectively at all levels of management
- Strong leadership and change management skills including the ability to engage, motivate, and influence multiple business functions often with differing viewpoints to achieve business objectives
- Ability to make timely decisions in the absence of complete information and under tight deadlines and pressure
- Ability to look ahead and anticipate future opportunities and challenges
- Ability to balance complex priorities and competing stakeholder needs with composure