Sr Director, Client Delivery D&I Solutions

WCG delivers transformational solutions that accelerate clinical research and advance human health. We serve the experts, innovators, and pathfinders on the frontlines of science and medicine—empowering them to develop breakthrough therapies while ensuring the risks of progress never outweigh the value of human life. Together, we stimulate growth, maximize efficiency, and shape the future of clinical trials.

At WCG, we invest in our people because you are the driving force behind our mission. When you grow, our impact grows. When you thrive, research accelerates. We empower you to build a meaningful career while advancing the work that improves lives.

What we offer:

Comprehensive health and financial protection – Medical, dental, vision, life and disability insurance, 401(k) with company match, and flexible spending accounts
Resources that support your whole life – Employee assistance programs and work/life balance tools
Investment in your growth – Referral bonuses, tuition reimbursement, on-the-job training, certification assistance, and continuing education support
Time to recharge – Paid holidays, vacation, and sick time
Pathways forward – Career development opportunities across One WCG

We practice transparency in everything we do, including compensation. The salary range for this position reflects our commitment to fair, competitive pay based on your qualifications, experience, skills, education, and location. Together, we'll find the right fit for your expertise and our shared mission.

The Senior Director, Client Delivery Data & Insights (D&I) Solutions, is responsible to ensure a seamless and consistent experience for clients at every touchpoint, driving client satisfaction, retention, and growth through proactive relationship management, strategic planning, recognized subject matter expertise in data and analytics, and operational excellence across the Data & Insights teams. A key component of this role is to work effectively across functional verticals by partnering effectively with Business Development, Data & Insights internal teams, and more.  This position drives the execution of post-sale client success strategies, aligns client and company objectives, and delivers measurable value and long-term partnership success.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The accountabilities listed below are representative of the knowledge, skills, and/or ability required.

Leadership & Strategy

• Develops and executes a scalable client success strategy aligned with company goals and client needs.
• Leads and develops the client-facing marketing/operations function supporting Data & Insights.  Develops and owns the annual business plan and operating priorities for the client experience, marketing, and operations activities supporting Data & Insights, ensuring alignment with functional and divisional strategy.
• Directs the resolution of highly complex or unusual business problems spanning client experience, marketing, and operations, and negotiates priorities and resourcing with senior leaders across the business.
• Defines and tracks performance metrics related to key client satisfaction, retention, expansion, engagement, general support ticket resolution and help desk satisfaction, and overall client experience net promoter scores.

• Analyzes client needs and market insights and presents them to internal teams to shape overall strategy and roadmap priorities.

Client Relationship Management

• Serves as an executive sponsor for strategic accounts, ensuring alignment between client objectives and organizational capabilities.
• Builds trusted relationships with senior client stakeholders, acting as a strategic advisor, subject matter expert, and advocate.
• Oversees the development and execution of client experience and success plans, participates in renewal strategies, and ensures risk mitigation efforts.
• Identifies opportunities for account expansion and ensures clients receive timely, effective guidance through all support channels.
  
  

Operational Excellence

• Standardizes and implement strategic best practices, tools, and processes for all client experience functions, including support and help desk operations and strategic account management, to streamline Client Experience operations and achieve scalability.
• Partner with Sales, Product, Operations, and other teams to ensure seamless service delivery and client experience in utilizing our technical tools and platforms.

• Direct the marketing and operations activities for Data & Insights through the Marketing & Operations Director, including go-to-market messaging, client communications, collateral, event support, and operational reporting.

• Analyzes client feedback, market trends, performance data, and support metrics to inform continuous improvement, proactively address risks, and drive innovation.
• Ensures performance metrics are clearly defined and met, including KPIs related to support ticket resolution, help desk satisfaction, and overall client experience scores.
  
  

Growth & Value Delivery

• Identifies opportunities for account expansion and cross-selling in collaboration with Business Development and Strategic Alliance partners.
• Supports Business Development with customer solutioning, proposals, and other BD-supporting activities.
• Ensures clients realize the full value of our solutions, driving adoption, satisfaction, and measurable outcomes.
• Represents the voice of the customer in internal planning and product development discussions.
  
  

Subject Matter Expertise – Data & Insights

• Serves as the organization’s senior subject matter expert (SME) for the Data & Insights portfolio, including clinical trial data, real-world data (RWD), data standards, analytics products, dashboards, and reporting solutions.
• Acts as an embedded member of the Data & Insights team — participating in team planning, solution design reviews, and data quality discussions — and translate analytic capabilities into client-facing value propositions.
• Leads client-facing technical discussions, data demonstrations, and solution walkthroughs; interpret analytic outputs and methodology for both technical and executive audiences.
• Advises Business Development and clients on data feasibility, study design analytics, data sourcing and linkage, and appropriate use of WCG data assets.
• Provides analytic thought leadership and mentoring to Data & Insights staff and client-facing teams; build internal SME capability through training and knowledge-sharing.
• Partners with Data Engineering, Data Science, and Product teams to shape the analytics roadmap based on client needs, market trends, and emerging data/AI capabilities.
• Maintains current expertise in data governance, privacy (HIPAA/GDPR), data compliance, and FDA regulations as they relate to research data and analytics.

EDUCATION REQUIREMENTS:

• Bachelor’s degree is required
• Advanced degree (MBA, MPH, MS) preferred

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:

• Current CIP, PMP, CSPO certification(s) preferred

QUALIFICATIONS/EXPERIENCE:

• 8+ years of experience in business development support, commercial operations, account management, or client experience, with at least 5 years in a leadership role
• Demonstrated subject matter expertise in clinical trial and healthcare data (clinical trial data, RWD/RWE, EHR/claims, data standards such as CDISC), with the ability to serve as the recognized SME for the Data Insights team

• Hands-on familiarity with analytics and BI tools and concepts (e.g., SQL, Power BI/Tableau, statistical or data science methods) sufficient to lead technical discussions and evaluate analytic deliverables
• Experience translating complex analytic findings into clear business recommendations for senior client stakeholders
• Experience supporting data-driven solutioning, proposals, and feasibility assessments in a data/analytics or technology-enabled services environment

• Proven success managing strategic accounts and leading high-performing teams

• Experience directly managing senior individual contributors and/or director-level staff across client-facing, marketing, and/or operations functions

• Strong executive presence, communication, and relationship-building skills
• Data-driven mindset with experience using CRM and client success platforms
• Innovative, creative thought leader who consistently looks for opportunities to excel
• Strong problem-solving skills in anticipating, identifying and resolving potential client issues
• Ability to set priorities and manage time effectively
• Knowledge of FDA regulations as they relate to research
• Advanced knowledge of Microsoft Word, Excel, Outlook, Databases and Adobe

SUPERVISORY RESPONSIBILITIES:  Overall responsibility of management including direction, coordination, performance, and evaluation of the assigned team and staff. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

TRAVEL REQUIREMENTS:  5-10%

WCG is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment based on merit and without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender expression, gender identity, age, marital status, pregnancy, family or parental status, disability, genetic information, citizenship, veteran status, or any other legally recognized basis or status protected by federal, state, or local law. WCG complies with the Vietnam Era Veterans' Readjustment Act and Section 503 of the Rehabilitation Act. We promote a "One WCG" culture where all are welcome, respected, valued, and empowered to make a difference every day to advance clinical research.