VP Professional Services, Study Experience

Location : Hybrid

Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week in accordance with Company policy.

About our Company :

Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating 25 years of ground-breaking technological innovation across more than 36,000 trials and 11 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million users trust Medidata's seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. Discover more at .

About the Team :

We are seeking a seasoned and strategic Vice President of Professional Services, Study Experience to lead our entire post-sale services organization. This executive role is responsible for the successful implementation, delivery, and overall service experience for all clients using our [products/services] to conduct their clinical studies.

You will be a "player-coach" leader, responsible for the P&L of the services division, the leadership and development of a high-performing global team, and the strategic vision for service delivery. The ideal candidate combines 15+ years of professional services leadership with deep, hands-on knowledge of the clinical study lifecycle. Your primary mission is to ensure that every client—from biotech startups to global pharma—has an exceptional "Study Experience" with our company, leading to successful study outcomes, high client satisfaction, and long-term partnerships.

Responsibilities :

1. Strategic Leadership & P&L Management

• Own the complete P&L for the Professional Services division, including revenue forecasting, margin optimization, operating budget, and resource utilization.
• Develop and execute a global services strategy that aligns with corporate goals, drives adoption of our solutions, and creates a scalable model for growth.
• Serve as a key member of the senior leadership team, providing insights on service delivery, client health, and product improvements based on client feedback.
• Define and track key performance indicators (KPIs) for the department, such as client satisfaction (CSAT), net promoter score (NPS), time-to-value, project profitability, and team engagement.

2. Team Leadership & People Management

• Lead, mentor, and inspire a multi-disciplinary team of [e.g., Project Managers, Implementation Specialists, Clinical Data Experts, Solutions Consultants, and Training Staff].
• Champion a culture of excellence, accountability, and deep domain expertise, ensuring the team is a trusted partner to our clients.
• Develop career paths, training programs, and mentorship opportunities to foster talent retention and professional growth.
• Structure and scale the organization effectively, managing resource allocation to meet the demands of a growing client base and complex study portfolios.

3. Service Delivery & Operational Excellence

• Oversee the end-to-end service delivery lifecycle, from pre-sale scoping and contracting to implementation, go-live, and post-production support.
• Standardize and optimize service methodologies, processes, and best practices to ensure consistent, high-quality, and efficient delivery for all studies.
• Act as the executive escalation point for critical client issues, personally engaging with C-level stakeholders to navigate challenges and ensure successful resolutions.
• Partner closely with Sales and Business Development to scope new opportunities, ensure service proposals are accurate, and facilitate seamless client handoffs.

4. Clinical Study & Domain Expertise

• Serve as the executive subject matter expert on the clinical study lifecycle, from protocol design and study startup to data management, analysis, and close-out.
• Ensure all service delivery processes are fully compliant with global regulations, including GCP, ICH, HIPAA, and 21 CFR Part 11.
• Provide strategic guidance to clients on best practices for using our [platform/service] to achieve their study milestones and data quality objectives.
• Collaborate with Product Management and R&D, acting as the "voice of the client" to inform the product roadmap and improve the overall study experience.

Qualifications :

• Experience: A minimum of 15 years of progressive experience in professional services, client services, or clinical operations within the life sciences industry (e.g., at a CRO, eClinical/SaaS vendor, Pharma, or Biotech).
• People Management: 10+ years of direct people management experience, with a proven track record of building, scaling, and leading high-performing teams of 20+.
• Clinical Study Knowledge: Deep, expert-level understanding of the clinical trial process (Phases I-IV), clinical data management, regulatory affairs, and the overall drug development lifecycle. Must be fluent in GCP and other relevant regulations.
• P&L Ownership: Demonstrated experience managing a services P&L, including forecasting, budgeting, and driving revenue and margin targets.
• Executive Presence: Exceptional communication, presentation, and interpersonal skills. Comfortable engaging with and influencing stakeholders at all levels, from technical teams to C-suite executives.

• Education: Bachelor's degree in a relevant field (Life Sciences, Business, Health Informatics, Computer Science).

• Advanced Degree: An MBA or Master's degree in a scientific or healthcare-related field is highly preferred.
• Technology: Hands-on experience with eClinical systems (e.g., EDC, eCOA, RTSM, CTMS) is a significant asset.
• Global Experience: Experience managing global teams and delivering services to clients in major markets (North America, Europe, APAC).
• Change Management: Proven ability to drive organizational change and scale operations in a high-growth environment.

As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location. 

• The salary range for positions that will be physically based in the NYC Metro Area is to $216,00 to $288,000
• The salary range for positions that will be physically based in the California Bay Area is to $227,250 to $303,000.
• The salary range for positions that will be physically based in the Boston Metro Area is to $212,250 to $283,000.
• The salary range for positions that will be physically based in Texas or Ohio is to $189,750 to $253,000.
• The salary range for positions that will be physically based in all other locations within the United States is $193,500 to $258,000.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, dental, life and disability insurance; 401(k) matching; flexible paid time off; and 10 paid holidays per year.

Equal Employment Opportunity :

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Applications will be accepted on an ongoing basis until the position is filled.

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