Senior Manager, Global Transparency

Role Overview

• Reporting directly to the Director, Transparency Operations & Customer Success, 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.
• 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

Requirements

• A bachelor’s degree
• A minimum of 5 years of experience working in or with life sciences companies in at least one of the following areas:
• commercial compliance, sales/commercial operations, or aggregate spend/transparency reporting
• Alternatively, candidates may have significant technical or customer support experience to qualify
• Priority will be given to candidates with one or more of the following:
• Knowledge of the various U.S. laws and codes related to life sciences sales and marketing practices
• Knowledge of the various global laws and codes related to life sciences sales and marketing practices
• Experience in business/customer-facing role and customer support
• Project management experience

Benefits

• Merit-based compensation – Competitive base salary plus bonus
• Work from anywhere – Roles are open to candidates located anywhere in the US (United States)
• Unlimited PTO (Paid Time Off), including Paid Holidays and Sick Leave
• 401k+ Match
• Comprehensive health, dental, and vision insurance
• Paid Parental Leave
• Health and wellness perks including life & disability insurance, healthcare funding options like FSAs (Flexible Spending Accounts) and HSAs (Health Savings Account), Dependent Care, an EAP (Employee Assistance Program) program, discounts, Learning and Development