ABOUT WCG: WCG’s clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.

WHY WE LOVE WCG: At WCG, our employees are our most valuable asset, and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health to help make the most of their future.

• Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
• Employee Assistance Programs and additional work/life resources
• Referral Bonuses and Tuition Reimbursement
• Flexible PTO
• Volunteer Time Off to benefit the community
• Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement

The expected base salary range for this position is $121,770-$203,500. This salary range may vary based on the candidate’s qualifications, experience, skills, education, and geographic location.

JOB SUMMARY: The Senior Director, Client Experience is responsible for managing and delivering positive client outcomes across the Client Success & Partnership and Client Support Services teams. This role ensures a seamless and consistent experience for clients at every touchpoint, driving client satisfaction, retention, and growth through proactive relationship management, strategic planning, and operational excellence. A key component of this role is to work effectively across WCG to support primarily IRB services, but also partners with Operations, Business Development, and Strategic Alliances teams across the WCG portfolio.

As a senior leader, you will drive the execution of post-sale client success strategies, align client and company objectives, and deliver 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 requirements listed below are representative of the knowledge, skills, and/or ability required.

Leadership & Strategy

• Develop and execute a scalable client success strategy aligned with company goals and client needs.
• Lead and mentor a team of client-facing professionals, fostering a culture of accountability, empathy, and excellence, and conducting regular coaching and development.
• Define and track 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.

Client Relationship Management

• Serve as an executive sponsor for strategic accounts, ensuring alignment between client objectives and organizational capabilities. Oversee Client Experience teams to deliver unified and exceptional service.
• Build trusted relationships with senior client stakeholders, acting as a strategic advisor and advocate.
• Oversee the development and execution of client experience and success plans, participate in renewal strategies, and ensure risk mitigation efforts.
• Identify opportunities for account expansion and ensure clients receive timely, effective guidance through all support channels.

Operational Excellence

• Standardize 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.
• Analyze client feedback, market trends, performance data, and support metrics to inform continuous improvement, proactively address risks, and drive innovation.
• Ensure 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

• Identify opportunities for account expansion and cross-selling in collaboration with Business Development and Strategic Alliance partners.
• Ensure clients realize the full value of our solutions, driving adoption, satisfaction, and measurable outcomes.
• Represent the voice of the customer in internal planning and product development discussions.

Other

• Participate in webinars and podcasts as appropriate to share expertise with clients and others.
• Other duties as assigned by supervisor, which may occasionally be unrelated to the position described here.
• Attendance and punctuality are essential functions of the position.

EDUCATION REQUIREMENTS: Bachelor’s degree or higher is required.

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS: Maintain current certifications.

QUALIFICATIONS/EXPERIENCE:

• 7-10 years of experience in business development support, commercial operations, account management, or client experience, with at least 5 years in a leadership role.
• Experience managing client support and help desk operations in addition to client success/account management roles.
• Experience in healthcare, clinical research, life sciences, or a similarly complex, regulated industry preferred.
• Bachelor’s degree required; advanced degree (MBA, MPH, MS) preferred.
• Proven success managing strategic accounts and leading high-performing teams.
• Strong executive presence, communication, and relationship-building skills.
• Advanced knowledge IRB Operations workflow and study submission process preferred.
• 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.
• Must be able to maintain confidentiality.
• Knowledge of FDA regulations as they relate to research.
• Advanced knowledge of Microsoft Word, Excel, Outlook, Databases and Adobe.

SUPERVISORY RESPONSIBILITIES: Directly or indirectly supervises teams responsible for Client Success, Client Support, and Help Desk functions. May lead others in a project capacity to meet client needs.

TRAVEL REQUIREMENTS:   

Physical and Sensory Requirements: The physical and sensory requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be offered to individuals with disabilities to assist in performing the essential functions of the position. Work activities involve light to moderate physical effort (for example, sitting in one place for extended periods of time, standing, walking, bending, lifting lightweight objects, intermittent to sustained periods of keyboarding).  Majority of time is spent in a seated position with frequent opportunity to move about at will.  Activities require a variety of easy muscle movements.  Work activities involve a frequent need to concentrate on a variety of sensory inputs for moderate to lengthy durations at a time requiring diligence and attention to interpret effectively.  There will be a need to attend to single or simultaneous tasks where accuracy of details is important.  The need for detailed and precise work is high.