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Program Director - Global CRM Platform

Core Responsibilities:

As a Program Director, you are the voice of our products and will be responsible for the partnership between Us and its key global clients. You need to be technologically savvy with significant experience in implementing CRM systems (preferably Microsoft Dynamics or Salesforce) across multiple countries. Work history in life sciences industry is an asset.

The role will work directly with our global clients in Japan to understand specific requirements and customer situations, and aid in defining world class solutions that will wow our clients and users and ensure success. You will achieve these by owning the overall product implementation with a full lifecycle approach, that is, Understanding customer situation, Solutioning, Implementation Planning and Estimations and Overall Program Delivery.

Location: This position will be based out of Japan and will involve travel up to 40% of the time (when possible).

The Job entails the following but not limited to:

  • CRM opportunity sizing, planning and estimations in terms of all aspects of implementation

  • Overall responsibility of Implementation of CRM.

  • Own the scope, timelines and overall quality of delivery.

  • Prepare Statement of Work (SOW)

  • Work closely with implementation partners, defining mutual responsibilities

  • Anticipate Program issues and proactively plan for remediation's.

  • Provide status updates for all outstanding issues at a regular basis with customer and internal stakeholders. Prepare status decks, drive customer meetings and set continuous customer expectations.

  • Strong understanding of SDLC, Agile Methodology

  • Manage escalations related to various issues like product deployment and roadmap readiness, testing, bugs etc. while maintaining high trust levels with the customer

  • Work with the clients to define goals for ongoing support. Monitor and ensure timely closure of support tickets, meeting of SLAs delivered through own or partner teams. Own the SLAs

  • Provide input to product roadmaps based on common customer challenges and opportunities

  • Manage successful client renewal process in collaboration with Business Development

Core Skills and Requirements:

  • Education: Graduate or Post Graduate preferably with MBA or a foreign equivalent

  • Experience: This position requires at-least 12 -15 years of experience in a related position with a Bachelor’s Degree or equivalent in Marketing, Communication

  • Willingness to work in an Onsite-Offshore model

  • Must have strong written and oral communication / presentation skills

  • Understanding of Life Sciences Sales CRM ecosystem and sales processes

  • Hands-on attitude, strong application development, SDLC, Agile Methodology experience

  • Understanding of data architecture and experience in data integrations and migrations with 3rd party applications.

  • Ability to set and deliver on priorities and deal with a degree of ambiguity

  • Record of successful delivery of application development, multi-country rollout with clients

  • Advocate customer needs. Work with internal teams to deliver customer priorities.

  • Excellent work ethic and experience of leading large complex, onsite-offshore teams

  • Experience with working with external, third-party vendors is a plus

  • Self-motivated, team-oriented, responsible and focused on exceeding client expectations

  • Willingness to travel to customer sites in Japan

  • Fluent in Japanese and English (Business)

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