Field Director leading National Account Managers for IQVIA's clients in Managed Markets. Responsible for strategic initiatives and client relations in healthcare and biotech sectors.
About the role
- Senior Director of Customer Excellence in India responsible for building a new center. Leading operations and ensuring excellence in customer success functions.
Responsibilities
- Build and scale the India CE Center of Excellence.
- Develop a unified CoE strategy.
- Establish the operating model, org structure, workflows, and governance.
- Serve as a peer and strategic partner to global CE leaders.
- Act as both an innovation partner and a service provider.
- Drive measurable improvements in key performance indicators.
- Build and scale customer-facing and customer-enabling capabilities.
- Hire, onboard, and develop a high-performing team.
- Foster a culture of ownership, collaboration, low ego, self-awareness, and continuous improvement.
- Partner with HR, Recruiting, and Facilities to attract world-class talent.
Requirements
- 15+ years of leadership experience across Customer Success, Technical Support, Professional Services, or Customer Operations in SaaS or technology companies.
- Experience contributing to or helping build global capability centers in India.
- A balanced strategic + operational skillset.
- Exceptional communication skills.
- Evidence of building high-performing, engaged teams.
- Deep understanding of customer lifecycle motions, digital success, automation, workflows, and scaled operations.
- Experience with customer systems and workflows (Salesforce, Service Cloud, Zendesk, Gainsight, etc.)
- Bachelor’s degree required; advanced degree preferred.
- Willingness and ability to travel internationally.
Benefits
- Competitive salary
- Flexible working hours
- Professional development opportunities
- Employee stock purchase plan
- Wellness programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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