Role Summary
The Director, EU Services is a senior, customer-facing leader who owns the full post‑sale journey for Kivo’s European customer portfolio. The primary focus of this role is driving customer outcomes, retention, and expansion through proactive success management—complemented by hands‑on platform implementation expertise and responsive technical support. You will build deep, trusted relationships with EU‑based life‑sciences customers, serve as their strategic partner throughout their time with Kivo, and lead implementations that set customers up for long‑term success. This role thrives at the intersection of strategic account management and operational delivery in regulated environments. While primarily EU‑focused, the role may require occasional time‑shifting to support US‑based implementation projects.
- Location: UK
- Function: Professional Services
- Reports to: Head of Services
Customer Success
- Own account health: Manage a portfolio of EU accounts as the primary strategic point of contact post‑implementation: lead QBRs, conduct regular health‑check calls, track adoption metrics, and proactively identify and mitigate risk.
- Drive outcomes and expansion: Build and maintain tailored success plans aligned to each customer’s business goals; partner with Sales to identify, qualify, and advance expansion and upsell opportunities within your portfolio.
- Executive alignment: Cultivate senior‑level relationships within customer organizations; deliver executive‑ready insights, business reviews, and ROI narratives that reinforce Kivo’s value.
- Champion the customer: Serve as the primary voice of EU customers internally—surface product feedback, advocate for roadmap priorities, and collaborate with Product on features and packaged offerings that reflect EU market needs.
- Manage upgrades and adoption: Proactively manage customers through new feature releases and configuration changes, ensuring smooth adoption and building internal champions who drive platform utilization.
Customer Support
- Resolve issues: Provide responsive support via email, chat, and ticketing systems (e.g., Zendesk, Jira); troubleshoot and resolve platform, configuration, and process‑related issues across your customer portfolio.
- Escalate effectively: Triage and escalated complex technical issues to Engineering or Product with clear reproduction steps and customer impact assessments.
- Build the knowledge base: Document common issues, resolutions, and best practices to strengthen the internal knowledge base and reduce repeat ticket volume.
- Be the expert: Maintain deep working knowledge of the Kivo platform to guide users on navigation, configuration, integrations, and EU compliance best practices.
Implementation Consulting
- Deliver implementations: Lead end‑to‑end implementations of the Kivo platform through structured project management: project charter, timelines, RAID logs, stakeholder communications, and executive readouts.
- Design & configure: Facilitate discovery and design workshops; translate regulated process requirements (GxP, 21 CFR Part 11 / Annex 11) into configured platform solutions with documented decisions and guide the adoption of Kivo.
- Support validation: Support the customer’s validation workstream by educating customers in the Kivo validation methodology and providing an orientation to Kivo documentation.
- Support data migration: Partner with the Data Migration team on discovery, field mapping, dry‑run coordination, and production cutover checklists for compliant data transfers.
- Enable go‑live: Guide customers through change management activities: defect triage, go‑live readiness assessments, user training enablement, and post‑go‑live stabilization.
Sales Support
- Represent Kivo to EU prospects: Conduct Kivo product demos to prospective EU customers and assist Account Executives in the qualification and discovery for prospective EU customers.
What You’ve Done
- 8–10+ years of experience in a customer success, implementation, or blended services role within a life‑sciences SaaS environment (pharma, biotech, med‑device, or CRO).
- A robust and knowledgeable R&D (Regulatory, Clinical, Quality) background.
- Hands‑on experience with life‑sciences SaaS platforms for Regulatory, Clinical Operations, and/or Quality process and document management.
- Demonstrated track record of owning customer retention, expansion, and satisfaction metrics (GRR, NRR, NPS/CSAT) across a portfolio of enterprise accounts.
- Working knowledge of regulated industry requirements (GxP, 21 CFR Part 11 / Annex 11) and comfort supporting validation deliverables (CSA/CSV).
- Experience leading software implementations in a regulated environment, including project planning, stakeholder management, and go‑live delivery.
- Excellent written and verbal communication skills in English; comfortable presenting to technical users and C‑suite stakeholders alike.
- Based in the EU with the flexibility to occasionally time‑shift for US‑based project collaboration.
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