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Associate Director, Customer Success

Laboratory Corporation of America Holdings (Covance)

Indianapolis, Indiana, United States

<h2>Job Overview:</h2><p style="margin: 0px;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">The Associate Director of Customer Success is an experienced and senior leader, commercially focused with a genuine passion for a world class customer experience. </span></p><p style="margin: 0px;"><span style="font-family: calibri, sans-serif; font-size: 10pt;"> </span></p><p style="margin: 0px;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">The Associate Director:</span></p><ul><li style="margin-left: .5in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">has a compelling vision of the distinctive value proposition that our Clinical Trial Testing Solutions (CTTS) division will offer to customers</span></li><li style="margin-left: .5in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">can decisively identify actions that will generate the most impact with target customers</span></li><li style="margin-left: .5in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">uses customer feedback to promote learning and behavior change among employees</span></li><li style="margin-left: .5in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">puts themselves in the customer’s shoes to determine which aspects of their experience needs to change</span></li><li style="margin-left: .5in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">anticipates and mitigates risks in order to sustain changes</span></li></ul><p style="margin: 0px;"><span style="font-size: 10pt;"><span style="font-family: calibri, sans-serif;">The Associate Director of Customer Success is an integral part of the Leadership Team for Clinical Trial Testing Solutions (CTTS) and will provide mission critical input to the strategic direction of the group by leading</span><span style="font-family: calibri, sans-serif;"> teams focused on the following 3 key areas:</span></span></p><ul><li style="margin-left: .5in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Customer journey design</span></li><li style="margin-left: .5in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Delivery of projects to improve customer experience</span></li><li style="margin-left: .5in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Customer loyalty and engagement</span></li></ul><h2>Education/Qualifications:</h2><p style="margin: 0px;"><span style="font-size: 10pt; font-family: calibri, sans-serif;"><strong>Minimum Requirement:</strong></span></p><ul><li><span style="font-family: calibri, sans-serif; font-size: 10pt;">Degree (or equivalent) in medical, scientific, engineering, technical or laboratory related science.</span></li><li><span style="font-family: calibri, sans-serif; font-size: 10pt;">Customer Experience Certification </span></li></ul><h2>Experience:</h2><h2><span style="font-family: calibri, sans-serif; font-size: 10pt;">Minimum Required:</span></h2><ul><li style="margin-left: .75in;"><span style="font-size: 10pt; font-family: calibri, sans-serif;">Highly customer focused, motivated and outcome driven</span></li><li style="margin-left: .75in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Proven ability to grasp complex concepts, be creative, and influence multiple departmental and functional processes</span></li><li style="margin-left: .75in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Proven ability to manage unusual issues and crisis situations while providing options and/or solutions</span></li><li style="margin-left: .75in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Skilled time, planning and deliverable management</span></li><li style="margin-left: .75in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Ten or more years project/program management and/or customer facing experience (e.g. account management)</span></li><li style="margin-left: .75in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Three or more years line management experience</span></li><li style="margin-left: .75in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Good scientific knowledge of the drug development process and crop protection and chemical testing requirements relevant to Early Development</span></li><li style="margin-left: .75in;"><span style="font-size: 10pt; font-family: calibri, sans-serif;">Knowledge of capabilities and expertise of the Covance organization or equivalent companies</span></li><li style="margin-left: .75in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Strong written and verbal communication skills</span></li><li style="margin-left: .75in;"><span style="font-family: calibri, sans-serif; font-size: 10pt;">Budget management experience or knowledge</span></li></ul>

Job posted: 2021-07-12

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