You Will:

Customer Delivery Strategy and Execution:

• Lead and oversee customer delivery, ensuring exceptional service delivery throughout the customer lifecycle.
• Develop, implement, and refine a playbook for a scalable and repeatable process for customer software delivery.
• Collaborate with Mendel’s technical and product teams to ensure software solutions align with client requirements and industry standards.
• Champion continuous improvement initiatives within the delivery processes, leveraging industry best practices and innovative methodologies.

Customer Success:

• Monitor and report key performance metrics of the customer delivery process to the executive team and board of directors.
• Streamline the integration of new software delivery processes and tools, emphasizing scalability and efficiency.
• Oversee project timelines, budgets, and resources to ensure optimal allocation and maximization of results.

Voice of the Customer:

• Act as the primary voice of the customer within Mendel's Executive team, ensuring that customer needs, feedback, and insights are central to decision-making.
• Represent and advocate for the customer's perspective in board meetings, ensuring that strategies and plans are aligned with customer expectations and requirements.

Team Leadership and Development:

• Build, mentor, and lead a high-performing customer delivery and partnerships team, fostering a culture of excellence and innovation.
• Offer regular feedback and coaching to team members, ensuring their growth aligns with Mendel's values and vision.

You Have:

• Bachelor's degree in a relevant field. An MBA or related advanced degree is preferred.
• A minimum of 15 years of experience in technology-related, business, professional services, Technical Consulting, or Customer Solutions/Success,
• At least 5 years of experience managing and leading a large software delivery practice or organization.
• Demonstrated "0 to 1 experience" with a proven track record of thriving in a scrappy, fast-paced environment and building functions from the ground up.
• Proven track record in the service industry, specifically in Software Delivery within the Healthcare Life Sciences domain.
• Demonstrated expertise in establishing, leading, and expanding software delivery practices or organizations, ensuring operational excellence and high customer satisfaction.
• Exceptional leadership skills with a history of building, nurturing, and leading high-performing teams.
• Outstanding communication and interpersonal skills, with a knack for engaging with senior stakeholders, partners, and teams.
• In-depth understanding of the Healthcare Life Sciences domain, its challenges, and its specific software requirements.

Nice to Have:

• Knowledge of AI & LLM industry trends and their implications in the Healthcare Life Sciences domain.
• Demonstrated experience building a customer support organization from scratch, ensuring optimal customer experience and satisfaction.

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire salaries in U.S. locations. For non-sales roles, the hiring ranges reflect base salary and do not include bonuses, equity, or benefits. Hiring ranges for sales positions include base and incentive target, and do not include equity or benefits. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.