[Hiring] Associate Director, Customer Enablement @Emmes Group

Role Description

The Associate Director, Customer Enablement ensures a seamless, customer-focused transition from commercial selection to operational delivery. As the founding leader of this function, the role provides continuity during study mobilisation, coordinates commitments and readiness across stakeholders, and establishes repeatable processes, governance and portfolio visibility. The role is accountable for a structured and documented transition, with ongoing execution owned by the appropriate delivery functions following acceptance.

• Exceptional customer experience
• Seamless transition from sale to delivery
• Continuity and accountability from selection through a graduated transition to delivery
• Cross-functional alignment
• Technology adoption and process improvement
• Scalable, repeatable practice
• Team and portfolio growth

Responsibilities

• Customer Experience & Commitment Alignment:
  • Confirm customer objectives, agreed commitments, key scope assumptions and immediate priorities following study selection.
  • Provide a consistent point of coordination during mobilisation, maintaining clear communications and managing expectations across stakeholders.
  • Collect customer feedback and identify improvements that strengthen the initial customer experience and confidence in delivery readiness.
• Transition Management & Readiness:
  • Lead structured transitions for awarded studies, ensuring agreed scope, deliverables, timelines, dependencies and responsibilities are accurately documented.
  • Coordinate readiness milestones, clarify accountable owners and ensure open actions and decisions are visible and actively managed.
  • Maintain action, risk and dependency logs, escalate unresolved issues and confirm documented handover and acceptance by the responsible delivery function.
• Cross-Functional Coordination & Governance:
  • Bring together relevant commercial, operational, technology, finance and other stakeholders to translate commitments into an executable start-up plan.
  • Establish clear operating cadences, status reporting, decision records and escalation pathways during the transition period.
  • Identify discrepancies in scope, timelines, resourcing or contractual assumptions and coordinate timely resolution with accountable stakeholders.
• Technology & Onboarding Readiness:
  • Coordinate relevant technology onboarding requirements, including configuration, access, training arrangements and customer readiness.
  • Monitor early adoption barriers and confirm appropriate ownership, support and escalation arrangements for ongoing use.
  • Identify recurring onboarding challenges and recommend process or technology improvements that reduce friction for customers.
• Portfolio Oversight & Function Development:
  • Maintain a portfolio view of studies in transition, including status, milestones, readiness, risks and outstanding actions.
  • Define and monitor measures such as transition timeliness, handover completeness, open issues and customer onboarding feedback.
  • Build scalable templates, playbooks and ways of working; recruit, lead and develop a team as business volume and organisational needs increase.
• Additional duties, as assigned.

Qualifications

• Bachelor’s degree in a relevant discipline or equivalent professional experience; typically 10+ years of relevant experience.
• Experience in customer onboarding, clinical trial operations, project or programme management, or commercial-to-delivery transitions.
• Strong project management skills, including practical knowledge of project lifecycles, governance, risk management and process improvement.
• Understanding of clinical trial delivery and study start-up; ophthalmology experience advantageous.
• Demonstrated ability to influence across functions, manage concurrent engagements and build repeatable processes.
• People leadership or team-building experience preferred, with excellent communication, organisation and problem-solving skills.

Benefits

• Flexible Approved Time Off
• Tuition Reimbursement
• 401k Retirement Plan
• Work From Home Anywhere in the US
• Maternal/Paternal Leave
• Casual Dress Code & Work Environment