• Lead the assigned region in terms of content, personnel, budgetary and organizational responsibilities • Strategically and operationally manage, lead and further develop the team (approx. 230 employees) • Responsible for key account management in the assigned region (Vienna and Lower Austria) • First point of contact for existing customers and potential new clients • Prepare needs analyses and proposals / active cross- and upselling • Order intake and order processing including deployment planning (in close cooperation with operational managers and site staff) • Complaint management • Responsibility for results, budget preparation as well as development and implementation of measures to achieve financial targets • Responsibility for servicing international major customers and acting as the central interface to global account teams • Continuous improvement of work processes • Contribute to the further development of a professional, appreciative and performance-oriented work environment and culture • Conduct analyses and actively derive concrete improvement measures • Organize and participate in (cross-functional) projects and audits

• Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth. • Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment. • Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes. • Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints. • Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes. • Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues. • Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection. • Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment. • Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support. • Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities. • Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption.

• Develop standard operating procedures, work instructions, forms, and templates to ensure a fit-for-purpose clinical auditing and inspection management program to ensure compliance with Good Clinical Practice(GCP)/Good Pharmacovigilance Practice(GPvP)/Good Clinical Laboratory Practice (GpLP). • Develop dynamic, risk-based audit strategy and plan for critical sponsor processes and systems, clinical trials, investigator sites, and vendors/contract service providers (CSPs). • Plan, lead, conduct, document, report, and follow-up on clinical quality audits according to regional compliance regulations, guidance, contracts, and quality agreements. • Ensure appropriate escalation to responsible management for critical audit findings and support. • Provide education and guidance on audit processes and activities. • Manage audit reports, findings, and CAPAs in Veeva Quality Management System (QMS) and review and approve finding responses and actions in system. • Develop and monitor audit finding response and CAPA timeliness performance metrics and present trends and improvement plans to senior management. • Partner with departments across organizations to ensure consistent implementation and execution of audit program. • Work independently with respect to decision making and problem solving.

• Take responsibility for optimizing, managing and further developing our internal project management and communication processes • Act as the interface between teams, tools and management and establish clear standards for transparency, efficiency and knowledge management. • Analyze existing workflows and identify optimization opportunities • Maintain and further develop our existing Asana system • Assess, plan and execute a possible migration to a new project management tool (including tool evaluation, rollout, training & change management) • Ensure team-wide adoption of new tools • Manage integrations between tools (e.g., PM tool, Wiki, Slack, ERP) • Improve call and meeting efficiency • Define clear communication guidelines for tools & collaboration • Critically analyze all existing communication channels (Slack, email, meetings, reports) • Build a clear, binding communication structure