• Design and implement automated calibration frameworks for quantum computing systems • Collaborate with the strategic partner's team to optimize calibration workflows • Lead technical implementation and integration of QM solutions for customers • Provide technical guidance on best practices for quantum control systems • Translate complex customer requirements into actionable technical solutions • Manage technical relationships with accounts throughout Europe • Contribute to customer education and training materials

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As the primary owner of sponsor and biopharma client relationships, you’ll play a key part in shaping customer experience and driving delivery. You’ll lead client meetings, translate asks into actionable plans, and work cross-functionally to ensure commitments are met on time and with quality. This is a sponsor-facing delivery role (not business development), success is measured by execution quality, responsiveness, and sponsor outcomes. You’ll embody best-in-class Customer Success and Account Management—where executive presence, fluent English, real-time handling of challenging questions, and thorough follow-up set the standard. Key Responsibilities - Manage a portfolio of sponsor and client accounts, leading recurring calls, business reviews, and ad-hoc engagements. Keep agendas, notes, and action items clear and up to date. - Drive responsiveness and service levels for sponsor requests, communicating with accuracy and awareness of business risks. Escalate, defer, or act decisively to ensure satisfaction. - Translate sponsor goals into cross-functional delivery plans (Clinical Ops, Provider Engagement, Marketing). - Maintain reliable data in CRM and operational systems, reporting on account status and key metrics. Prepare customer-facing reports and dashboards for regular reviews. - Develop presentations, progress decks, and documentation to support sponsors and partners. Ensure all materials are audit-ready and professionally presented. - Partner with Clinical Operations to collect and surface quality signals impacting client satisfaction. Identify and advocate for improvements that enhance sponsor experience. - Support account renewals and expansion by demonstrating value delivered, meeting key milestones, and highlighting business impact. Qualifications - Bachelor’s degree required; life sciences (Medicine, Nursing, Biology, Pharmacology, Engineering) preferred. Business or analytics backgrounds welcome with relevant healthcare knowledge. - 3–7 years in one or more of: Clinical Project Management (CPM/CTM), Clinical Research (CRC/Lead CRC/Research Manager), Study Operations, Patient Recruitment Operations, Sponsor/CRO coordination, or healthcare program/project management. - Demonstrated experience leading communication with external stakeholders (e.g., pharma sponsors, CRO teams, investigative sites, vendors, healthcare partners) including presenting updates, handling urgent questions, and writing precise follow-ups. - Executive presence and outstanding communication, including fluent English and real-time Q&A skills. - High sense of ownership, responsiveness, organization, and attention to detail. - Familiarity with the oncology trial process and privacy regulations like HIPAA/GDPR is a plus. - Comfortable using CRM and productivity tools; strong reporting skills in Excel/Slides. - No travel restrictions; able to travel occasionally for client engagements or industry events.

• Own a portfolio of strategic accounts through onboarding, engagement, expansion, and renewal. • Drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through proactive relationship management and identifying expansion opportunities. • Utilize HubSpot and product usage data to identify at-risk accounts, intervening proactively to mitigate churn before it happens. • Develop and execute account success plans that align Scale to Win’s capabilities with client campaign goals. • Partner closely with the Sales team during the handoff to ensure continuity of vision. • Build and maintain trusted relationships with executive-level decision-makers and campaign managers, positioning Scale to Win as an indispensable partner. • Lead Executive Business Reviews (EBRs) and QBRs that use data-driven insights to tell compelling value stories to senior leaders. • Serve as the 'Quarterback' for the client lifecycle, leading complex onboardings and product migrations with a project manager’s discipline. • Design and deliver tailored training sessions and materials that simplify complex platform capabilities for users.

• Be the architect of the Ethena experience for our most complex customers • Drive Multi-Product Mastery: Act as a strategic consultant for customers utilizing our full suite - from Training to Hotline and Phishing - ensuring they aren’t just “happy" but are fully activated and seeing measurable ROI across every tool. • Build Multi-Level Relationships: Cultivate deep, durable relationships with key stakeholders in People, Legal, and Compliance. You’ll move beyond the "admin" level to become a trusted advisor who understands their unique brand, risks, and organizational culture. • Leverage AI in the Customer Journey: As our first Mid-Market CSM, you will design the blueprints for how we support multi-product users, creating scalable frameworks that ensure different types of workforces find immediate value. • Master the "Health Check": Move beyond basic metrics to analyze nuanced adoption data. You’ll proactively identify when a strategic account is underutilizing a specific feature (like Policy Bot) and share a strategy to keep our GDR to above industry benchmarks • Uncover Expansion Opps: Partner closely with Account Management to identify expansion opportunities. Because you understand the customer's "why," you’ll spot the perfect moment to introduce new capabilities that solve their evolving compliance headaches. • Close the Feedback Loop: Serve as the bridge between our customers and our Product team to ensure our most successful customers continue to be successful, sharing their insights across the organization.