• Build customized customer journeys in Marketing Cloud • Collaborate with stakeholders across the company for customer-facing communications • Optimize the email platform as a subject matter expert • Perform technical production and deployment activities in SFMC

• Meet with clients to understand project goals and requirements for technology implementation. • Schedule weekly project status calls and share detailed project plans with deliverables and deadlines. • Run workshop sessions including journey mapping within online whiteboard tools and transfer outputs into process flow templates. • Liaise with technology teams on integration requirements and facilitate communication with client stakeholders. • Collaborate with clients to compile content and visual elements for implementation. • Review client-provided content and recommend improvements based on platform capabilities. • Configure client and journey-specific elements within the technology platform. • Brief internal teams on journey builds or build approved journeys and content within the platform. • Support testing, feedback cycles, and final edits prior to go-live. • Create bespoke showcase journeys for training and internal engagement. • Liaise with internal studio teams on design and content requirements, including quotations and deliverables. • Deliver platform training and coaching to client project teams. • Investigate and resolve platform-related questions and queries. • Handover accounts to Account Managers post-implementation. • Provide insights on additional journey opportunities and future roadmap planning. • Track time accurately in project management tools against client and project codes. • Establish and manage project scope, timelines, resources, and budgets. • Contribute to proposals, quotes, and project documentation. • Schedule and lead project kickoff meetings and ongoing check-ins. • Assign tasks, monitor progress, and remove project roadblocks. • Validate deliverables for accuracy and quality. • Communicate progress updates and deliver final project summaries to clients.

This is a position within Keller Executive Search and not with one of its clients. The Senior Customer Experience Manager will lead the customer service strategy and execution, focusing on enhancing the experience of clients and candidates throughout the executive search lifecycle. Key Responsibilities • Develop and implement customer experience strategies aligned with company goals. • Lead and mentor a team of customer service professionals, fostering a culture of excellence. • Monitor performance metrics and KPIs to continuously improve service delivery. • Collaborate closely with cross-functional teams including sales, delivery, and research to ensure seamless client and candidate experiences. • Manage budgets, vendors, and resource allocation effectively. • Establish and maintain policies and procedures in compliance with regulatory standards. • Provide actionable insights and reports to senior leadership to inform decision-making. • Identify risks and develop mitigation strategies to uphold service quality and protect company reputation.

About Faro Health Faro Health aims to improve lives by helping life sciences companies design optimal clinical trials. Our AI-powered software platform optimizes and orchestrates complex clinical development by providing powerful insights into trial design and outcomes. Faro empowers researchers to design more intelligent trials, reduce development costs, and accelerate milestones with better patient experiences. Faro is a mission-driven company seeking world-class people who share our passion for improving drug availability and patient outcomes through better clinical trial design. We pride ourselves on a vibrant, inclusive, and growth mindset-oriented culture. Faro offers competitive compensation and benefits, generous vacation and parental leave, flexible working hours, and remote-friendly ways of working. Remote employees work from home and travel periodically for in-person collaboration and team events. **Note: Candidates and Recruiting Agencies, please do not contact our employees regarding the position or your application status. Doing so will automatically disqualify you from the position or working with us. Only applications submitted through the designated link will be considered. Please DO NOT SPAM our employees regarding the role or your application status. The Opportunity Faro is looking for a Senior Manager, Customer Strategy to join our growing team. In this role, you will partner with clinical development teams at Top 20 Enterprise Pharmaceutical and Biotech companies to ensure they achieve meaningful value from Faro’s digital protocol solutions. You will serve as a strategic advisor to customer stakeholders, helping them adopt new ways of working, embed Faro into study and business processes, and build momentum toward broader organizational impact. This is an exciting opportunity for a life sciences strategy consultant, business advisor, or customer-facing leader who combines strong problem solving and stakeholder management with a passion for transforming clinical development. What You’ll Do - Customer Strategy & Advisory - Partner with customer stakeholders across clinical science, clinical operations, medical writing, digital, and IT to define success, align on priorities, and guide effective use of Faro’s solutions. Help customers connect study-level outcomes to broader business goals and identify opportunities to scale impact over time. - Change Management & Adoption - Develop and lead change management and adoption plans that support successful rollout of Faro’s solutions across teams and workflows. Help customers navigate process, capability, and behavioral changes required to embed new approaches and sustain adoption. - Strategic Program Delivery - Lead day-to-day delivery across assigned customer engagements. Coordinate project plans, milestones, risks, documentation, and communications to ensure high-quality execution. Serve as a primary point of contact for customers and internal stakeholders, proactively resolving roadblocks and maintaining momentum. - Value Realization & Growth Support - Support customers in defining and tracking value realization, including KPIs, success measures, and adoption milestones. Contribute to account growth by identifying follow-on opportunities, informing renewals and expansions, and partnering with Commercial on proposals and scopes of work. - Cross-functional Collaboration - Work closely with Commercial, Product, Customer Experience to represent the voice of the customer, surface insights, and improve Faro’s solutions, offerings, and enablement materials. - Thought Partnership - Contribute to Faro’s evolving best practices, frameworks, and playbooks for protocol design modernization, customer adoption, and digital transformation in clinical development.