Overview:
The Regional Portfolio Head is a key leadership role responsible for driving the success of customer success and project teams within a designated region (UK/EU, India & USA). This position focuses on ensuring customer satisfaction, delivery excellence, and financial growth across multiple projects and accounts, while proactively engaging with customers to anticipate and address their needs.As the Regional Portfolio Head, you will lead the management of a diverse portfolio of customer accounts, with a strong emphasis on proactive customer engagement, continuous value delivery, and customer health monitoring. You will oversee project delivery, manage financial performance, and develop a high-performing team, all while ensuring that our customers are well-supported and consistently delighted with our services. This role embodies our company values of Excellence,Collaboration, Innovation, Integrity, and Passion.
Responsibilities:
Portfolio Management: Lead the management of the regional portfolio, ensuring alignment with the company’s overall business objectives.
• Continuous Value Delivery: Ensure that we consistently deliver value throughout the entire customer engagement, not just at the start of the relationship. Ensure all projects within the region are delivered on time, within scope, and to the highest quality standards, addressing any issues that may arise.
• Customer Health Monitoring: Monitor customer health closely, identifying potential issues early and addressing them proactively through risk monitoring and implementation of CAPAs(Corrective and Preventive Actions) to prevent problems from escalating and ensure long-term success
Performance Oversight: Monitor and manage the financial performance of the regional
portfolio, including accurate billing, forecasting, budget monitoring, and account revenue growth.
• Proactive Customer Engagement: Regularly touch points to customers before they contact us,anticipating their needs and concerns to strengthen relationships and build trust to maintainalignment, gather feedback, and continuously improve our services.
• Team Leadership, Onboarding, Development, and Talent Management:Lead, mentor, and develop a team of Engagement Managers, fostering a culture of excellence
and continuous improvement. Set clear goals and objectives aligned with customer successand business outcomes. Utilize the 9-box talent grid to assess team performance, identify development opportunities, and guide career progression. Oversee the onboarding and training processes, ensuring new hires are well-supported, and contribute to broader training initiatives that enhance team capabilities and drive customer success.
• Process Improvement through Optimization:Lead key workstreams focused on optimizing delivery and driving operational excellence to ensure customer success. Identify, develop, and implement process improvements that enhance operational efficiency, streamline workflows, and boost effectiveness across theregion. Collaborate with cross-functional teams to ensure that optimization initiatives alignwith customer goals and contribute to consistently high-quality service delivery. Foster a culture of continuous improvement to elevate performance and maximize customer satisfaction.
• Internal Stakeholder Communication: Serve as the primary point of contact for senior-level client stakeholders and internal leadership, providing regular updates on portfolio performance and strategic initiatives.
• Industry Representation: Represent the company at regional industry events, conferences, and forums to enhance the company's visibility, network with key stakeholders, and stay informed about industry trends.
• Regional Strategy Input: Provide regional insights and recommendations to inform company wide strategies, particularly in areas such as recruitment, retention, and talent development,ensuring alignment with local market needs and competitive landscapes.
• Seamless Business Continuity: Collaborate with cross-regional counterparts to maintain consistent operations to support the global team during absences or peak workload periods. This includes adapting quickly to the needs of different regions and aligning with their processes to support the global customer success framework.
Core Competencies
• Proactive Customer Focus: Ability to anticipate customer needs and deliver value consistently throughout the customer relationship.
• Strategic Thinking: Capability to develop and implement long-term strategies that align with business objectives and drive regional success.
• Leadership: Proven experience in leading and developing high-performing teams, with a focus on customer success and project management.
• Financial Acumen: Strong understanding of financial management principles, including budget oversight, revenue growth, and financial reporting.
• Communication: Excellent verbal and written communication skills, with the ability to
effectively communicate with senior stakeholders and team
Qualifications:
Bachelor’s degree in life sciences or a related discipline; MBA preferred.
• Proven success in the pharmaceutical industry, preferably biostatistics, with deep expertise in clinical trial design, implementation, and related challenges.
• Demonstrated ability to oversee client relationships, drive business growth, and deliver on complex project management and strategic planning objectives.
• Proven ability to inspire, lead, and develop high-performing teams, while driving engagement strategies that foster collaboration, optimize team performance, and build lasting client partnerships.
• Strong financial acumen, with experience in managing budgets, forecasting, and aligning operations with strategic goals
