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Executive Director, Provider Success

Remote

Paradigm is rebuilding the clinical research ecosystem by enabling equitable access to trials for all patients. Our platform enhances trial efficiency and reduces the barriers to participation for healthcare providers. Incubated by ARCH Venture Partners and backed by leading healthcare and life sciences investors, Paradigm’s seamless infrastructure implemented at healthcare provider organizations, will bring potentially life-saving therapies to patients faster.

Our team hails from a broad range of disciplines and is committed to the company’s mission to create equitable access to clinical trials for any patient, anywhere. Join us, and bring your expertise, passion, creativity, and drive as we work together to realize this mission.

The Provider Success team at Paradigm is responsible for understanding and supporting the strategic goals of our network health system/provider partners and driving the partnership to mutually beneficial value generation.  This includes driving adoption of Paradigm technical solutions (tech-enabled solutions and technology products) and services where appropriate, facilitating appropriate change management within provider partners organizations to achieve optimal research outcomes, and using data to track success realized through those partnerships. The person in this role will work with ease across internal, cross-functional teams including clinical SMEs, implementation leads, product/engineering, sales, marketing, and compliance/security. They will also be comfortable working as partners to all levels of executive leadership as well as front line staff within provider organizations and within Paradigm.  

Reporting to the Chief Operating Officer, the Executive Director of Provider Success ensures that health system/provider partners are highly engaged in Paradigm’s services/network/vision, health system/provider needs and feedback are understood and advocated for within Paradigm, and engagement with the provider network is enabling Paradigm to achieve its mission of increasing patient access to clinical research.

What you’ll do:

  • Partner with the COO and leaders from Clinical Operations, Implementation, and Provider Partnerships to develop a Provider Success strategy and operating model that ensures the long-term satisfaction and stickiness of the Paradigm Health provider network 
  • Manage and evolve over time a team of Provider Success Managers and Customer Support representatives–ensuring clarity of roles and responsibilities, KPIs, and performance targets and mentoring individuals to practice at the top of their ability
  • Negotiate external partnerships to enhance the support services that Paradigm Health can offer sites and manage partner relationships
  • Develop, evolve and continuously improve the infrastructure of the Provider Success Team including but not limited to:
    • Performance dashboards for individual accounts and the overall network
    • CRM and Customer Support  tooling and surrounding data and documentation governance/processes
    • Account support model, including the methodology by which accounts are segmented and the specific levels of support that are offered to each and by whom
    • Templates, standard talking points for critical presentations to internal and external stakeholders
    • New hire and ongoing training for Provider Success to ensure the team is fully verse on platform and service capabilities, details of clinical workflows, best practices, etc.
  • In partnership with the COO, work closely with teams outside of Operations to address critical needs and asks for Provider Success and drive agreement within those groups to prioritize 
  • Become accountable for your own portfolio of high priority provider relationships:
    • Establish and facilitate frequent and high-quality communication with health system research teams and leadership about the partnership, from specific project considerations to long-term strategic goals
    • Understand strategic strengths and limitations of health system partners regarding clinical research programs, infrastructure, trial portfolio, finances, etc. and formulate recommendations to help them and Paradigm achieve their research goals
    • Serve as the main point of coordination with sales, marketing, product, engineering, and clinical teams to achieve partner goals and ensure satisfaction
    • Working with the clinical, commercial, and technology teams, ensure success in leveraging Paradigm solutions/products at each health system to drive patient impact (e.g. - enrolled patients, new study activations, etc.)
    • Curate and promote clinical research partnership opportunities between Paradigm sponsor partners and network sites to drive patient impact while supporting company financial performance and growth targets
    • Influence health systems partners to participate in cross-network programming and events including case studies, webinars, networking opportunities, white papers, etc.
    • Work with Paradigm technology teams to collect customer product feedback and represent top strategic product enhancement requests during internal product venues; advocate for and help to prioritize customer needs in the product planning process
    • Own all facets of the contracting process post-MSA with network health systems including subscription renewals, upsell SOWs, and other agreements as necessary

Who you are:

  • 10+ years of experience in a combination of:
    • SaaS client service delivery, contracting, and relationship management at health care systems
    • Healthcare clinical operations with a focus on change management, business development, account management, or partner success
    • Clinical trial operations (CRO, sponsor, and/or site) and familiarity with key research processes, tools, and stakeholders a strong plus
  • At least 5 years experience directly managing teams, preferably at rapidly scaling start-ups (Series A or B)
  • Experience implementing and working with CRM (Hubspot, Salesforce, or similar), project management (Monday, MS Project, Smartsheets), and development (JIRA, Confluence) systems/tools
  • Strong track record of working across clinical, technology, and business teams in internal and external settings to drive forward complex initiatives in support of partner/customer needs
  • Proven ability to lead work/partnership with external executive stakeholders and client/internal leadership teams and drive alignment with shared partnership goals
  • Proven ability to manage and influence end-to-end customer/external relationships with a high degree of initiative and limited guidance on day-to-day activities
  • Tangible record of driving account performance, as proven by measurable KPIs
  • High degree of responsiveness, reliability, and integrity
  • Decisiveness, strong judgment, analytical, and problem-solving skills
  • Excellent time-management skills
  • Strong interpersonal and communication skills, especially among cross-functional teams
  • Willing to travel up to 35%

At Paradigm, we are committed to providing equal employment opportunities to all qualified individuals. We encourage and welcome candidates from all backgrounds and perspectives to apply for our open positions. We are interested in all qualified individuals and  ensure that all employment decisions are based on job-related factors such as skills, experience, and qualifications.

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