Strategic Engagement Director

What You’ll Bring to the Team:

We are seeking a Strategic Engagement Director to drive value delivery and strategic alignment across a portfolio of high-impact clinical research accounts. This mid-to-senior level role blends program execution, customer consulting, and internal alignment to ensure Florence’s offerings meet evolving sponsor, CRO, and site needs. Reporting to the VP of Professional Services, you will lead solutioning efforts, guide implementation success, and surface strategic opportunities within key engagements.

Your impact will be deep within assigned accounts, where you will bridge the gap between customer expectations and Florence's roadmap. You’ll translate complex customer requirements into scalable solutions using Florence tools, triage requests against business priorities, and coordinate internal stakeholders to ensure long-term success.

You Will:

Strategic Alignment & Engagement Leadership

• Serve as the primary engagement lead for assigned projects across strategic accounts, ensuring clinical partners derive measurable value from Florence tools. 
• Conduct stakeholder discovery sessions and interviews to gather requirements, assess readiness, and co-design implementation roadmaps.
• Collaborate with product, services, and customer success teams to recommend scalable solutions tailored to client environments, regulatory needs, and research priorities.

Program Leadership

• Manage end-to-end strategic program execution (e.g. custom services) across customer portfolios, ensuring alignment to KPIs, timelines, and quality standards. Inclusive of project plans, customer communications, internal team management and collaboration, and delivery of defined service solutions. 
• Support executive governance meetings, quarterly business reviews (QBRs) and facilitate strategy workshops to ensure mutual value realization. Facilitate customer conversations to define the value of solutions.
• Apply deep knowledge of Florence’s platform, customer workflows, and industry context to develop tailored, compliant workflows that address clinical research pain points.

Cross-Functional Enablement

• Partner with Product, Engineering, Customer Success, and Commercial teams to translate customer needs into actionable internal plans.
• Mentor Strategic Engagement Managers or Analysts supporting execution and customer insights, and manage project teams to execute to defined deliverables and solutions. 
• Drive internal collaboration to close feedback loops and continuously optimize the delivery and support model for strategic accounts.
• Develop strong, trust-based relationships with client stakeholders at multiple levels, from site operations to C-suite.
• Identify whitespace within existing accounts, develop business cases for expansion, and partner with sales and customer success to drive growth. 
• Support account executives in building multi-year customer strategies and transformation plans.

Customer Growth & Opportunity Identification

• Identify whitespace within accounts and partner with Sales/Customer Success to surface new business cases and multi-year partnership expansion plans.
• Develop client transformation roadmaps to expand Florence usage and deepen partner engagement.

Metrics, Reporting & Communication

• Monitor adoption, satisfaction, and engagement metrics across assigned programs.
• Deliver tailored reports and dashboards to both customer stakeholders and Florence leadership, summarizing progress, risks, and next-step recommendations.
• Facilitate QBRs, governance meetings, and strategic planning sessions.

An Ideal Candidate Has:

• 5–8 years of experience in program management, customer engagement, or consulting within a SaaS, healthcare, or clinical research environment.
• Proven ability to navigate complex enterprise programs, evaluate client requirements, and design scalable implementation plans.
• Demonstrated success building relationships with sponsors, CROs, and research sites, including familiarity with operational workflows and regulatory frameworks.
• Strong consulting skills with the ability to translate business needs into technology-enabled solutions.
• Proficiency with tools such as Salesforce, Gainsight, Asana, Smartsheet, and reporting platforms.
• Excellent communication and presentation skills with the ability to influence both clients and internal teams.

We’ll Be Extra Excited If You Have:

• Background in clinical trials, digital health, or healthcare IT.
• Experience managing cross-functional teams or mentoring team members.
• Knowledge of Florence’s eBinders, eConsent, or eHub platforms (or similar products).