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Senior Director, Product Engineering
4 months ago
A Senior Director, Product Engineering is responsible for overseeing and ensuring the success of Fortrea's customers across various initiatives in the safety, biostatistics, and data management domain. This includes strategizing and implementing methods to maximize customer satisfaction, promote capability adoption and proactively manage customer issue resolution. Success in this role is determined by customer satisfaction and retention, overall team performance and increased adoption of Fortrea's IT capabilities.
Summary of Responsibilities:
Develop and maintain strong relationships with key customers and contacts.
Understand and cater to customer needs and processes regarding safety, biostatistics, and data management.
Devise and implement strategies to improve client satisfaction.
Oversee and lead the customer success team.
Collaborate with internal departments like Sales, Marketing, Cybersecurity, etc., as needed to better serve Fortrea's clients.
Ensure rapid and effective resolution of customer issues and onboarding processes, serving as an escalation point if needed.
Communicate customer feedback to appropriate departments for product improvement.
Coordinate and deliver customer training and educational programs.
Manage key customer accounts, building strong, long-lasting relationships with decision-makers and stakeholders.
Gather client feedback to guide continuous product and service improvement.
Qualifications (Minimum Required):
Bachelor's degree in business, Sociology, Psychology, Computer Science or a related field. Fortrea may consider relevant and equivalent experience in lieu of educational requirements.
Capacity to develop and implement effective strategies for improving customer success.
Ability to interpret customer feedback and data to drive decision making.
Experience (Minimum Required):
Extensive experience in a role focusing on customer success, solution delivery, or customer-facing consulting.
Experience maintaining and expanding strong relationships with customers.
Proven track record of managing large technical teams and delivering complex, data-driven solutions, including solutions related to RBQM, compliance, and oversight.
Ability to collaborate effectively with various internal teams.
Experience leading customer success teams.
Exceptional communication and interpersonal skills, with an ability to build relationships at all organizational levels.
Preferred Qualifications Include:
Extensive experience in a role focusing on customer success, solution delivery, or customer-facing consulting.
Master's degree in business, Sociology, Psychology, Computer Science, or a related field.
Experience in a CRO or healthcare-related industry.
Certification in project or product management.
Strong project management and organizational skills.
#LI-REMOTE
#FutureOfTech
Fortrea is actively seeking motivated problem-solvers and creative thinkers who share our passion for overcoming barriers in clinical trials. Our unwavering commitment is to revolutionize the development process, ensuring the swift delivery of life-changing ideas and therapies to patients in need. Join our exceptional team and embrace a collaborative workspace where personal growth is nurtured, enabling you to make a meaningful global impact. For more information about Fortrea, visit
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As an EOE/AA employer, Fortrea strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.
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