Systems Engineer II
Management & Operations
United States - NY, New York
Medidata: Powering Smarter Treatments and Healthier People
Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its ground-breaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. And Medidata’s ongoing commitment to infusing the patient voice into trial designs and solutions is helping to create a better and more inclusive experience for all participants in clinical studies. Medidata is involved in nearly 40% of company-initiated trial starts globally, with studies conducted in more than 140 countries. More than 70% of novel drugs approved by the Food and Drug Administration (FDA) in 2022 were developed with Medidata software. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us @medidata.
Your Mission: The Customer Experience Operations (CX-Ops) team is responsible for the establishment and management of Medidata’s customer data models and Customer Experience/Customer Success tools. We build the foundation to deliver and continuously improve upon the development and execution of technology, processes, and best practices associated with running a best in class customer experience organization. The CX-Ops Team also serves as a thought partner for strategic initiatives by:
- Tracking progress and pertinent metrics to affirm the right activities are being performed - Helping interpret and action the aggregated data to incorporate into processes - Overseeing internal systems to pinpoint exact metrics that provide meaningful criteria
The Systems Engineer will play a key role in driving value for customers across the lifecycle journey due to the workflows they configure as a member of the CX-Ops team.The role will be expected to collaborate with cross-functional business teams to develop customer success strategies and build the associated business requirements through technical designs that are implemented in our Customer Experience application platform while adhering to systems administration best practices.
The expectations of the Systems Engineer fall into three categories and are inclusive of, but not limited to:
DATA & SYSTEMS: Configure, deploy, administer, manage applications/systems that facilitate CX activities. Interpret and action aggregated data to incorporate into processes. Develop tools, templates, and analytical models as needed to support consistency and quality across the organization. Support quality standards through detailed fact-checking, quality control, and rigorous adherence to methodological standards. Develop reports and presentations on analytical findings to create a seamless story to directly empower decision-makers at all levels of the company.
PROCESSES & MAINTENANCE: Design business rules that analyze customer data and trigger actions for CX to engage with customers. Enable a technology architecture and data model to support a value management office that provides overall outcome/value definition, calculation, tracking, and maturity management for existing and new customers. Monitor system performance, data integrity, and user activity for continuous improvement. Maintain expertise in CX applications/systems and other relevant software by staying up to date on and identifying new features, trends, and related technologies to adopt. Support documentation of processes before deployment of changes/enhancements and/or decommissions. Support change management activities of our CX tools and the communication efforts to our impacted end users.
PEOPLE: Collaborate with internal teams to identify key metrics, data sources, and the frequency and granularity of data feeds. Manage day-to-day support of users of our CX systems, including fielding questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions. Advocate on behalf of the Customer Experience organization to show our specialization in customer satisfaction technology and best practices.
Your Qualifications / Competencies: - The candidate is expected to have strong research, technical, and time management skills, the ability to own pieces of a larger project, and effectively communicate their progress to the team leader. - Comfortable working in and contributing to team objectives - Demonstrates an analytical and critical mindset; Strategic thinking and problem-solving - Demonstrates rapid, self-driven, experiment-driven learning of unfamiliar technologies, data, and business processes - Strong project management skills a plus; Detail-oriented, well organized, and an ability to prioritize work - Excellent written and verbal communication and presentation skills - Proficient in MS Excel and Powerpoint and/or Google Sheets and Slides
Your Education & Experience:
- Bachelor’s degree from an accredited university or college - Data analytics background and experience - CRM administration experience/certification or at least 5 years experience as end-user of a CRM, customer support system, or marketing automation