Customer Success - Change Management Lead

Customer Success - Change Management Lead will provide change management professional services, in collaboration with QuartzBio technical professional services, product support and solutions teams, to enable effective product onboarding and user adoption of QuartzBio SaaS Solutions.  QuartzBio is a Software-as-a-Service (SaaS) solutions provider to the life sciences industry.  We deliver innovative data enabling technologies that provide biotech/pharma teams with enterprise-level access to sample/biomarker data management solutions and analysis, information, insight, and reporting capabilities.

This person will focus on supporting our customers and delivery team through the changes to customer business processes, roles and responsibilities, and workflows associated with the onboarding of QuartzBio SaaS Solutions. The primary responsibility will be creating and implementing change management strategies and plans that maximize user adoption and usage and minimize resistance. The Change Management Specialist will work to drive faster adoption, higher ultimate utilization and greater proficiency of the changes that impact our customers.

The Change Management Specialist will be responsible for developing, implementing, and managing change management initiatives that align with the organization's strategic objectives, including the application of existing change management principles and guides development of new policies and ideas.

Essential functions of the job include but are not limited to:

• Lead customer facing engagements related to change management, in collaboration with QuartzBio technical professional services, product support and solutions teams
• Develop and implement change management strategies that align with the organization's strategic objectives.
• Provide leadership and guidance to project teams on change management best practices, tools, and techniques.
• Communicate change management plans and strategies to stakeholders and facilitate stakeholder engagement throughout the change management process.
• Monitor and evaluate the effectiveness of change management initiatives and identify areas for improvement.
• Develop and maintain change management policies, procedures, and standards.
• Apply a structured methodology and lead change management activities
• Complete change management assessments
• Create change management strategy, plans and deliverables
• Perform current statement assessments and gap analysis
• Identify, analyze, prepare risk mitigation tactics
• Identify and manage anticipated resistance
• Support communication efforts
• Support training efforts
• Support and engage senior leaders
• Support organizational design and definition of roles and responsibilities
• Coordinate efforts with other specialists
• Integrate change management activities into project plan
• Evaluate and ensure user readiness
• Manage stakeholders
• Track and report issues related to change management activities
• Define and measure success metrics and monitor change progress
• Support change management at the organizational level, Enterprise Change Management
• Monitor and assess user adoption and organizational impact of change structure
• Support internal business initiatives as needed
• Other duties as assigned by management

Skills and Qualifications:

• Minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience.
• Proven track record of successfully managing complex change management initiatives in a fast-paced, dynamic environment.
• Experience and knowledge of change management principles, processing engineering, business process mapping, and related methodologies and tools
• Exceptional communication skills – both written and verbal
• Excellent active listening skills
• Ability to clearly articulate messages to a variety of audiences
• Ability to influence others and move toward a common vision or goal
• Flexible and adaptable; able to work in ambiguous situations
• Organized with a natural inclination for planning strategy and tactics
• Problem solving and root cause identification skills
• Able to work effectively at all levels in an organization
• Must be a team player and able to work collaboratively with and through others
• Experience with large – scale organizational change efforts
• Experience working in Software as a Service or IT environment is a plus
• Familiarity with project management approaches, tools and phases of the project lifecycle
• Familiarity with clinical drug development and clinical operations