Senior Director, Customer Adoption

Sr. Director, Customer Adoption, Intelligent Inventory

Location: Headquarters, Winston Salem, NC, 6125 - New York, NY, 6116 - Chicago, IL, 9110 - Boston, MA (Cambridge)

Time Type: Full time

Job Description

The Sr. Director, Customer Adoption, Intelligent Inventory is responsible for building the organizational capabilities that enable the adoption of products and services throughout the product lifecycle. This leader promotes the strategies, programs, and operational functions that equip customer-facing teams with the knowledge, tools, processes, product readiness and industry knowledge necessary to support clients consistently across the Healthcare portfolio within their program area.

This leader is responsible for monitoring and reporting product adoption usage metrics and deploying strategies to drive engagement aligned with strategic vision. This leader works closely with Marketing, Sales, Product, Operations and other Client Success leaders to effectively communicate key program and product updates to internal and external stakeholders while setting the strategy for delivering value in customer partnerships.

The leader serves as a strategic partner to Product, Technology, Operations, Sales, and Client Success leadership, ensuring new and existing products and business initiatives are operationally ready before reaching customers. This leader also owns enterprise knowledge management, client product readiness and associate capability development, enabling the organization to evolve from reactive support to proactive customer partnership.

Primary Responsibilities

Client Enablement Strategy

• Develop and execute the client adoption and enablement strategy aligned with Healthcare division objectives.
• Create scalable enablement programs that improve customer experience, operational consistency, program adoption, associate effectiveness and ultimately drive lifetime customer value.
• Establish adoption programs and consultative services to support speed to value and retention
• Drive organizational readiness for new products, capabilities, regulatory requirements, and strategic initiatives.
• Establish enablement standards that support enterprise growth while maintaining a customer-first approach.

Knowledge Management & Capability Development

• Lead enterprise knowledge management strategy, ensuring customer-facing teams have access to accurate, current, and accessible documentation.
• Oversee development of role-based learning programs, certifications, and continuing education.
• Build scalable training programs supporting onboarding, product knowledge, and operational excellence.
• Partner with leaders to identify capability gaps and develop learning strategies that improve performance.
• Build and develop and team of industry specialists to support product and customer change management
• Oversee progress communications, product updates, industry updates and governance awareness.

Product Readiness & UAT

• Own Product User Acceptance Testing (UAT) engagement for Client Success.
• Partner with Product, Technology, Operations, and Client Excellence leaders to validate customer-impacting releases.
• Ensure operational readiness before product launches.
• Develop standardized release readiness processes, communication plans, and deployment frameworks in partnership with Marketing

Product Change Management

• Lead operational implementation of product enhancements, regulatory changes, and industry-driven updates.
• Coordinate cross-functional readiness activities across Product, Technology, Operations, and Client Excellence.
• Develop change management strategies that minimize customer disruption while accelerating adoption.
• Ensure customer-facing teams are prepared to support evolving product capabilities.

Analytics & Operational Insights

• Lead Client Adoption reporting and operational insights supporting leadership decision-making.
• Develop dashboards measuring adoption, enablement effectiveness, knowledge utilization, and support readiness.
• Translate operational data into actionable strategic recommendations that improve customer outcomes.
• Partner with Quality and Continuous Improvement teams to identify capability improvement opportunities.

Cross-Functional Leadership

• Partner with:
  • Product
  • Technology
  • Sales
  • Operations
  • Client Excellence
  • Legal
  • Compliance
  • Marketing
• Influence enterprise priorities through collaboration and data-driven decision making.
• Serve as an executive sponsor for adoption and enablement initiatives supporting organizational transformation.

Leadership Responsibilities

• Build and develop high-performing enablement and adoption teams.
• Foster a culture of continuous learning, innovation, and accountability.
• Establish clear goals, performance expectations, and career development pathways.
• Promote collaboration across Client Success and enterprise partners.

Qualifications

Required

• Bachelor's degree in Business, Healthcare Administration, Organizational Development or other relevant discipline required. PharmD or Pharmaceutical Supply Chain Experience preferred.
• 12+ years of leadership experience in Client Success, Customer Operations, Adoption, Healthcare Operations, Product Enablement, or related functions.
• Experience leading cross-functional transformation initiatives.
• Demonstrated success building scalable operational programs.
• Strong executive communication and influencing skills.
• Experience leading organizational change in complex healthcare environments.

Preferred

• Healthcare technology, life sciences, pharmacy, or healthcare services experience.
• Experience with CRM platforms, knowledge management systems, and learning technologies.
• Lean, Six Sigma, Prosci, or Continuous Improvement experience.
• Experience supporting SaaS or technology-enabled services.

Leadership Characteristics

• Put the customer at the center of every decision.
• Champion Inmar's Standards through integrity, accountability, collaboration, continuous improvement, and transparency.
• Lead with curiosity and embrace innovation.
• Build trust through clear communication and consistent follow-through.
• Develop people while creating scalable systems.
• Balance strategic thinking with operational execution.
• Foster collaboration across functions to deliver enterprise outcomes.
• Inspire teams to embrace change while maintaining exceptional customer experiences.

Success Measures

Customer Impact

• Faster adoption of new products and capabilities.
• Reduced customer escalations through proactive enablement.

Operational Excellence

• Product readiness achieved prior to releases.
• Increased knowledge utilization and training effectiveness.
• Reduced time to proficiency for customer-facing associates.

Organizational Capability

• Increased associate engagement and capability development.
• Successful implementation of industry and product changes.
• Strong cross-functional alignment supporting Client Excellence.

Business Outcomes

• Improved client retention and account health.
• Increased operational scalability.
• Reduced support complexity.
• Greater organizational readiness supporting Healthcare growth.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance
• Basic and Supplemental Life Insurance options
• 401(k) retirement plans with company match
• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays
• Family-building benefits, including Maternity, Adoption, and Parental Leave
• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
• Wellness and Mental Health counseling services
• Concierge and work/life support resources
• Adoption Assistance Reimbursement
• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

At Inmar, compensation reflects our belief in integrity, transparency, and the value of individual contributions. The hiring range for this position is:

162,081.00 - 270,135.00 USD Annual

The final offer may vary based on factors such as geographic location, job-related skills, education, certifications, work experience, and other relevant considerations.

Depending on the job level and role, it may include:

• Annual discretionary bonuses through our Core Company Performance Bonus Plan
• Equity grants, sign-on bonuses, and other tailored incentive opportunities
• Additional discretionary compensation, such as:
  • Growing Revenue Incentives
  • Corporate or VIP Bonuses
  • Deferred compensation opportunities

The actual annualized salary offered at the time of hire will be communicated in the candidate’s offer letter. We remain committed to fairness and transparency across all locations. Where required, including for remote-eligible roles, local pay ranges are disclosed in accordance with applicable laws and regulations.

We are an Equal Opportunity Employer, including disability/vets.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.