Customer Strategy Director, Ecosystem Programs

Faro Health Inc.

9d•$166,000 - $196,000•Hybrid

About The Position

Faro is looking for a Customer Strategy Director, Ecosystem Programs to join our growing team. This is a senior individual contributor role designed to lead some of Faro's most strategic and multi-dimensional customer programs at the intersection of business strategy, clinical development, data and technology. As Faro expands its work with leading pharmaceutical organisations, our customer engagements increasingly extend beyond adoption of established solutions. We are working alongside customers and other organisations to define new capabilities, develop new operating models, connect disparate technology and data ecosystems for a more unified data workflow, and determine how emerging solutions can create measurable business value. In this role, you will provide the strategic leadership needed to move these programs from conception to execution. You will combine executive-level customer relationship skills and management consulting-style problem solving with sufficient technical depth to lead conversations involving data architecture, analytics, statistics, integrations and complex clinical development workflows. You will not be expected to replace Faro's Product, Data or technical specialists. Instead, you will provide the bridge between business and technical stakeholders, translating between audiences, helping to drive decisions and ensure specialist expertise is brought in where it creates the greatest value. This is an exciting opportunity for an experienced management consultant, strategic advisor or customer transformation leader with a background in data and analytics who wants to move closer to long-term customer outcomes while helping shape how AI and technology transform clinical development.

Requirements

8+ years of experience in management consulting, strategy consulting, data and analytics consulting, business transformation or a comparable strategic advisory environment
Meaningful experience within data and analytics, statistics, data architecture, data strategy or a related technical discipline
Strong understanding of pharmaceutical R&D, clinical development, life sciences or a closely related industry
Demonstrated ability to lead senior customer relationships while also engaging credibly with technical and data stakeholders
Exceptional structured problem-solving skills and comfort bringing clarity to highly ambiguous problems
Experience leading complex, multi-stakeholder programs across organisational boundaries
Ability to translate between business strategy and technical concepts without needing to be the deepest technical specialist in the room
Strong executive communication, facilitation and storytelling skills
Demonstrated commercial awareness and experience identifying opportunities to create additional client or customer value
Comfortable influencing senior internal and external stakeholders without direct authority
Self-directed, intellectually curious and comfortable operating in a rapidly evolving environment
Ability to travel up to 30%

Nice To Haves

Management consulting experience within a dedicated data, analytics or technology practice
Experience advising pharmaceutical or biotechnology organisations on data strategy, clinical technology or digital transformation
Familiarity with clinical data standards, EDC, clinical systems, integrations or clinical trial data flows
Experience with statistical analysis or quantitative decision-making in clinical development
Experience with AI-enabled technology or enterprise SaaS platforms
Experience leading innovation or emerging-technology programs where requirements and success measures evolved during the engagement

Responsibilities

Lead large ecosystem and innovation programs that extend beyond established solution adoption, bringing structure and direction to initiatives where the path forward may not yet be fully defined.
Guide programs from early definition through execution and measurable outcomes while building trusted relationships with senior and executive stakeholders and maintaining alignment between Faro and Customer organizations.
Bring the technical fluency to engage credibly with both business and technical stakeholders, translating between customer objectives, emerging capabilities, and technical considerations.
Use that understanding to ask the right questions, identify key dependencies and implications, and guide informed decisions, partnering with Faro's Data Science, Implementation Services, Product, and Engineering teams when specialist technical expertise is required.
Shape the change strategies and operating approaches required to turn emerging capabilities into sustainable ways of working.
Help customers navigate the organizational complexity of new technology adoption, building the alignment and momentum required to move from experimentation toward successful adoption and scale.
Bring together business and technical stakeholders across Faro and customer organizations to drive complex programs forward.
Lead through influence, creating clarity around priorities, decisions, dependencies, and responsibilities while maintaining momentum across multiple teams and workstreams.
Help evolve Faro's approach to ecosystem programs, and strategic customer engagements by translating lessons from individual programs into repeatable frameworks, operating models, and best practices for the broader Customer Strategy team.
Work closely with Customer Strategy Managers where ecosystem programs intersect with established customer accounts.
Ensure emerging initiatives remain connected to the customer's broader strategy and long-term success.