Director, Digital Enablement

The role is for a Director of Digital Enablement at PerkinElmer, focusing on customer success and digital platform value realization within scientific solutions, primarily supporting the OneSource Lab Solutions platform.

Location: US Remote - MA

Salary: $180,000–$220,000/yr

Responsibilities

• Own the customer relationship for digital platform adoption and value realization, starting with Asset Genius accounts.
• Translate utilization and capital-planning data into business terms at recurring account reviews.
• Identify accounts where the customer has access to platform data but isn't using it, and close that gap.
• Serve as the first point of contact for account health, escalation, and value articulation.
• Partner with commercial organization to surface expansion opportunities.
• Use usage-based and condition-based capital-planning insights to defend and grow existing contracts.
• Build and run a centralized professional services function for platform deployment, onboarding, and ongoing support.
• Partner with account teams to scope deployment engagements and manage utilization.
• Work with Insights & Analytics to answer account-specific data questions and relay themes to product roadmap.
• Partner with product management to relay customer needs into release cycles.
• Align with commercial leadership for platform value messaging.
• Build out the customer success function for the digital platform, starting with Asset Genius.
• Define account health metrics, value-realization playbooks, and escalation criteria.
• Recruit, develop, and manage the professional services and deployment team.
• Shift digital customer engagement from ad hoc support to centralized, need-based services.
• Make data customers use into value customers can see and renew.
• Move from reactive account defense to proactive retention and expansion.
• Expand customer success across the full digital platform.

Requirements

• Comfortable operating with limited process in a function that is still being defined.

Benefits

• Annual compensation range of $180,000 to $220,000.

Additional Information

• The role involves significant organizational and strategic development, with a focus on customer success, data-driven insights, and platform expansion.