Customer Transformation & Enablement Lead
Role Description: As a Customer Transformation & Enablement Lead, you will be responsible for driving the successful adoption of Viseven’s products and services across pharma and life sciences organizations. You will partner with customers throughout their change and enablement journey, aligning stakeholders, delivering effective adoption strategies, and fostering long-term engagement. Your goal will be to help customers realize measurable business value while building confidence and self-sufficiency in using our solutions.
Responsibilities:
1. Understand the change and the people
- Partner with account core team to draft the transformation roadmap for clients, illustrating how collectively our work and projects will contribute to overall success of our clients
- Help identify key stakeholders and conduct structured stakeholder mapping and change impact assessments for each assigned client, identifying key user groups, resistance drivers, and current-state workflows.
- Assess organizational readiness for change and identify business needs and capability gaps to inform program design.
- Benchmark relevant industry and internal best practices and produce a client-specific transition roadmap, validated by the customer's project sponsors.
2. Build the integrated change-and-enablement plan
- Develop detailed plans outlining business objectives, change and enablement approaches and timelines, resource requirements, and success metrics.
- Design targeted learning strategies mapped directly to identified capability gaps and transformation milestones, ensuring coverage of all impacted user roles.
3. Engage stakeholders and communicate the change
- Build and maintain a stakeholder engagement plan, conducting regular touchpoints (sponsor briefings, champion network meetings, user pulse checks) to proactively surface resistance and drive sponsor alignment.
- Develop a structured communication plan and feedback loops, ensuring all impacted users understand the why, what, and what's-in-it-for-me of the change before go-live.
4. Enable and build capability
- Design and develop customer-centric learning experiences to drive competency development.
- Facilitate live and virtual training sessions for various user groups adapting delivery style and tracking session-level engagement and comprehension.
5. Support adoption and reinforce
- Own the post-go-live reinforcement plan: coordinate with Viseven's customer success, product, and technical teams to ensure adoption support is continuous, not event-based.
- Monitor adoption rates, identify lagging segments, and deploy targeted interventions (re-training, 1:1 coaching, peer champion support) to close gaps.
- Establish and activate an internal champion network within each client organization, equipping 'super users' to sustain adoption and support peers beyond the formal program.
6. Measure, iterate, and showcase
- Track a defined set of program KPIs throughout the engagement: adoption/usage rates, training completion rates, assessment scores, and stakeholder satisfaction (NPS or equivalent), reported to the client sponsor.
- Conduct a formal post-program retrospective, documenting quantified outcomes (e.g., '85% of target users reached proficient use within 6 weeks'), lessons learned, and reusable best practices for the Viseven knowledge base.
- Capture lessons learned and best practices; showcase wins and the program's achievements.
7. Sustain momentum for Transformation
- Socialize success and foster re-use of the best practices
- Document impact and benefits realization
- Facilitate the collation of learning and recommendations
Required Skills and Experience:
- 3-5+ years leading end-to-end change management or customer enablement programs in a client-facing, B2B SaaS or consulting environment; pharma/life-sciences experience strongly preferred.
- Proven track record of designing and executing learning and change strategies that achieved measurable adoption outcomes.
- Working knowledge of both instructional design (ADDIE, learning design thinking) and/or change-management frameworks (e.g., ADKAR / Prosci).
- SaaS solutions, customer onboarding, and/or omnichannel strategy and execution within the pharma / life-sciences industry is a plus.
- Comfort enabling customers on AI-driven or agentic tools, and curiosity about how AI changes ways of working.
- Able to translate complex workflows and technical product features into clear, engaging learning content for non-technical pharma users, without oversimplifying or creating dependency.
- Confident facilitating conversations with C-suite sponsors and frontline end-users alike; able to shift communication style to the audience and to guide constructively when adoption risk is being underestimated.
- Strong analytical and problem-solving abilities, with the ability to anticipate and mitigate risks.
- Ability to simplify complex topics into engaging, effective learning experiences.
- Cross-functional collaboration; self-driven, curious, and proactive.
- Advanced/Fluent English (written and spoken); a second language is a plus.