Customer Strategy Director, Ecosystem Programs

About Faro

Faro AI aims to improve lives by helping life sciences companies answer complex clinical questions simply, efficiently and effectively. Our software platform gives clinical development teams a single source of truth for study design, bringing structured data, documents and teams together so they can design better trials and reach important milestones faster.

Faro is a mission-driven company and we pride ourselves on a vibrant, inclusive, and growth mindset-oriented culture. Faro offers competitive compensation and benefits, generous vacation and parental leave, flexible working hours, and remote-friendly ways of working. Remote employees work from home and travel periodically for in-person collaboration and team events.

The Opportunity

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.

Why Join Faro?

• Lead some of Faro's most strategically important and complex customer programs
• Work at the intersection of business strategy, clinical development, AI, data and technology
• Build long-term relationships with senior leaders across the world's leading life sciences organisations
• Help define how Faro approaches emerging customer capabilities, innovation and ecosystem programs as the company scales
• Join a growing Customer Strategy function with meaningful influence on Faro's customers, product and future operating model

What You'll Do

• Strategic Program & Executive Leadership: 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.
• Business & Technical Advisory: 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.
• Transformation & Change Leadership: 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.
• Cross-functional Leadership: 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.
• Capability Development & Strategic Insight: 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.
• Customer Strategy Collaboration: Work closely with Customer Strategy Managers where ecosystem programs intersect with established customer accounts. Customer Strategy Managers continue to lead the broader customer strategy, adoption, value realization, and ongoing customer relationship, while the Customer Strategy Director, Ecosystem Programs leads the defined ecosystem or innovation program. Together, the roles ensure emerging initiatives remain connected to the customer's broader strategy and long-term success.

About You

• 8+ years of experience in management consulting, technology strategy, digital transformation, data and analytics consulting, or a comparable strategic advisory environment.
• Demonstrated experience working within pharmaceutical R&D and clinical development, with a strong understanding of clinical trial processes, workflows and operational challenges.
• Strong understanding of clinical development data flows and technology ecosystems, including how clinical data is generated, structured, integrated and exchanged across systems and workflows.
• Experience advising on or leading digital, data, or technology transformation initiatives, with the ability to connect technical capabilities, data architecture and system dependencies to business strategy and operational outcomes.
• Proven ability to operate at the intersection of business and technology, engaging credibly with technical specialists while independently leading strategic discussions and decision-making with senior customer 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 Have

• Familiarity with statistical analysis or quantitative decision-making within clinical development.
• Experience working with clinical data standards and industry frameworks, such as CDISC.
• Experience working with AI-enabled technologies, advanced analytics or enterprise SaaS platforms.
• Experience leading innovation or emerging-technology programmes where requirements, capabilities and success measures evolved throughout the engagement

Salary

Salary range for this position is $166,000 - $210,000 per year.
Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training

Equity

In addition to this position’s salary (listed above), equity will be a major component of the total compensation for this position. We aim to offer higher-than-average equity compensation for a company of our size, and communicate equity amounts at the time of offer issuance.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic)
• Short Term and Long Term Disability
• Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed)
• Training & Development Reimbursement
• Hybrid Work Environment
• Peer-to-peer bonus program
• Company/department outings and events
• Stock Option Plan
• HQ Office On-Premises Amenities; gym, restaurants tenant discount, Padel Nine