VP Client Services

Job description

Konovo is a global healthcare intelligence company on a mission to transform research through technology- enabling faster, better, connected insights. Konovo provides healthcare organisations with access to over 2 million healthcare professionals and patients—the largest network of its kind globally. With a workforce of over 300 employees across 5 countries: India, Bosnia and Herzegovina, the United Kingdom, Mexico, and the United States, we collaborate to support some of the most prominent names in healthcare. Our customers include over 300 global pharmaceutical companies, medical device manufacturers, research agencies, and consultancy firms. As we transition from a service-oriented model to a product-driven platform, we are expanding our hybrid Bengaluru-based team. We are looking for a VP Client Services to contribute to our mission by building and leading the India delivery organisation that runs quantitative and qualitative healthcare market research for our global clients. This is a chance to build a delivery function, not inherit one, with its operating model, standards and leadership bench shaped by you. Reporting to the Chief Operating Officer, you will lead the teams responsible for project management and sampling, provide leadership oversight to our survey programming lead in India, and partner closely with the India Managing Director and our Commercial, Product, Technology, People, and Finance teams across all segments. **How You’ll Make an Impact:** - **Build and lead a high-performing team.** Hire, develop and retain a delivery organisation, with clear roles, strong managers and a consistent rhythm of goals, feedback and recognition. - **Create the delivery operating system.** Standardise workflows, handoffs, documentation and quality checks across account management, sampling and programming, so quality and speed improve as the team grows. - **Raise capability at scale.** Design structured onboarding, training and knowledge-transfer programmes in project delivery, fieldwork, client communication and financial discipline. - **Own delivery across all segments.** Oversee feasibility, sourcing, fieldwork, quality, timelines and budgets, and use performance data to reduce rework, shorten turnaround and increase predictability. - **Be the senior delivery voice with clients.** Build relationships with key global clients, lead critical delivery conversations and resolve escalations with clear communication and follow-through. Partner with Commercial on feasibility, scope, pricing inputs and delivery commitments. - **Strengthen project economics.** Work with the SVP and Finance to manage delivery cost (including sample cost), productivity and margin, and tighten project visibility, closeout and billing readiness. - **Improve how delivery works globally.** Partner with Product and Technology on better delivery tools and practical automation, and align with global delivery leaders on shared standards and change management. **What We’re Looking For:** - Deep healthcare market research experience, with a track record of leading client delivery, project management and sampling operations. - 15+ years in market research delivery or research operations, including 10+ years leading delivery teams across geographies and time zones for global clients. - Strong command of quantitative and qualitative delivery, including healthcare audience recruitment, feasibility, fieldwork and quality control. - Proven ability to build teams, implement training programs and standardise processes in a scaling environment. - Strong financial acumen: comfortable owning delivery budgets, margin drivers and operational performance. - Credibility with senior clients, calm leadership through escalations, and a strong partnership approach with commercial teams. - Working knowledge of survey programming workflows and the ability to lead a technical functional leader; direct leadership of a programming team is a plus. - A practical operator who turns strategy into clear plans, uses data to make decisions and brings people along through change. - Ability to work from our Bengaluru office at least 2 days per week and travel occasionally to other cities with India. Expect travel once per year to the USA and EU. - Ability to work until 11:30pm IST or later 2-3 nights per week, in order to collaborate with the teams in the US and Europe. Comfort in leading a team of people who work across 2-3 shifts, covering IST, EU and USA hours. - Comfortable leveraging, and helping to inform the development of AI-enabled tools to transform workflows, improve response quality and timeliness, and deliver growth at scale without compromising data integrity or customer experience. **Why Join Konovo?** - Be part of a mission-driven organisation that is empowering life science researchers and data scientists with the broadest ecosystem of healthcare audiences and an intelligent, AI-enabled platform — so insights aren't just collected, they're connected. - Join a fast-growing global team with opportunities for professional growth and advancement. - Enjoy a collaborative and hybrid work environment that fosters innovation and flexibility. - Experience a workplace that puts employees first, offering a workplace designed for growth, well-being, and balance. - Become a part of an organisation that prioritizes your well-being with comprehensive benefits, including group medical coverage, accident insurance, and a robust leave policy. Our employee-centric policies ensure a rewarding and fulfilling work experience. - Make a real-world impact by helping healthcare organisations innovate faster. If you’re eager to build a meaningful career in healthcare market research — and you’re smart, nice, and driven to make an impact — we’d love to hear from you! **Apply now to be part of our journey.**