Solution Architect – Quality, QMS
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Job Description
Solution Architect leading Kivo’s regulated pharmaceutical quality software implementations. Owning customer success, adoption, retention, and expansion across North American accounts.
Responsibilities:
- Engage early in the sales process to assist with requirements definition and project scoping
- Lead end-to-end implementations of the Kivo platform through structured project management and governance
- Facilitate discovery and design workshops
- Translate regulated process requirements into configured platform solutions with documented decisions
- Guide customer adoption of Kivo
- Educate customers on Kivo’s validation methodology and orient them to Kivo documentation
- Partner with the Data Migration team on discovery, field mapping, dry-run coordination, and production cutover checklists
- Guide change management activities including defect triage, go-live readiness assessments, user training enablement, and post-go-live stabilization
- Manage a portfolio of North American accounts as the primary strategic post-implementation contact
- Build and maintain tailored success plans aligned with customer business goals
- Partner with Sales to identify, qualify, and advance expansion and upsell opportunities
- Cultivate senior-level customer relationships and deliver executive-ready insights, business reviews, and ROI narratives
- Surface customer feedback, advocate for roadmap priorities, and collaborate with Product on features and packaged offerings
- Manage customer adoption of new feature releases and configuration changes
- Own GRR and NRR metrics; execute playbooks for at-risk accounts, renewals, and expansion conversations
Requirements:
- 5–10+ years of experience in a customer success, implementation, or blended services role within a life-sciences SaaS environment (pharma, biotech, med-device, or CRO)
- Strong domain knowledge of Quality process in the pharmaceutical/biotech or medtech industries
- Demonstrated track record managing across a portfolio of accounts
- Working knowledge of regulated industry requirements (GxP, 21 CFR Part 11 / Annex 11)
- Comfort supporting validation deliverables (CSA/CSV)
- Experience leading software implementations in a regulated environment, including project planning, stakeholder management, and go-live delivery
- Excellent written and verbal communication skills in English
- Comfortable presenting to technical users and C-suite stakeholders
- Based in the US with flexibility to occasionally time-shift for EU-based project collaboration
- Applied AI experience with AI models such as Claude, ChatGPT, or Copilot to build workflows, automations, or skills, and ability to guide customers in their use
- Hands-on experience with life-sciences SaaS platforms such as Vault, MasterControl, TrackWise/ETQ, or comparable eQMS, eTMF, or RIM systems
- Prior experience working in hyper-growth, fast-paced environments and managing multiple priorities
- Bachelor’s degree in computer science or equivalent experience
Benefits:
- Balance outside the office
- PMP, Agile/Scrum certification, or equivalent project management training mentioned as a nice-to-have development qualification
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