Solutions Deployment Lead
R-01357331
The Solution Deployment Lead is responsible for enabling the successful rollout, adoption, and ongoing performance of customer solutions after agreement or solution approval. This role ensures that customers and internal stakeholders are aligned, prepared, and supported as solutions move from design into operational use.
The Solutions Deployment Lead acts as the central business and customer-facing deployment lead, partnering with commercial teams, solutions architects, applications and workflow experts, operations, customer service, supply chain, digital, quality, legal, and finance. This is an individual contributor role that requires strong customer engagement, matrix influence, operational understanding, and solution adoption focus.
Solutions Readiness and Enablement
- Support the transition of approved solution designs and customer commitments into operational readiness.
- Ensure internal teams understand the customer objectives, solution scope, expected outcomes, and ongoing support model.
- Identify readiness gaps across customer experience, operations, service, supply chain, systems, training, and support.
- Partner with functional teams to prepare the business for solution rollout and sustained customer success.
- Confirm that solution requirements are understood by the teams responsible for delivery and ongoing support.
Customer Engagement and Adoption
- Serve as a key customer-facing contact during solution rollout and adoption.
- Lead customer readiness discussions, adoption conversations, training coordination, and post-launch feedback sessions.
- Set clear expectations with customers regarding responsibilities, support channels, escalation paths, and success measures.
- Help customers understand how to use and gain value from deployed solutions.
- Gather customer feedback and translate it into internal actions that improve adoption and experience.
Cross-Functional Alignment
- Coordinate alignment across commercial, technical, operations, customer service, supply chain, digital, quality, finance, legal, and business unit stakeholders.
- Ensure internal stakeholders are aligned on customer priorities, solution intent, operating model, and support expectations.
- Facilitate communication between customer-facing teams and internal delivery functions.
- Drive accountability through influence, collaboration, and clear ownership across matrixed teams.
- Escalate barriers that may affect customer readiness, solution adoption, or service continuity.
Operational Integration
- Partner with operations and functional teams to embed customer solutions into standard business processes where appropriate.
- Support the definition of roles, responsibilities, handoffs, support models, and operating routines.
- Ensure deployed solutions are practical, scalable, and sustainable in day-to-day operations.
- Identify opportunities to improve operational efficiency, customer experience, and consistency across accounts.
- Support transition from deployment phase to steady-state account and operational ownership.
Risk, Issue, and Change Awareness
- Identify risks, gaps, dependencies, or changes that may affect customer adoption or operational success.
- Raise concerns early and work with appropriate owners to support resolution.
- Help assess customer impact when solution scope, operating assumptions, or business needs change.
- Maintain visibility to customer sentiment, readiness concerns, and adoption barriers.
- Support governance discussions by providing business, customer, and operational context.
Performance and Continuous Improvement
- Monitor adoption, customer feedback, service experience, and solution performance after rollout.
- Provide updates to leadership and account teams on customer readiness, adoption progress, risks, and improvement opportunities.
- Capture lessons learned and recommend improvements to solution rollout, enablement, and support processes.
- Share best practices across accounts, regions, and business teams.
- Contribute to reusable deployment playbooks, customer enablement materials, and operating models.
Required Qualifications
- Bachelor’s degree in business, life sciences, engineering, operations, or related field required; advanced degree preferred.
- Significant experience in customer solutions, commercial operations, implementation support, account enablement, customer success, operations, or business execution roles.
- Demonstrated ability to work across complex, cross-functional, matrixed organizations.
- Strong customer-facing communication skills with ability to manage expectations and support adoption.
- Experience supporting the rollout or operationalization of customer solutions, services, applications and workflows, or business programs.
- Ability to translate customer commitments and solution intent into clear operating expectations.
- Strong organizational skills and ability to manage multiple customer and internal priorities.
- Ability to influence without direct authority across functions, business units, regions, and levels.
- Strong problem-solving, escalation, stakeholder management, and decision-support skills.
- Ability to travel up to 75% with a valid passport
Preferred Qualifications
- Experience in pharmaceutical, biopharma, life sciences, healthcare, diagnostics, laboratory, manufacturing, or regulated environments.
- Experience supporting enterprise customer solutions, managed services, application and workflow solutions, digital solutions, supply programs, or multi-site customer programs.
- Knowledge of quality systems, compliance expectations, validation, change control, or regulated operational processes.
- Familiarity with CRM, ERP, service management, customer success, or reporting tools.
- Experience supporting global or multinational customer engagements.
- Experience creating customer enablement materials, adoption frameworks, operating models, or support documentation.
Key Competencies
- Customer enablement
- Solution adoption
- Operational readiness
- Cross-functional alignment
- Matrix leadership
- Customer communication
- Stakeholder management
- Change awareness
- Business execution
- Escalation management
- Continuous improvement
- Influence without authority
Scope and Impact
The Solution Deployment Lead is an individual contributor role responsible for enabling the rollout, adoption, and operational success of complex customer solutions. The role has broad impact on customer experience, commercial commitment delivery, internal readiness, solution adoption, and long-term account success.
The position does not serve as a traditional project management role. Instead, it focuses on customer readiness, operational alignment, stakeholder enablement, adoption support, and sustained solution value.
