Christopher Head Email & Phone Number

Wellesley, Ma, Us

Overseeing client support for 4G's RTSM application post-clinical study go-live, ensuring a positive support experience for clinical study sponsors by managing sponsor communications, troubleshooting issues, providing timely updates on system health, leading client meetings, offering training, and acting as the primary liaison with Client Directors of the fully cloud-based, 100% configurable, and flexible solutions that utilize natural language processing (NLP) to accelerate clinical trials. 4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.▪Serving as the primary contact for clinical study sponsors after study go-live.▪Primary liaison with Client Directors, providing updates on sponsor and study health.▪Escalation point for Junior Support Analysts (JSAs), Production Support Specialists (PSSs), and Client Excellence teams regarding configuration changes, data changes, and user contact inquiries.▪Configuration of the RTSM application for system enhancements and fixes.▪Performing System Validation of configuration updates and lead User Acceptance Testing (UAT) with sponsors.▪Ensuring proper documentation in specifications, support documents, and JIRA.▪Delegation of support tasks to internal team members, ensuring accuracy, quality, and timely completion.▪Leading problem-solving efforts and collaborate cross-functionally to resolve issues.▪Providing training and guidance on the application’s usage.▪Identification of opportunities to improve internal procedures and overall effectiveness.

Cambridge, Ma, Us

Led initiatives across the GXP (Good Practices) landscape, with a strong emphasis on CMC (Chemistry, Manufacturing, and Controls) within the Digital Pioneering Medicines portfolio.Key Achievements:▪Orchestrated collaborative efforts with cross-functional teams to formulate and execute strategic project plans in alignment with organizational objectives.▪Spearheaded establishment of robust operational foundations, ensuring seamless integration of workflows.▪Oversaw enhanced data management capabilities with stringent standards for accuracy, security, and compliance.▪Engagement with stakeholders to maximize digital investments, optimize resources, and elevate project outcomes.▪Advocated for reduction of manual work streams through cutting-edge automation in compliance with GXP.▪Cultivated robust relationships, via clear communication, and alignment throughout the project lifecycle.▪Proactively identified and mitigated project risks, ensuring successful project delivery.▪Oversaw Veeva Quickvault system and updated QC processes, SDLC policies and process, KOL Salesforce database▪Database migration and SharePoint migration from Egnyte cloud storage across product portfolio.▪Collaborated with individuals possessing diverse technical backgrounds for project execution

Tokyo, Jp

Oversight of the planning, development and optimization of the Plasma-Derived Therapies - Data Digital and Technology PMO efforts utilizing principles, standards and best practices. Key Achievements:▪Facilitated partnerships with PDT DD&T team members to manage the DD&T portfolio.▪Identified strategic resourcing needs.▪Leadership of key strategic planning activities.▪Reporting program progress.▪Oversight of project budgets and execution of communication/change management plans. ▪Development and implementation process improvement of the PMO intake, governance and execution strategies.▪Management of collaboration with stakeholders to ensure the portfolio commitments are delivered successfully. ▪Ensuring project efforts meet or exceed Business Partner expectations of timelines, cost and performance, insuring alignment to business objectives and strategic priorities.▪Liaison with Project Managers, Business Partners, Global DD&T Teams and TMO – ensuring a seamless delivery experience.▪Oversaw STARLIMS implementation across multiple sites domestic and international.

Boston, Ma, Us

Responsible for oversight of organ on chip contract research services and internal development projects replicating precise microphysiological conditions in a wide variety of organ models and applications—from disease modeling, to target validation, to drug candidate safety and efficacy evaluation.Key Achievements:▪Cross-functional planning of projects in a highly dynamic environment (incl. definition of scope, tasks, work packages and deliverables), coordination, and monitoring of project progress (incl. budget, timelines, quality, risk management) ▪Collaborated with Product, R&D and Data Science teams on various predictive validity and AI related Organ-On Chip studies, enabling insight into human response much earlier in the drug development workflow. ▪Lead cross-functional planning of CMC development projects in a highly dynamic environment (incl. definition of scope, tasks, work packages and deliverables), coordination, and monitoring of project progress (incl. budget, timelines, quality, risk management) in highly regulated GMP environment. ▪Integrated strategy and operational execution across all the functional areas and work packages in delivering the program’s goals.▪Established and ensured efficient content and information flow between interdisciplinary teams incl. routine status reporting and project reviews to ensure that project goals met company’s vision and strategy. ▪Lead implementation of company-wide processes and process improvement initiatives to optimize operational efficiency ▪Built, maintained, and managed high performing project teams ▪Tracked and projected performance using appropriate KPIs, metrics, tools, and techniques. ▪Facilitated communication with external and internal stakeholders▪Assisted and collaborated with the Finance Team to report revenue and control the Applied Bioscience P&L.▪Compiled and presented metrics to CEO and Executive Leadership Team.

Boston, Ma, Us

Supported the core functionality of the PPM team in standardization and optimization of ambulatory workflows using innovative protocols for increasing patient access, improving the patient experience, and leveraging technology for ambulatory care. Key Achievements:▪Recognized as a Mass General Brigham 2020 Pillars of Excellence Award winner for COVID projects. ▪Insured MGH/MGPO and patient expectations for operations and services by connecting practices with the resources available to improve operations and efficiencies.▪Collaborated with division leadership, team members, administrative and clinical leaders across the MGH/MGPO ambulatory practices to support standardized patient access project implementations, including change management strategies.▪Led assigned operational performance and improvement projects related to patient access, scheduling template optimization, and other practice operations-focused initiatives.▪Utilized processes and work system improvements that enabled the optimum performance of the project team including standardized approach and tools for project management and productivity communications▪Partnered with MGH practice leaders to monitor and evaluate project implementation and any post-project needs, such as metrics or training.

Newton, Massachusetts, Us

Provided ownership for a portfolio of SaaS implementation projects including planning, business analysis, and solution design. Estimated timelines and offshore development resources available to ensure project progress, and liaising with clients to communicate outcomes. Assessed business risk and provided solutions to minimize complications and delays.Key Achievements:▪ Facilitated and consulted on Tuition and Student Loan Reimbursement programs, improving best practices, policy, change communications, and training.▪ Led requirements gathering sessions and conducted one-on-one interviews to understand processes and policies.▪ Created Business and Product Requirement Documentation.▪ Developed training plans and documentation.▪ Trained clients on the day-to-day use of administration and reporting systems.▪ Facilitated user acceptance testing.▪ Updated data submission process, providing clients various file formats and transmission options within strict data security standards.

Boston, Massachusetts, Us

Oversaw projects designed to help students in their pursuit of a college degree. Coordinated project initiatives to ensure products and services were delivered in accordance with the client’s needs and the company’s contractual obligations. Maintained client relations through constant open lines of communication and provided updates and reports of progress to management. Key Achievements: ▪ Led projects involving Salesforce product development and custom reporting.▪ Gathered requirements and translated into onboarding documentation.▪ Led requirements gathering sessions and conducted one-on-one interviews to understand the current process and policies.▪ Implemented and tested SaaS applications and integrated applications with client architectural service.▪ Updated data submission process, providing clients various file formats and transmission options within strict data security standards.▪ Achieved 88% account renewal rate, providing lasting partnerships and continued revenue.▪ Developed training plans and documentation.▪ Trained clients on day-to-day use of administration and reporting systems.▪ Facilitated user acceptance testing.▪ Key contributor in assisting corporate with achieving 3.5 million members.

Boston, Ma, Us

Developed overall strategy for the department with the goal of maximizing customer satisfaction. Directed team of three analysts providing integration of training and help desk support, and a team of four trainers assuring support across all content areas. Led various trainings, workshops, and seminars aimed to equip staff with information on registration, development, delivery, and evaluation of financial systems policies and procedures.Key Achievements:▪ Created and instituted additional training offerings and new initiatives for clients, enhancing value add and overall client experience.▪ Implemented and streamlined use of technology resources (eLearning, webcast) to support customer service programs and initiatives.

Charleston, Sc, Us

Managed projects relating to design, development, and marketing of online healthcare education and informational SaaS based system. Created and managed project plans and budgets to coordinate work across functional teams. Facilitated process improvements in project delivery and operations, managed expectations, and ensured customer satisfaction. Collaborated with management, designers, developers, and other internal team members to deliver quality products on time and on budget.Key Achievements:▪ Developed system of product specifications aiding use of online resources, allowing partners to integrate into existing student portal and services systems.▪ Instituted knowledge management systems with client solutions and best practices. ▪ Responsible for over 80 clients, with a 90% renewal rate. ▪ Conducted requirements gathering sessions and one-on-one interviews to understand the current process and policies.▪ Led requirements documentation and onboarding.▪ Developed client training plans and supporting documentation.▪ Oversaw user acceptance testing. ▪ Led projects involving Salesforce product development and custom reporting.

Ashburn, Virginia, Us

Pioneered online graduate-level courses and schedules for the JASON Academy, an initiative of the JASON Foundation for Education (JASON Learning) and National Geographic.Key Achievements:▪ Advised educators with online courses to enhance their STEM background and equip them with tools to instruct students more effectively.▪Devised and implemented policies, procedures, and technology solutions supporting the registration process.▪Overhauled and restructured LMS registration process and systems, driving up enrollment numbers.▪Organized student records and coordinated graduate credits with various higher education institutions.▪Provided technical support for LMS users.▪Monitored session statistics, including completion rates and evaluation data.

B.A., Communications

Education record

Education record