POMS hiring director of services

Working at POMS Corporation

At POMS Corporation, you will work with the most talented engineers, consultants, and thought leaders to help Life Science companies around the world transform into digital GMP operations. From developer jobs, to consulting & implementation, to quality and support positions — we think outside the box, and view our colleagues as friends.

Job Description

Job Title:                           Customer Success Specialist

Department:                     Customer Support

Reports To:                        Vice President of Customer Support

Location:                             Remote (North America)

About POMS

POMS Corporation is a leading provider of Manufacturing Execution Systems (MES) tailored for the life sciences sector, including pharmaceuticals, biotechnology, cell and gene therapy, and medical devices. Our flagship product, POMSnet Aquila, is a web-based MES designed to enhance compliance, control, and execution within regulated Good Manufacturing Practice (GMP) facilities. With over 100 validated sites and more than 25,000 users across 15 countries, POMSnet Aquila is one of the most widely used MES solutions in the life sciences industries. POMS is owned by Constellation Software – one of the fastest growing software companies in Canada.

Job Summary

As a Customer Success Specialist, you will be the primary point of contact for our customers, ensuring their success and satisfaction with our software products and services. You will serve as a trusted advisor and the key liaison between customers and internal teams. Your mission is to help customers achieve value, drive adoption, and maintain strong, long-lasting relationships. This role blends relationship management, technical understanding, and proactive support to ensure customers thrive using our solutions.

Job Responsibilities

  • Strategic Relationship Management: Serve as the primary point of contact and trusted advisor for assigned accounts, building relationships with end users, plant operations, IT, and executive stakeholders.
  • Strategic Account Planning: Partner with Sales, Services, Product and Support to develop and maintain comprehensive account plans that map customer business goals, technical landscapes, key stakeholders, and expansion opportunities
  • Adoption & Value Realization: Develop success plans and ROI analysis to help drive product adoption, and alignment of our MES solutions with customers’ manufacturing objectives and processes
  • Expansion & Growth Intelligence: Proactively identify and qualify expansion opportunities at existing sites – including additional lines, products, or modules – partnering with Sales teams to drive revenue growth
  • Structured Account Check-Ins: Lead monthly check-ins and periodic business reviews with assigned accounts to highlight ROI, provide optimization insights, and ensure our continuous alignment with customer goals
  • Retention: Monitor engagement and satisfaction to identify early attrition risks; lead “Get Well Plans” and cross-functional efforts (Product, Engineering, Support, Professional Services) to resolve friction
  • Voice of the Customer: Design and execute NPS surveys, Health Checks, and Customer Spotlights to understand customer needs, and advocate for these internally to influence product enhancements and roadmap decisions.
  • Support & Escalation Oversight: Act as the strategic lead for escalations; partner with Support to prioritize backlogs, provide guidance on high-impact tickets, and ensure timely, technical resolutions. Occasionally take lead on select tickets.
  • Community & Resource Development: Collaborate with marketing on customer-facing webinars/events, and develop resources (FAQs, best practices, onboarding guides) to cultivate a community of power users and internal SMEs.
  • Cross-Functional Collaboration: Partner with Support, Product Management, Engineering, Training, and Sales to resolve issues and share customer feedback.
  • Travel: This role requires the ability to engage with customers where they work. Expect approximately 10-15% travel for site visits, industry conferences, and enterprise events.

Qualifications & Experience

  • 5+ years managing client relationships
  • Strong experience in FDA regulated Life Sciences, Biotech, and Pharma Manufacturing
  • Familiarity with digital manufacturing platforms (MES, ERP, LIMS, QMS, or similar), integrations, and infrastructure architectures
  • Strong interpersonal skills with the ability to build trust and influence without authority.
  • Excellent communication skills — both written and verbal — with the ability to adapt to technical and business audiences.
  • Proven problem-solver with strong organizational and multitasking abilities.
  • Comfort working with software tools including CRM systems, help desk platforms, and analytics dashboards.
  • Ability to translate customer needs into actionable insights for internal teams.
  • Customer-centric mindset with a passion for helping organizations succeed.
  • Bachelor’s degree in business, technology, or related field (or equivalent experience).

Why Join Us?

  • Opportunity to lead, shape, and strengthen relationships with our customers.
  • A collaborative and mission-driven team environment
  • The ability to make a tangible impact – helping drive outcomes at some of the largest life sciences companies in the world
  • Competitive salary and benefits package
  • Career growth opportunities in a fast-growing company

FLSA Designation (US Only):

Exempt

Salary Range:

The estimated base salary range for this role is USD$90,000.00 – USD$110,000.00 per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.

Other Compensation (US Only):

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Benefits (US Only):

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

Time off (US Only):

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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#POMS

Job Title:                           Project Manager

Department:                     Professional Services

Reports To:                        Director of Professional Services

Location:                             Remote

 

Who we are

As an industry-leading provider of world-class MES solutions, POMS is committed to improving the effectiveness, competitiveness, and compliance of regulated manufacturers in the health sciences industries. Based in Herndon, Virginia, we have over 100 systems and more than 25,000 users distributed across 20 countries – making POMS one of the most widely used MES offerings around the globe.

 

What the position is

We are seeking a highly qualified Project Manager to support customer implementation projects within our Professional Services organization.  At POMS, project management is about more than facilitating a meeting or sending a status report.  Project Managers provide visibility and clarity to the customer about the activities and deliverables that are important to the success of the project.  They are forward looking, ensuring that resources and tools will be in place when needed.  They mitigate problems before they occur.  They reduce risk of failure.

What you will do

You are responsible for the commercial and business success of assigned projects.  You track and ensure delivery on contractual commitments.  You ensure we do not exceed our scope.  You look for and remove blockers for the project team.  You manage the budget through effective forecasting.  You collaborate and communicate with the project team all aspects of the project, including current and upcoming activities.

Specific Roles and Responsibilities:

  1. Lead Pharmaceutical and Health Sciences projects, including the justification, design, implementation and commissioning activities.
  1. Keep the customer informed of POMS activities and status. Conduct regular meetings with the customer project team. Keep and distribute meeting minutes to capture action items and key decisions.  Create and distribute regular status reports.
  1. Understand the overall customer schedule and how customer activities and deliverables fit into the POMS schedule. Manage the POMS project schedule.
  1. Manage the relationship with key stakeholders and keep a pulse on customer satisfaction and customer dynamics. Maintain communication (both formal and informal) with the key customer stakeholders.
  1. Manage projects to ensure scope is delivered within required performance criteria including budget, schedule, quality and customer satisfaction. Ensure all deliverables are provided on schedule and all committed activities and performed. Negotiate scope disagreements and changes.
  1. Serve as the primary point of contact for the customer escalations. Leverage the Director of Professional Services for customer escalations when required.
  1. Guide projects according to the POMS project methodology as well as company procedures and guidelines. Model best practices and behaviors for the project team.
  1. Be engaged regularly with the project team. Manage the project assignments of Solutions Consultants and other staff for assigned projects. Plan resource needs in collaboration with the Director of Professional Services.
  1. Collaborate with Sales and Customer Support organizations in developing Statements of Work including effort estimates, scope, deliverables and timelines.
  1. Collaborate with the Director of Professional Services and Finance to ensure project forecasting and financials are accurately reflected in the corporation’s project accounting systems.
  1. Mentor POMS Solutions Consultants.

Who you are (the soft skills)

As our ideal candidate, you have

  • Commitment to customer satisfaction: you are focused on customer goals and objectives and helping them attain them.
  • Strong verbal communication skills: you speak clearly and persuasively in positive or negative situations, you actively listen and ask for clarification, you respond well to questions, and you are comfortable presenting to a group.
  • Strong written communication skills: you write clearly and informatively, you can vary your writing style to meet needs, and you are able to present numerical data effectively.
  • Strong leadership skills: you lead through a clear set of values, you champion and facilitate change, you inspire others, you demonstrate and encourage adaptability, and you operate best through an inclusive leadership style.
  • Strong analytical skills: you can synthesize complex and diverse information, you gather and analyze information skillfully, and you are able to apply intuition and experience to complement the data.
  • Strong problem-solving skills: you identify and resolve problems in a timely manner, your decision-making process is data driven, you can develop alternative solutions, you work well in group problem solving situations, and you use reason even when dealing with emotional topics.
  • Strong planning skills: you can prioritize and plan work activities, and you can organize and schedule other people and their tasks.
  • Strong character: you demonstrate unquestionable integrity in every aspect of your work and interactions with others, you consistently model the behaviors and values established by the company, and you respect diversity of perspective in all interactions.
  • A highly collaborative mindset: you build and maintain partnerships with clients and people at all levels of the company, you actively contribute to team and company success, you maintain flexibility and react to change appropriately, and you communicate and share information with candor that builds trust and enhances relationships.

Your experience

  • BS or MS degree in a technical field (preferably engineering or computer science)
  • 5+ years of work experience, 3+ years of project management experience, and 1+ years of experience with MES applications, preferably in the Pharmaceutical, Biotech or Medical Device industries
  • Proven client scope and contract negotiations experience
  • Knowledge of Good Manufacturing Practices (GMP’s), Food and Drug Administration (FDA) Guidelines and Good Automated Manufacturing Practice (GAMP)
  • PMP certification
  • Knowledge of relational databases and SQL a plus
  • Programming experience a plus

Willing to travel overnight and internationally up to 25% of normal work quarter (typically 10-25% travel).

Job Title:                           Senior Solutions Consultant

Department:                     Professional Services

Reports To:                        Director of Professional Services

Location:                             Remote

 

Who we are

As an industry-leading provider of world-class MES solutions, POMS is committed to improving the effectiveness, competitiveness, and compliance of regulated manufacturers in the health sciences industries. Based in Sterling, Virginia, we have over 100 systems and more than 25,000 users distributed across 20 countries – making POMS one of the most widely used MES offerings around the globe.

 

What the position is

We are seeking a highly qualified Senior Solutions Consultant to lead our customer implementation projects within our Professional Services organization.  This position is a senior position within the organization, responsible for customer satisfaction and project success.

What you will do

As a member of our project team, you will help lead successful customer implementation projects by applying you POMSnet product knowledge and project implementation experience.  Your span of responsibility for this position can include multiple domestic and international projects.

Specific Roles and Responsibilities:

  1. Lead and coordinate all project activities in collaboration with the Project Manager. You may assume the role of Project Manager on smaller projects.  Report progress and issues to POMS and customer project managers in a regular and timely manner.
  1. Lead the discussions with the customer to evaluate requirements and business processes, review functional and technical designs and develop solutions to satisfy requirements. Author design documentation which describes the to-be POMS solution and its fit into the solution landscape.
  1. Understand the complexities and requirements of customer business applications such as ERP, LIMS and DCS systems. Design interfaces between POMS products and customer business systems. Utilize business application integration products to interface between systems.
  1. Understand and decompose customer’s manufacturing processes and configure them in POMS products through electronic recipes and work instructions.
  1. Lead and coordinate the definition, collection, configuration and modeling of customer data for POMS products. Determine the appropriate methods for data loading into the POMS systems. Provide guidance and expertise to POMS and Customer project teams with understanding data requirements and data reporting.
  1. Lead and coordinate activities for product installation (Installation Verification Manual) and interfaces including design, implementation, testing and documentation.
  1. Understand and support customer system validation requirements and industry regulations (e.g. FDA regulations, GAMP etc.) for pharmaceutical and regulated industries. Assist in authoring validation and testing documentation to support customer’s validation efforts.
  1. Develop and maintain detailed functional knowledge of POMS products. Develop a practical and basic working knowledge of relational databases, barcode label software, reporting software and other software products as required.
  1. Mentor POMS Solutions Consultants.
  1. Assist in the creation of project plans consisting of deliverables, tasks, work packages, levels of effort, dependencies and schedules.

Who you are (the soft skills)

As our ideal candidate, you have

  • Commitment to customer satisfaction: you are focused on customer goals and objectives and helping them attain them.
  • Strong verbal communication skills: you speak clearly and persuasively in positive or negative situations, you actively listen and ask for clarification, you respond well to questions, and you are comfortable presenting to a group
  • Strong written communication skills: you write clearly and informatively, you can vary your writing style to meet needs, and you are able to present numerical data effectively
  • Strong leadership skills: you lead through a clear set of values, you champion and facilitate change, you inspire others, you demonstrate and encourage adaptability, and you operate best through an inclusive leadership style
  • Strong analytical skills: you can synthesize complex and diverse information, you gather and analyze information skillfully, and you are able to apply intuition and experience to complement the data
  • Strong problem-solving skills: you identify and resolve problems in a timely manner, your decision-making process is data driven, you can develop alternative solutions, you work well in group problem solving situations, and you use reason even when dealing with emotional topics
  • Strong planning skills: you can prioritize and plan work activities, you can organize and schedule other people and their tasks
  • Strong character: you demonstrate unquestionable integrity in every aspect of your work and interactions with others, you consistently model the behaviors and values established by the company, and you respect diversity of perspective in all interactions
  • A highly collaborative mindset: you build and maintain partnerships with clients and people at all levels of the company, you actively contribute to team and company success, you maintain flexibility and react to change appropriately, and you communicate and share information with candor that builds trust and enhances relationships
  • Strong understanding in ISA S95 and S88 standards and terminologies
  • Strong understanding of FDA validation requirements
  • Strong experience with multiple plant floor/Manufacturing Execution Systems (MES) solutions (e.g. Syncade, Rockwell, ProPack Data, Werum PAS-X) and integration with other Level 2, 3 and 4 systems

Your experience

  • BS or MS degree in a technical field (preferably engineering or computer science)
  • 10+ years of work experience, with 5+ years of experience with MES applications, preferably in the Pharmaceutical, Biotech or Medical Device industries.
  • Knowledge of Good Manufacturing Practices (GMP’s), Food and Drug Administration (FDA) Guidelines and Good Automated Manufacturing Practice (GAMP)
  • Knowledge of relational databases and SQL
  • Programming experience a plus

Willing to travel overnight and internationally up to 70% of normal work quarter (typically 25-50% travel).

 

Interested? Send us your resume by email with the subject line of the position to:

careers@poms.com