Customer Success Associate

Job Description

About OpenClinica:

OpenClinica makes clinical trials more efficient and effective with advanced technology and recruitment solutions. Our industry-leading EHR-to-EDC connectivity automates source data acquisition, reduces errors, and eliminates delays, while our precision recruitment solutions help teams enroll the right participants with ease. Trusted by the world's leading life sciences companies, academic institutions, and government agencies, OpenClinica bridges the gap between healthcare and research.

About the Role and Team:

The Customer Success Associate helps to serve our clients, the clinical researchers, and ensure an exceptional experience. As a member of the team you will be responsible for the full researcher journey, from onboarding to the conclusion of a study. This includes conducting client kickoff meetings, overseeing the creation of recruitment content for the researchers’ studies, assisting in customer support, and conducting check-ins with researchers.

Location: Fully Remote in the U.S.

Status: Full-time, Exempt

Reports to: Customer Success Team Lead

Compensation: $60,000 - $65,000 annually

What You Will Do:

Manage & oversee the creation of various marketing and study recruitment materials

Coordinate across internal and external teams to launch recruitment campaigns

Build and maintain strong, long-lasting relationships with our researchers

Make improvements to our current customer satisfaction methods and processes

Communicate effectively with both clients and colleagues to understand & service customer needs, maximize retention and growth, and communicate performance

Conduct client-facing calls and coordinate action items across internal and external teams

Triage client support issues and deliver best-in-class service

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

Help gather feedback from our customers to inform our sales process, product roadmap, and marketing opportunities

Qualifications:

Required:

Bachelor’s degree

Minimum 2 years of experience in an academic research environment

Excellent communication skills, both written and oral

Organized and detail-oriented

Autonomous in your work and the challenge of solving complex problems

Nice to Have:

A clinical background as a research coordinator or experience running or managing clinical trials

Familiar with Canva

Full-time

Fully remote