Client Success Associate

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Oversee and respond to client inquiries related to the maintenance and enhancement of their study-specific SC platforms and overall SC experience.

• Aim to address all client requests promptly while keeping them informed throughout the entire resolution process.

• Possess expertise in managing and resolving various types of queries.

• Demonstrate proficiency in utilizing essential Live Study tools including Zendesk, JIRA, Salesforce, Business Intelligence Analytics (Tableau), and Pendo reports.

• Collaborate with teammates to effectively address new or complex client requests, while updating the Live Study knowledgebase as necessary.

• Work alongside teammates to consistently enhance our capability to optimize the client experience, such as maintaining knowledge articles, refining response processes, and improving the Live Study toolset.

• Exhibit comprehensive knowledge of the features and functionalities of the SC platform from the viewpoints of three key stakeholder groups: study teams, site staff, and patients.

• Communicate with clients in a timely, professional, and friendly manner, fostering an environment where clients can "get to know" the team.

• Strive to meet and exceed Live Study SLAs.

• Prepare and distribute monthly Study Review reports and quarterly Account Review reports.

• Present to clients during handover calls, transitioning from Implementation to Live Study.

• Conduct ad-hoc client meetings to assist with troubleshooting, inquiries, and issue resolution.

⛳️ Requirements

• Bachelor’s degree in Business or a related field, or an equivalent combination of education and experience.

• 2-4 years of operational experience in supporting late-phase clinical trials from the perspectives of sponsors, CROs, or clinical technology vendors.

• Strong understanding of clinical trials, including key stakeholder roles and the broader clinical trial technology landscape.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development