Client Success Associate

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

📋 Description

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

• Strive to address all client requests promptly, consistently keeping the client updated throughout the resolution process.

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

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

• Collaborate with colleagues to effectively resolve new or complex client requests, updating the Live Study knowledge base as necessary.

• Work alongside team members to continuously enhance our capability to optimize the client experience, including maintaining knowledge articles, refining response processes, and improving the Live Study toolset.

• Have a deep understanding of the SC platform's features and functionalities from the perspectives of the three primary stakeholder groups: study teams, site staff, and patients.

• Engage with clients in a timely, professional, and friendly manner.

• Foster an environment where clients feel they can "get to know" the team.

• Aim to meet and exceed Live Study SLAs.

• Compile and disseminate 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 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 ecosystem.

🏝️ Benefits

• Flexibility to work remotely.

• Collaboration with an inclusive team.