Customer Success Associate

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