[Hiring] Customer Success Associate @OpenClinica LLC

Role Description

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
• 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