Offer summary

Qualifications:

Minimum 5+ years of professional experience in health care-related customer success., Strong metrics-focused customer success experience., General understanding of health care and research topics such as clinical trial informed consent and study sponsors is desirable., Strong communicator with the ability to influence behaviors and drive desired outcomes..

Key responsibilities:

Track customers through the sales cycle in the Trial Library CRM system.

Build strong relationships with physician practices from pre-sales to post-sales account management.

Proactively drive provider engagement and ensure successful adoption of Trial Library products.

Resolve issues and adapt to unique provider workflow requirements to maintain customer satisfaction.

Job description

Our mission is to improve health equity by expanding access to cancer precision medicine.

Trial Library, Inc. is a venture-backed startup founded in 2022 on a mission to advance equity in oncology clinical trials.

We are a diverse team of experts who believe that health equity starts with patient and provider empowerment. We believe that inequities in clinical trial access need to be addressed creatively and intentionally. We believe that inclusive research environments can answer questions that improve health outcomes for all, not just the few who participate in clinical trials. We believe in the power of technology to disseminate high quality health information about clinical trials sustainably. We believe in the power of representation in online health communication.

As a Customer Success Lead, you will work closely with the Chief Executive Officer, Associate Director of Operations, and Ally Navigation team to support Providers on the Trial Library Platform. This is primarily a remote position.

You will own the process of onboarding and getting customers successful on the Trial Library platform. You will build strong relationships with physician practices (our customers) starting with the pre-sales process, managing relationships through sales, onboarding, and post-sales account management to ensure customer delight with Trial Library products. You will be accountable for setting targets and managing milestones in customer use of Trial Library products.

Your Responsibilities

Tracking customers through the sales cycle, from evolution from leads into opportunities into accounts in the Trial Library CRM system

Bridge the gap between sales and customer support

Demonstrate Provider empathy to foster trusting relationships between Trial Library and practices

Proactively drive provider engagement including contracting and execution of Trial Library platform services to produce fast time to value for customers

Demonstrate a solid understanding of product features and how Providers are expected to interact with product

Serve as a liaison with physician practice customers to ensure a successful adoption of Trial Library products, resolving issues, addressing concerns, adapting to unique provider workflow requirements

Maintain up to date knowledge of Trial Library sponsored opportunities

Develop best practice workflows to drive adoption of Trial Library platform across the United States

Keep physician practices engaged and regularly using Trial Library products and services

Ownership of all Provider inquiry and troubleshooting to support practices when necessary

Your Qualifications

Minimum 5+ years of professional experience in health care-related customer success

Strong metrics-focused customer success experience

Open to travel and make on-site visits to practices, attend meetings, if needed

General understanding of health care and research topics such as clinical trial informed consent, pre-screening, and study sponsors is desirable

Demonstrate a bias towards action and seek to intervene before issues arise

Strong communicator and persistent, able to influence behaviors to help drive the desired outcomes

Facilitate an analytical approach and use data to drive actions

Agile and willing to adapt quickly in order to achieve desired outcomes

Demonstrated ability to exercise autonomy in engagement of Providers

Demonstrated ability to completely manage a CRM, track Provider engagement and conversion to participation on the Trial Library platform

Our Core Values

1. Ally is our favorite moniker

2. The most inclusive approach is worth the work

3. Celebrate measurable improvements in equity outcomes

4. Fearless advocates for diversity

5. Incentives matter to stakeholders choosing our products

6. Taking initiative is actually giving

7. We are accountable for the experience of patients and providers

8. Empathy and humility are the real dynamic duo

Trial Library, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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