Customer Success Team Lead

About OpenClinica:

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 Team Lead is 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. You will be asked to think outside the box to create efficiencies in our processes and propel the vision of our company.

• Location: Fully Remote in the U.S. 
• Status: Full-time, Exempt
• Reports to: Vice President of Customer Success 
• Comp.: Base Salary = $120,00. On Target Earnings = $140,000+

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
• Help resolve escalated and complex questions and issues from customers
• Provide coaching, guidance, and mentorship to Customer Success Associates
• 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
• Act independently in directly managing the Success team & tracking + driving efficiencies across all relevant KPIs with a focus on Net Revenue Retention
• 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:

• 3+ years of professional experience in client-facing roles, including customer success, marketing, account management, or sales.
• A clinical background as a research coordinator or experience running or managing clinical trials
• Bachelor’s Degree in related field. 

Skills:

• 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:

• An understanding of (or even a passion for) social media marketing platforms including but not limited to: Facebook, Instagram, Twitter, TikTok, and Snapchat
• Familiar with Canva