RESPONSIBILITIES:

• Guide customers through the transition from onboarding/implementation to the CSM phase of their lifecycle
• Conduct proactive communication and hold Quarterly Business Reviews to optimize product adoption and identify expansion opportunities
• Assess opportunities for product enhancements and liaise with the Product team as necessary
• Take ownership of client communication, satisfaction, and retention for assigned accounts
• Identify and coordinate clinical trial study design opportunities
• Collaborate with cross-functional teams to enhance the overall customer experience, addressing pain points and use cases identified during the sales process and client lifecycle
• Address inbound product/feature queries via Live Chat, email, and phone
• This role is relationship-centric with some upsell opportunities and potential incentivized commissions

QUALIFICATIONS:

• BA/BS degree
• 2-5 years of experience with a proven track record in Customer Success, Account Management, or Implementation
• Exceptional writing, interpersonal, organizational, and time management skills
• Proficiency in PC/Mac skills, including Office Suite/G Suite tools
• Ability to work independently while supporting team objectives
• Demonstrated integrity and a positive, proactive attitude
• Familiarity with Live Chat and project management tools
• Experience with Looker
• Previous work experience in customer service, healthcare, clinical research, or academia

Join us at CRIO and be part of a dynamic team dedicated to revolutionizing the clinical research industry.

Apply today to embark on a rewarding career journey!

We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Difference makes us better. Join us.

Salary Range: $70,000 -- $80,000