Clario

• Provide front-line support to customers via phone, email, fax, and other communication channels for assigned product lines • Obtain demographic and visit information for incoming customer interactions and resolve outstanding issues within established service levels • Maintain accurate and complete client, site, and patient information within company databases and systems • Troubleshoot equipment setup, hook-up, transmission, and product usage issues, escalating complex concerns as appropriate • Process re-supply requests, report requests, and product-related inquiries in a timely and efficient manner • Monitor transmission and fax failures and ensure prompt delivery of required information • Identify and report clinical irregularities and system malfunctions to the appropriate stakeholders • Respond to customer inquiries and provide timely technical information and guidance • Collaborate with on-site and remote teams to resolve customer concerns and improve the customer experience • Maintain production, quality, and performance metrics established by Customer Care Management • Provide recommendations regarding product setup, usage, and troubleshooting best practices • Support query resolution activities related to clinical applications and associated programs • Perform additional duties and responsibilities as assigned.

• Collaborate with Project Management and Sales teams to assess scope changes and develop pricing estimates for client projects of varying complexity • Develop Change Orders, client budgets, and proposal documents using Clario and client templates • Deliver high‑quality pricing and proposal documentation within required timelines • Support mentoring and training of junior team members and peer reviews on an as needed basis • Maintain accurate and up‑to‑date budget, pricing, and project information in internal systems • Ensure proper document storage and compliance with departmental guidelines • Coordinate with cross‑functional stakeholders (Sales, Finance, Product, Science) to review fee schedules and determine optimal pricing strategies for complex trials or programs • Analyze and interpret Requests for Proposal (RFPs) and study protocols in collaboration with functional team experts • Support process improvements by contributing to template updates and workflow enhancements • Participate in interdepartmental initiatives, including training related to Change Orders and RFP processes • Perform additional responsibilities and projects as assigned

• Coordinate the overall Solutions Design Process for client studies. • Review clinical trial protocols to identify solution needs and define study-specific eCOA designs. • Gather sponsor requirements and recommend Clario’s best design components to meet study needs. • Create and maintain design specifications ensuring consistency across data capture, delivery, and database structures. • Collaborate with Project Management, Data Management, Product, and Clinical Systems Translation & Licensing (CSTL) to align on requirements and data integrity. • Present solution designs during internal and external milestone meetings. • Support project scoping, change control, and testing processes as needed. • Contribute to product and process improvement initiatives. • Maintain organized documentation and support study tracking efforts.

• Participate in the complete testing process including test planning, design, scripting, execution, review, and test witnessing in a fast-paced, agile development environment • Design, develop, and execute detailed manual test cases, test scenarios, and test data for web and mobile applications • Perform exploratory, usability, and ad-hoc testing to uncover defects beyond scripted test coverage • Create and maintain comprehensive test documentation, including test plans, test cases, and requirements traceability matrices • Contribute to the design, development, and maintenance of automated test scripts where applicable (experience with Playwright or similar tools is a plus) • Execute validation and verification activities to ensure compliance with FDA requirements, GxPs, and 21 CFR Part 11 regulations • Perform functional, integration, system, and regression testing across multiple platforms • Manage bug tracking, defect reporting, and test progress communication through test management tools (JIRA and Xray) • Actively participate in Agile ceremonies including daily stand-ups, sprint planning, retrospectives, and backlog grooming • Work closely with Software Engineers, Product Owners, and cross-functional teams to deliver high-quality software • Review work of less experienced team members and provide mentorship on testing best practices • Communicate effectively with technical and non-technical stakeholders through verbal presentations, written documentation, and progress reports • Maintain meticulous attention to detail and accuracy, committed to excellence in all deliverables • Continuously seek improvements in testing processes, methodologies, and automation coverage • Monitor quality levels, identify root causes of quality issues, and take ownership of resolution • Adhere to company policies, procedures, SOPs, behaviors, and ethical standards at all times • Demonstrate strong problem-solving abilities and proven track record of resolving complex testing challenges • Set challenging goals, prioritize tasks effectively, and overcome obstacles to achieve results • Handle multiple projects with competing deadlines concurrently with minimal supervision • Adapt quickly to changing priorities and respond positively to change • Meet commitments consistently, accept accountability, maintain high personal standards, and stay focused under pressure

• Manage Project Coordinators, which includes: Mentoring and defining career paths by developing core competencies. • Ensuring proper training is executed and documented. • Conducting reviews of system set-ups and documents to ensure high quality of deliverables in accordance with quality standards and SOPs. • Coordinating routine status meetings to facilitate communications, monitor workload, and provide forecasting guidance. • Collecting and monitoring defined staff metrics. • Independently lead the Planning and Setup, Monitoring, and Closeout phases of program/study management which includes: Gathering customer requirements and relaying to internal teams. Developing study documentation. Distributing/tracking equipment. Creating/distributing reports. Archiving study data and documentation. Appropriate setting and fulfilling of customer expectations. • Monitor study timelines and manage the financial components of each program/study, which includes: Budget reviews. Revenue forecasting. Scope changes. Invoice reconciliation. • Identify potential study risks and mitigations and escalate as appropriate. • Manage internal/external negotiations and promote collaboration to foster a positive team environment, effective communications, and efficient use of resources to meet study timelines and contractual obligations. • Develop and apply problem solving strategies to address customer issues and maintain issue tracking documentation to monitor progress and ensure timely resolution to customer escalations. • Provide primary service line support to cross-trained team members from other service lines May serve as point of contact for focus areas within service lines. • Influence strategic decision making and implement departmental objectives according to schedule. • Serve as department lead for operational readiness regarding new product initiatives as applicable within Line of Business. • May guide study teams in being consistent across Therapeutic Area or Program as pertinent to ensure customer is consistent in study set up, optimizing efficiencies and following customer program objectives. • Ensure compliance with timely training completion/documentation. • Present study services at Investigator Meetings or site initiation meetings as needed. • Attend client meetings with Business Development and/or Operational teams to present Company services and Operational Data flow, as needed and participate in sales initiatives to generate incremental revenue. • Assist with developing training plans and training new members of the Project Management team. • Perform other duties, assignments, or special projects as time and/or circumstances necessitate.

• Coordinate and support pre- and post-audit and inspection activities under the guidance of QA leadership • Schedule audits and inspections, ensuring availability of key stakeholders and subject matter experts • Partner with audit/inspection hosts to organize required documentation and ensure readiness • Collaborate with cross-functional teams to maintain audit- and inspection-ready processes • Identify documentation gaps and report findings to appropriate stakeholders • Support preparation and coordination of preliminary audit response activities • Maintain and organize audit and inspection documentation within designated repositories • Assist in maintaining audit and inspection libraries and supporting related QA projects • Participate in audit or inspection activities, including potential travel to support on-site needs when required • Operate effectively across different time zones to support global processes

• Translate business requirements into SQL-based database solutions, stored procedures, functions, and client-facing reports. • Develop, maintain, and troubleshoot SQL queries, database objects, and reporting solutions using Microsoft SQL Server and modern reporting platforms. • Collaborate with Solution Analysts, Project Managers, Validation teams, and fellow engineers to deliver high-quality solutions for clinical studies. • Participate in code reviews, testing, production releases, and continuous improvement initiatives while maintaining accurate technical documentation. • Learn new technologies, reporting tools, and development practices while progressively taking ownership of assigned clinical study projects with the support of experienced mentors.

• Review and analyze imaging data to ensure clarity, quality, and technical adequacy • Verify imaging data compliance with study protocols and regulatory requirements • Generate and track image queries and collaborate with Sponsors and Sites to resolve issues • Perform protocol‑based image measurements and analysis, as applicable • Prepare and review images for submission to clients and regulatory agencies • Support study startup and site activities, including reviewing site evaluations and assisting with imaging protocol training • Provide technical support to clinical sites for imaging‑related questions and challenges • Assist in the development and review of imaging guidelines, manuals, and study documentation • Support user acceptance testing and contribute to enhancements of imaging tools and systems • Maintain and archive imaging data in accordance with study and compliance requirements • Collaborate with internal teams to resolve issues and improve processes • Assist in training and onboarding of new team members • Perform image data translation and digitization activities.

• Scale engineering teams and contractor capacity based on business priorities and project needs. • Lead the modernization of Clario’s clinical software platforms, including front-end and back-end systems built using technologies such as .NET, Java, AWS, and Oracle databases. • Define and execute technical strategy to improve platform scalability, reliability, performance, and delivery speed. • Lead engineering teams responsible for clinical data ingestion systems, software development, architecture, DevOps transformation, and platform improvements. • Drive adoption of modern engineering practices, including DevOps, CI/CD, automation, and improved software delivery processes. • Establish platform reliability and observability practices through effective monitoring strategies, system health metrics, performance tracking, and proactive issue identification. • Provide technical leadership and architectural guidance for secure, scalable, and highly available systems supporting clinical research operations. • Partner closely with Product Management, Clinical Systems, Quality, and business stakeholders to align technology initiatives with customer and business priorities. • Serve as a senior technical escalation point, helping teams resolve complex engineering challenges and improving overall system stability. • Mentor engineering leaders and foster a culture of innovation, accountability, collaboration, and continuous improvement.

• Manage & Coordinate the overall Solutions Design process ensuring that clinical protocols are appropriately mapped to software solutions efficiently, accurately and within project scope • Gather and document requirements and specify design components to support those requirements; Representing the Solutions Design team and provide subject matter expertise within client facing meetings as required • Create and maintain specifications for study-specific implementations of Clario products and services • Ensure consistency between trial data capture, data delivery and database structures • Collaborate with Clinical Systems Translation & Licensing (CSTL) to confirm correct versions of copyrighted questionnaires are implemented • Support Solutions Validation/Quality Control testing by addressing any defects associated with the design in a timely manner • Collaborate with other departments to investigate study issues found beyond the startup phase of the study • Participate or lead parts of internal and external design milestone meetings • Serve as additional delegate representing Solution Design in client audits to describe process flows, standards and best practices • Partner with other Clario teams - such as business Development – to assist in reviewing & analyzing proposals & protocols for new studies