• Partner with Sales and Customer Success teams on bookings, plan modeling, including target setting, and capacity modeling. • Facilitate quota allocation and support compensation planning and attainment analysis. • Own the optimization of customer-related processes to ensure high levels of client satisfaction, retention, and upsell opportunities. • Lead high-impact projects aimed at improving team efficiency, customer experience, and retention. This may include product launches, process improvements, and systems integrations. • Manage, integrate, and champion core Customer Success tools, including the design and deployment of third-party systems, and the ongoing optimization of AI/automation agents • Drive core operating rhythms, including weekly forecasting and booking updates, pipeline reviews, and monthly/quarterly business reviews. • Refine data models and processes to improve forecasting accuracy and predictability. • Enforce stage definitions, rules of engagement, and data standards in our CRM. • Oversees quote-to-close processes for renewals and expansion opportunities. • Leverage analytics to measure customer success KPIs, identify trends, and guide the team toward achieving operational targets. • Build and maintain strategic dashboards, KPI scorecards, and performance metrics to inform decisions across Sales, Customer Success, and Marketing leadership. • Deliver insights suitable for executive presentations, including quarterly business reviews (QBRs), board presentations, and recurring business reviews. • Drive alignment among leadership stakeholders to support seamless GTM execution. • Continuously streamline and improve best practices, including processes, policies, and tools. • Support the selection, integration, and optimization of the Sales Tech Stack (e.g., SalesLoft, ZoomInfo), with a strong focus on leveraging AI-powered platforms to enhance productivity and insights.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. 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. - Conduct client kickoff meetings - Oversee the creation of recruitment content for the researchers’ studies - Assist in customer support - Conduct check-ins with researchers - 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 - 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 Requirements - A clinical background as a research coordinator or experience running or managing clinical trials (Nice to Have) - Familiar with Canva (Nice to Have) Company Description 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.

• Manage a team of CSMs, providing consistent 1:1 coaching, professional development, and performance management. • Refine the customer journey for mid-market and international accounts, focusing on scalable engagement models that drive measurable customer outcomes. • Own the expansion and Gross Dollar Retention (GDR) targets for your segment. Partner closely with Sales to identify expansion opportunities. • Act as the subject matter expert for our international book of business, understanding regional nuances in GRC regulations. • Serve as the "Voice of the Customer" to our Product and Engineering teams to influence the roadmap based on customer segment needs. • Serve as a senior point of contact for your team’s accounts, helping to resolve complex issues and reinforce the strategic partnership.

• Serve as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation delivery • Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents • Develop and execute detailed onboarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners • Build power point decks for client presentations (QBR’s, kick offs, status meetings) • Facilitate joint client-Vatica Health leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution • Deliver successful client partnerships that result in high client satisfaction, retention, and growth • Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats) • Lead, through influence in a matrixed environment, teams comprised of members from Vatica Health functional groups, the client, and vendor partners • Deliver and ensure client training on Vatica Health tools, processes, and reports • Support operational and financial plans and maintain actuals and forecasts • Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement • Design and develop best practices in client engagement and implementation to deliver industry-leading client experience