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

• Act as the primary technical point of contact for assigned accounts • Conduct technical health reviews to assess implementation status • Develop and maintain best practices for at-scale implementations • Identify potential technical roadblocks and address them proactively • Collaborate with internal teams to deliver optimal solutions • Design and execute success plans with measurable goals