• Onboard like a pro: Deliver high-impact onboarding for new SMB customers, ensuring a smooth ramp and quick path to value. • Drive product adoption at scale: Use data to proactively identify and engage customers, helping them unlock key features. • Own account health: Track usage to detect risk, balancing higher-touch engagements with a scaled approach. • Solve problems fast: Jump in to support users when issues arise, coordinating with technical teams as needed. • Systematize what works: Help design and refine a scalable approach to Customer Success that supports thousands of users. • Champion the customer voice: surface key trends and collaborate with Product and Sales to shape the roadmap and sharpen GTM messaging.

• Lead, coach, and develop a team of Implementation Managers, fostering a high-performance culture grounded in accountability and growth. • Set clear performance expectations and KPIs; conduct regular 1:1s, performance reviews, and career development conversations. • Identify skill gaps and create individual development plans that help each team member grow and advance. • Recruit and onboard new Implementation Managers as the team scales. • Own and continuously improve the end-to-end implementation playbook: from statement of work through successful subscription conversion. • Build and iterate on scalable processes, templates, and tooling to drive consistency and efficiency across the team. • Define and track team-level KPIs including trial conversion rates, time-to-subscription, and customer satisfaction scores. • Identify systemic blockers to subscription conversion and lead cross-functional initiatives to resolve them. • Serve as an escalation point for complex customer situations, ensuring resolution and a best-in-class experience. • Partner with Sales, Technical Support, and Product teams to deliver a unified customer journey from trial to subscription. • Represent the Implementation function in cross-functional planning sessions, contributing insights on customer needs and operational realities. • Maintain visibility into active customer trials and installations, intervening proactively where needed to protect outcomes. • Deliver regular reporting on team performance, trial progress, and conversion metrics to senior leadership. • Analyze trends in customer feedback and implementation data to drive continuous improvement. • Ensure accurate and timely documentation across CRM and project management platforms.

• Professional support for up to 10 Acura practices in all organizational and administrative matters • Point of contact for practice staff (particularly on-site practice managers) for everyday practice management questions and support of the practices in daily operations (management, organization, assistance, personnel, etc.) • Direct communication with the medical directors and local practice managers on routine and strategic issues • Continuous strategic development of the practices by preparing recommendations for action and implementing implementation plans in coordination with Acura executive management and the medical directors • Organizational interface between Acura executive management and the practices (practice and team organization) • Internal interface with other company departments (finance, IT, etc.)

Title:Global Study Manager - Oncology - Home Based Location: Blue Bell United States Job Description: ICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development. Global Study Manager End-to-end design, execution, and reporting of clinical trials with leadership in project teams and across matrix teams. This position within GCD is accountable for planning and leading the delivery of oncology studies to time, quality, budget, company standards and scientific requirements as outlined in the clinical study proposal. This involves generating robust and accelerated delivery plans (with a focus on upper quartile performance) and delivering these to target or stretch thresholds. The role may span oncology assets from early through to late phase of development and include delivery through one or more of in-house, outsourced and alliance delivery models. This role is highly visible within Global Clinical Operations. Key Responsibilities - Lead the global study delivery strategy (e.g., country selection, diversity, patient engagement strategy, recruitment plan, etc). - Drive assessment, selection, engagement, and management of appropriate vendors. - Ensure compliance with ICH/GCP guidelines, all applicable laws and regulations, and client SOPs, for all products and services delivered for their designated studies. - Make decisions which balance risk/benefit with clear understanding of impact on the study and project; takes action to mitigate risk where appropriate. - Actively partner to build relationships and collaborate with oncology aligned staff in other global functions. - Encourage others within matrix and line teams to seek alternative perspectives and develop solutions. - Lead / support the conduct of investigator meetings and other study related meetings What you need to have: - Bachelor's degree in life sciences or related discipline. - Considerable clinical development experience that is equivalent to 3 years as a global study leader with proven experience in driving operational study delivery to time, cost, and quality within the pharmaceutical industry or CRO environment. - Proven operational experience of leading high performing global study teams in Oncology clinical trials. - Proactively identify and resolve issues to ensure timely study delivery to quality, timelines, and budget. - Strong leadership, influencing and negotiation skills. - Demonstrated experience leading in the matrix environment to deliver projects, develop clinical plans and manage change. Preferred Qualifications - Proven clinical development experience across all phases of development (I-IV). - Highly developed communication skills appropriate to the target audience, promoting effective decision-making where necessary. - Proven expertise in the proactive identification of issues which may impact clinical programs coupled with the ability to contribute to solutions affecting cross-functional matrix teams - Creative thinker able to modernize approach to clinical delivery, leverage external technology and networks to deliver value. What ICON can offer you: Our success depends on the quality of our people. That's why we've made it a priority to build a diverse culture that rewards high performance and nurtures talent. In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family. Our benefits examples include: - Various annual leave entitlements - A range of health insurance offerings to suit you and your family's needs. - Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead. - Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family's well-being. - Life assurance - Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others. Visit our careers site to read more about the benefits ICON offers. At ICON, inclusion & belonging are fundamental to our culture and values. We're dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless - there's every chance you're exactly what we're looking for here at ICON whether it is for this or other roles. Are you a current ICON Employee? Please click here to apply