Note: The job is a remote job and is open to candidates in USA. OpenClinica is a company that enhances the efficiency and effectiveness of clinical trials through advanced technology and recruitment solutions. The Customer Success Team Lead will manage the full researcher journey, oversee recruitment content creation, and ensure customer satisfaction by providing guidance and resolving issues.
Responsibilities
- 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
- Help resolve escalated and complex questions and issues from customers
- Provide coaching, guidance, and mentorship to Customer Success Associates
- 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
- Act independently in directly managing the Success team & tracking + driving efficiencies across all relevant KPIs with a focus on Net Revenue Retention
- 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
Skills
- 3+ years of professional experience in client-facing roles, including customer success, marketing, account management, or sales
- A clinical background as a research coordinator or experience running or managing clinical trials
- Bachelor's Degree in related field
- An understanding of (or even a passion for) social media marketing platforms including but not limited to: Facebook, Instagram, Twitter, TikTok, and Snapchat
- Familiar with Canva
Company Overview