Client Success Associate

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Advarra

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1983

☁️ SaaS

💊 Pharmaceuticals

SaaS • Pharmaceuticals

Advarra is a provider of integrated regulatory oversight and clinical trial technology, combining independent IRB review and compliance services with enterprise SaaS platforms (including Braid, OnCore, Clinical Conductor, eReg, and eSource). The company delivers operational intelligence, AI-powered protocol design and automation, site collaboration, study startup and enrollment tools, and strategic enablement services to sponsors, CROs, research sites, and institutions to improve efficiency, compliance, and patient safety across the clinical trial lifecycle.

📋 Description

• Monitor and action client requests pertaining to the maintenance and optimization of their study-specific SC platforms and overall SC experience • Work to resolve all client requests in a timely manner, continually keeping the client informed throughout the resolution process • Be an expert in how to manage and resolve different query types • Be an expert in using the essential Live Study toolset – Zendesk, JIRA, Salesforce, Business Intelligence Analytics (Tableau), Pendo reports • Collaborate with team mates to best resolve new or complex client requests, updating the Live Study knowledgebase as appropriate • Work with team mates to continually improve our ability to optimize the client experience e.g. maintaining knowledge articles, improving response process, improving the Live Study toolset • Be an expert in the features and functionality of the SC platform from the perspectives of the three core stakeholder groups – study teams, site staff, and patients • Communicate with clients promptly, professionally, and cordially. • Encourage an environment where clients “get to know” the team • Strive to achieve and exceed Live Study SLAs • Prepare and distribute monthly Study Review reports and quarterly Account Review reports • Present to clients at handover calls, from Implementation to Live Study • Host ad-hoc client meetings to assist clients with troubleshooting, inquiries, and issue resolution

🎯 Requirements

• BS in Business or relevant degree or equivalent combination of education and experience • 2-4 years’ operational experience supporting late phase clinical trials from sponsor, CRO or clinical technology vendor perspective • Solid understanding of clinical trials, including key stakeholder roles and the broader clinical trial technology ecosystem

🏖️ Benefits

• Flexibility to work remotely • Collaboration with an inclusive team