Client Success Associate

🕒 4 days ago

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Advarra

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1983

☁️ SaaS

🤖 Artificial Intelligence

Healthcare • SaaS • Artificial Intelligence

Advarra is a provider of integrated technology and services for clinical research, combining institutional review and compliance services with software platforms to support the full clinical trial lifecycle. The company offers ethics review services (IRB, IBC, DMC, endpoint adjudication), site enablement and research staffing, and a suite of cloud products — including eRegulatory, eConsent, eSource/EDC, CTMS and study design tools — plus an AI-powered operational intelligence engine (Braid) to streamline trial start-up, enrollment, and operations. Advarra serves sponsors, CROs, research sites, and institutions with a focus on patient protection, regulatory compliance, and accelerating trial outcomes.

📋 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

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development