Customer Success Associate

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Mural Health

WebsiteLinkedInAlle Stellen

11 - 50 Mitarbeiter

Gegründet 2022

☁️ SaaS

🤝 B2B

💳 Fintech

💰 €12.730.000 Seed Round - Mural Health im 2024-04

SaaS • B2B • Fintech

Mural Health ist ein Unternehmen, das Mural Link anbietet, eine Teilnehmerverwaltungslösung für klinische Forschung, die darauf ausgelegt ist, die Anmeldung, Bindung und Vergütung von Studienteilnehmern zu erleichtern. Die Plattform bietet gebührenfreie und flexible Zahlungsoptionen (einschließlich einer Prepaid-Karte), Reisebuchungen über Fahrgemeinschaften, Teilnehmerkommunikation, Feedback-Sammlung und Echtzeitanalysen, um die Verwaltungsbelastung der Standorte zu verringern und die Teilnehmerbindung und Compliance zu verbessern. Mural Health richtet sich mit einem B2B-SaaS-Produkt, das auch Funktionen zur Zahlungs- und Finanzverwaltung umfasst, an klinische Prüfstellen, Sponsoren und Forschungspartner.

Beschreibung

• Serve as the primary point of contact for clinical trial sites and site networks — building relationships with both the operational and account contacts who oversee the platform at the network level and the site coordinators using it day to day • Tailor your support to who you're talking to — whether that's a strategic check-in with a site network's account team or hands-on troubleshooting with a coordinator processing a visit • Lead site onboarding and training, ensuring coordinators at new sites understand the platform and feel confident using it from day one • Monitor platform experience across your site portfolio — catch issues early, escalate when needed, and follow through until they're resolved • Represent site feedback internally so patterns get addressed, not just individual tickets • Collect and enter study and site configuration data from sponsors into the platform accurately and completely — including payment schedules, visit types, and IRB-approved compensation amounts — ensuring everything is in place before sites go live • Support the activation of sites for large, complex sponsor programs with hundreds of sites coordinating with internal technical teams on integration needs like EDC connections and site system setups • Maintain clean, reliable records that the CS team and sponsors can depend on catching discrepancies early and resolve them before they become problems. • Pay attention to patterns across studies, where data tends to be incomplete, where sponsors and sites get stuck, where the process slows down • Bring observations and recommendations to CS, operations, and Product to improve how we work and how the platform evolves • Contribute to process documentation that makes the next study run more smoothly than the last

🎯 Anforderungen

• 1-3 years of client facing experience, you're comfortable owning relationships, following through, and being the person people count on • Strong communicator who can adapt to the room, whether that's a hands-on troubleshooting call with a site coordinator or a strategic check-in with a site network's account team • Highly organized and self-directed - you are comfortable managing multiple workstreams in a fast moving environment • You think structurally and pick up new platforms quickly; configuration and data work at volume doesn't slow you down • Comfortable using AI tools to streamline repetitive tasks; you’ve experimented with automating data entry, reformatting information, or cleaning up inputs and you want to go deeper • Some exposure to healthcare, clinical research, or life sciences, whether through work, internship, or coursework. You should be genuinely curious about the space • Project or program coordination experience with a track record of improving the process, not just running it • Comfort working in a startup or high-growth environment where the manual doesn’t exist yet.

🏖️ Vorteile

• Mural Health is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws.