Client Success Associate

Advarra

Client Success Associate supporting clients in the operational conduct of clinical trials. Collaborating with teams to optimize experiences and resolve issues effectively.

Posted 6/9/2026full-timeRemote • 🇮🇪 IrelandJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Flexibility to work remotely
Collaboration with an inclusive team

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client request managementquery resolutionreport preparationdata analysisknowledge management

Soft Skills

communicationcollaborationproblem-solvingclient relationship managementprofessionalism