CRIO

Engineering Manager

• Manage day-to-day development operations across multiple teams
• Facilitate cross-team collaboration
• Remove blockers for engineering teams
• Handle complex technical decisions
• Lead quarterly planning processes
• Conduct regular performance reviews
• Build and mentor high-performing teams
• Facilitate collaboration between teams
• Maintain a strong technical pulse across teams
• Partner with product and design departments

Implementation Specialist

• Manage onboarding process for newly-signed CRIO clients
• Evaluate product / feature use, and coordinate engagement through structured onboarding process
• Collaborate with cross-functional teams to optimize and iterate all aspects of the customer experience through implementation while focusing on pain points/use cases discovered in the sales process
• Schedule, host, and execute full onboarding projects and run ‘live’ (remote) trainings
• Learn, shadow, and expand product knowledge set through internal resources, Support engagement shadowing, and self-acquisition of industry knowledge.

Implementation Manager

Full-stack Engineer

• Architect and implement new features based on customer requirements and UX design specifications
• Address customer technical issues, data fixes, and production bugs as they arise
• Contribute to the continuous improvement of existing code and features
• Provide support to the QA team as needed
• Participate in regular stand-ups and an agile work environment

Software Engineer – Co-Ops

Customer Success Manager

• Guide customers through the transition from onboarding/implementation to the CSM phase of their lifecycle
• Conduct proactive communication and hold Quarterly Business Reviews to optimize product adoption and identify expansion opportunities
• Assess opportunities for product enhancements and liaise with the Product team as necessary
• Take ownership of client communication, satisfaction, and retention for assigned accounts
• Identify and coordinate clinical trial study design opportunities
• Collaborate with cross-functional teams to enhance the overall customer experience, addressing pain points and use cases identified during the sales process and client lifecycle
• Address inbound product/feature queries via Live Chat, email, and phone

Customer Support

• Identify and troubleshoot common client incidents.
• Research issues using CRIO resources and test solutions in sandbox environments.
• Document incidents, workarounds, and resolutions for future reference.
• Escalate complex technical issues as needed.
• Work with Customer Experience (CX) teams to highlight critical client concerns.
• Coordinate with the Product Team to escalate support tickets requiring Engineering intervention.
• Develop expertise in CRIO systems, completing all required modules and certifications.
• Reference standard operating procedures (SOPs) to guide client interactions.
• Provide client support via LiveChat, email, and direct communication.
• Engage in internal communications via Slack, email, meetings, and JIRA boards.
• Continuously refine customer engagement and troubleshooting communication skills.

Support Specialist I

Collections

• Manage process for collecting customer payments per invoice terms
• Handle inbound and outbound e-mail and call communications
• Establish relationship with customers to ensure timely payment of invoices
• Understand and be able to explain contract pricing and billing practices
• Process and review account adjustments
• Reduce delinquency rate for customers
• Enlist the efforts of customer success team and senior management when necessary to accelerate the collection process
• Provide exceptional customer service by addressing client concerns and resolving disputes
• Utilize tools to organize and report on collection activity

Billing and Collections Associate

Sales

• Responsible for leading and scaling CRIO's sales efforts to clinical research sites
• Encompasses strategic oversight of the site sales organization, team development, and accountability for achieving ambitious site revenue targets
• Directly manage a team of Account Executives and Site Business Development Representatives
• Collaborate closely with the broader commercial team and Customer Success and Product teams to ensure a seamless customer experience and optimize the site acquisition funnel