Mural Health

Associate

• Own contract revisions and expansions for existing clients
• Manage the revision and expansion process for your assigned accounts — from initial outreach through signed execution — in close partnership with Customer Success, Finance, Patient Kindness and the commercial team.
• Proactively identify and track upcoming contract revision opportunities and expansion discussions, keeping a rolling pipeline and staying well ahead of deadlines.
• Lead the back-and-forth of contract communications: sending documents, fielding questions, incorporating feedback, and keeping all parties informed and moving forward.
• Manage amendments, scope changes, and expansion agreements with precision — maintaining organized records and ensuring accurate execution.
• Serve as the point of contact for contract-specific questions and communications, bringing responsiveness and care to every interaction.
• Build trust with client contacts through clear communication and consistent follow-through — clients should always know where their contract stands.
• Partner closely with CS, PK, Sales, Partnerships and Finance to align on contract terms, flag issues, and keep execution on track.
• Escalate blockers quickly and know when to pull in the right people.
• Maintain clean, up-to-date contract records and pipeline data.
• Identify patterns and risks across your portfolio — proactively surface anything that needs attention before it becomes a problem.
• Spot opportunities to improve how we manage the contract process and help implement those improvements.

Contracts Associate

Customer Support

• Serve as the first point of contact for participants and site coordinators via phone, email, and support channels during EU business hours
• Respond to inquiries about payments, reimbursements, account updates, travel support and platform navigation with empathy and efficiency
• Resolve tier-1 support issues independently while collaborating with Customer Success and Implementation teams on more complex, study-specific questions
• Triage and escalate issues appropriately to ensure timely resolution
• Maintain detailed documentation of support interactions and outcomes
• Partner with the existing support team and Customer Success leadership to refine processes, tools, and workflows develop and refine support processes, tools, and workflows
• Contribute to and maintain comprehensive FAQ resources, knowledge base articles, and support playbooks
• Identify patterns and recurring issues, surfacing insights to the broader team to improve the support experience
• Establish and track metrics that reflect support performance and volume
• Identify patterns and recurring issues, working cross-functionally to address root causes
• Provide participant and site feedback to Product and Operations teams to inform roadmap priorities
• Contribute to team meetings and stand ups with insights on support trends and opportunities

Contracts Associate

Customer Experience Specialist