OpenClinica

Customer Success Manager

• Manage & oversee the creation of various marketing and study recruitment materials
• Coordinate across internal and external teams to launch recruitment campaigns
• Build and maintain strong, long-lasting relationships with our researchers
• Help resolve escalated and complex questions and issues from customers
• Provide coaching, guidance, and mentorship to Customer Success Associates
• Make improvements to our current customer satisfaction methods and processes
• Communicate effectively with both clients and colleagues to understand & service customer needs, maximize retention and growth, and communicate performance
• Act independently in directly managing the Success team & tracking + driving efficiencies across all relevant KPIs with a focus on Net Revenue Retention
• Conduct client-facing calls and coordinate action items across internal and external teams
• Triage client support issues and deliver best-in-class service
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Help gather feedback from our customers to inform our sales process, product roadmap, and marketing opportunities

Customer Success Team Lead

Account Executive

• Identify and assess qualified leads, develop new outreach strategies, and maintain a well-organized pipeline.
• Conduct cold calls and email outreach to prospects, arranging qualified meetings for the Sales Lead to close.
• Build and maintain strong relationships with key stakeholders to ensure satisfaction and identify upsell opportunities.
• Work closely with the Customer Success team to ensure smooth client onboarding and account management.
• Identify opportunities for renewals, upsells, and new business with existing clients.
• Contribute to the development of sales tactics and participate in cross-functional initiatives to drive growth.

Account Executive, Recruit

• Meet or exceed assigned quota
• Build and maintain a healthy pipeline through focused outbound prospecting, account targeting, and follow-up
• Own the full sales cycle for new eClinical business within the assigned territory
• Identify, qualify, and advance opportunities with small to mid-size biotech and medtech companies
• Develop a strong working knowledge of clinical research workflows, stakeholder roles, and the broader eClinical ecosystem
• Develop strong proficiency in OpenClinica’s eClinical solutions, including EDC, eConsent, eCOA/ePRO, analytics, and integrations, and position them effectively against customer needs
• Understand the profile, priorities, and common pain points of ideal prospective customers
• Map accounts, identify key stakeholders, and run a sales process that reflects customer needs and buying reality
• Partner effectively with Sales Engineering and other internal subject matter experts to strengthen discovery, demos, strategy, and deal execution
• Maintain strong opportunity hygiene in Salesforce, including accurate stages, close dates, next steps, and forecast inputs
• Contribute to better opportunity quality, forecast accuracy, and pipeline discipline across the team
• Stay current on product updates, roadmap developments, and relevant market dynamics
• Work closely with Customer Success, Solutions, Marketing, and leadership to improve handoffs, share market feedback, and support account growth where appropriate
• Represent OpenClinica credibly and professionally with prospects, customers, and at selected industry events
• Other duties may be assigned

Account Executive, eClinical

People Operations

• Own full-cycle recruiting across the organization, including sourcing, screening, interview coordination, candidate management, offer logistics, and closing.
• Manage multiple requisitions at once while maintaining clear priorities, fast follow-through, and strong communication with hiring managers and candidates.
• Conduct thoughtful recruiter screens that assess qualifications, motivation, communication style, compensation expectations, work authorization, and role alignment.
• Drive candidates through the process with urgency, including timely outreach, scheduling, feedback collection, decision follow-up, and offer-stage communication.
• Prepare and present qualified candidate slates to hiring managers with clear context, strengths, risks, and recommended next steps.
• Own offer logistics in partnership with Finance and hiring managers, including compensation alignment, offer approvals, offer letters, and candidate close strategy.
• Own ATS hygiene, requisition management, candidate stage accuracy, interview documentation, dispositioning, and recruiting workflow consistency.
• Serve as a trusted HR resource for employees and managers on people-related matters, balancing employee care with business judgment.
• Coach managers through performance conversations, employee concerns, corrective actions, performance improvement plans, and terminations.
• Conduct employee relations reviews or investigations as needed, maintaining appropriate documentation and involving outside counsel when appropriate.
• Own core HR operations, including HRIS data integrity, personnel records, onboarding and offboarding workflows, benefits administration support, and policy updates.
• Maintain awareness of federal and multi-state employment law requirements for a remote workforce and recommend practical compliance improvements.
• Support compensation benchmarking and market-informed hiring recommendations to improve offer competitiveness and internal consistency.
• Identify and evaluate recruiting tools, HR vendors, and process improvements that help scale the people function efficiently.
• Administer engagement surveys and support targeted culture, recognition, and retention initiatives as needed.
• Support remote culture programming: team events, recognition, and connection
• Partner with leadership to build workforce plans aligned to annual business goals and budget cycles. Identify and evaluate HR tools and vendors to scale the people function.

Customer Success Team Lead

Account Executive, Recruit

Account Executive, eClinical

People and Talent Manager