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
• 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
• 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 Associate