OpenClinica

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.

People and Talent Manager

Performance Marketing

• Support the execution of demand generation campaigns across paid search, LinkedIn Ads, retargeting
• Manage and optimize campaigns within Google Ads, LinkedIn Ads, and other digital advertising platforms to improve lead generation performance
• Monitor and analyze campaign performance metrics including leads, conversions, click-through rates, cost per lead, and ROI
• Assist with landing page updates, A/B testing, and conversion rate optimization initiatives
• Build and maintain reporting dashboards to track campaign performance, pipeline contribution, and marketing effectiveness
• Partner with sales team to improve lead quality, campaign alignment, and follow-up effectiveness
• Support audience targeting, segmentation, and list-building initiatives across campaigns
• Assist in developing and testing ad copy, messaging, and campaign offers
• Conduct market, competitor, and audience research to identify new campaign opportunities and trends
• Familiarity with Salesforce/Pardot CRM and marketing automation platforms for campaign tracking, lead reporting, and marketing analytics is a plus
• Stay current on platform updates, advertising trends, and best practices across Google Ads, LinkedIn Ads, and other digital marketing channels
• Support ongoing optimization efforts using data analysis, automation tools, and AI-driven workflows where appropriate

Demand Generation Associate

Customer Success Manager

• Pipeline Generation within Existing Accounts: Identify and qualify expansion opportunities (additional studies, modules, or services) through proactive discovery, account mapping, and engagement with key stakeholders; partner with Account Executives to progress and close opportunities.
• Commercial Ownership of Inbound Opportunities: Manage inbound requests from existing customers through qualification, scoping, pricing alignment (with Sales/Marketing), and conversion to closed-won revenue where applicable.
• Value-Based Selling: Translate customer goals and operational challenges into tailored solution recommendations, positioning product capabilities (e.g., reporting, recruitment optimization, integrations) to drive measurable ROI and support upsell/cross-sell motions.
• Coordinate and lead new customer onboarding activities inclusive of: Kick-off meetings Installation tickets Support and documentation access
• Other OpenClinica introductory topics Bring awareness of all resources available to them as well as all points of escalation Reach out frequently during initial study implementation activities Review customer MSA’s and various expansion work orders.
• Become familiar with any non-traditional terms and work with other OpenClinica colleagues to coordinate resources as needed.
• Create and deliver sales proposals and work orders as necessary for renewal related or upsell activity.
• Ensure the CRM system is updated to reflect lost or won expansions in a timely manner.
• Strategize on upcoming customer renewals, targeting 90 days in advance. Analyze the various components of each Customer and outline recommendations appropriately.
• Maintain a portfolio of accounts governed by specific key performance indicators to ensure low churn, high adoption and a high health score.
• Through periodic customer meetings, build rapport and learn about their long term strategic vision and goals. Identify account opportunities to support their business needs. Focus on customer utilization, maturity, and drive demand for incremental solutions.
• Become a trusted advisor through proactive communications, consistent follow through on deliverables or actions and the persistent pursuit of a high level of service excellence. Be personable and display empathy, establish credibility.
• Develop strong insights to the overall customer health to more easily and accurately identify areas of risk (opportunity or renewal related) and outline a mitigation strategy when necessary.
• Ensure customer awareness of the product roadmap; tie to their specific business needs and goals. Partner with OpenClinica Product teams to relay target timeframes and other relevant information.
• Demonstrate newly released or upcoming new features to customers. Focus on feature benefits, use cases and make the connection to their business needs.
• Drive product adoption through demonstration and explanation of the business value.
• Gather feedback when necessary and share with OpenClinica Product teams as appropriate.
• Ensure the CRM system contains accurate customer data (in particular account, contact, opportunity, LOA score, NPS/CSAT scores, meeting notes, risk and other key fields as necessary)
• Assist in the coordination or conduct of annual customer surveys (NPS or CSAT). Analyze data and identify Promoters, Passives and Detractors. Determine specific areas of focus and where necessary action is required to mitigate risk. Classify Customers from high to low touch, based on risk level, annual revenue, industry impact and referenceability. Review on a per Customer basis but also for cross-customer trends that imply a larger problem at hand.
• Periodically review and analyze customer support data. Identify trends for strategic customers that could lead to training opportunities, potential risk or suggest other action is needed.
• Prepare for and conduct internal monthly success review meetings with senior management. Keep senior management abreast of accounts at risk of non-renewal, individual high priority unmet customer needs.

Account Executive

• 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

• Pipeline Generation within Existing Accounts: Identify and qualify expansion opportunities (additional studies, modules, or services) through proactive discovery, account mapping, and engagement with key stakeholders; partner with Account Executives to progress and close opportunities.
• Commercial Ownership of Inbound Opportunities: Manage inbound requests from existing customers through qualification, scoping, pricing alignment (with Sales/Marketing), and conversion to closed-won revenue where applicable.
• Value-Based Selling: Translate customer goals and operational challenges into tailored solution recommendations, positioning product capabilities (e.g., reporting, recruitment optimization, integrations) to drive measurable ROI and support upsell/cross-sell motions.
• Coordinate and lead new customer onboarding activities.
• Create and deliver sales proposals and work orders as necessary for renewal related or upsell activity.
• Maintain a portfolio of accounts governed by specific key performance indicators to ensure low churn, high adoption and a high health score.
• Build rapport through periodic customer meetings and ensure customer awareness of the product roadmap; tie to their specific business needs and goals.

• 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

• Pipeline Generation within Existing Accounts: Identify and qualify expansion opportunities (additional studies, modules, or services) through proactive discovery, account mapping, and engagement with key stakeholders; partner with Account Executives to progress and close opportunities.
• Commercial Ownership of Inbound Opportunities: Manage inbound requests from existing customers through qualification, scoping, pricing alignment (with Sales/Marketing), and conversion to closed-won revenue where applicable.
• Value-Based Selling: Translate customer goals and operational challenges into tailored solution recommendations, positioning product capabilities (e.g., reporting, recruitment optimization, integrations) to drive measurable ROI and support upsell/cross-sell motions.
• Customer Onboarding: Lead the onboarding process for new customers, ensuring they understand and can fully utilize the product/service.
• Customer Engagement: Develop and maintain positive relationships with customers, regularly reaching out to address their needs and ensure satisfaction. Identify account opportunities to support their business needs.
• Issue Resolution: Address and resolve customer inquiries or concerns in a timely and effective manner, coordinating with internal teams as needed.
• Product Education and Training: Educate customers on features, benefits, and best practices, providing training sessions and support documentation as needed.
• Customer Retention and Growth: Monitor customer health metrics, proactively identifying risks, opportunities for expansion, and working with sales for upselling when appropriate.
• Feedback Collection: Collect customer feedback, relay it to product and support teams, and work towards improving the overall customer experience.
• Data Tracking and Reporting: Keep accurate records of customer interactions, updates, and engagements, providing reports and insights on customer satisfaction trends. Ensure the CRM system contains accurate customer data (in particular account, contact, opportunity, LOA score, NPS/CSAT scores, meeting notes, risk and other key fields as necessary).
• Collaborate with Cross-Functional Teams: Work closely with product, sales, and support teams to ensure a cohesive customer experience.

Associate Customer Success Manager

• Own pipeline generation targets, including meetings booked, pipeline created, and cost per opportunity
• Define and prioritize target segments and campaign focus areas based on pipeline performance and opportunity size
• Design and execute focused, segment-specific campaigns tied to defined ICPs and buying moments
• Develop and refine high-converting offers that drive engagement and accelerate sales conversations
• Own messaging effectiveness and value proposition clarity across campaigns
• Build and scale outbound-driven demand in close partnership with SDRs
• Oversee paid acquisition efforts with a focus on high-intent demand capture and measurable ROI
• Own landing page strategy and conversion rate optimization
• Establish and manage a clear demand generation operating cadence, including weekly performance reviews
• Identify and implement opportunities to improve efficiency and performance across the demand generation funnel

Head of Demand Generation

• 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

People and Talent Manager

Demand Generation Associate

Customer Success Manager

Account Executive, eClinical

Customer Success Manager

Account Executive, Recruit

Associate Customer Success Manager

Head of Demand Generation

Customer Success Associate