Client Success Director

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Overview Summary

This Customer Success Director is key to Advarra’s market differentiation as a provider of choice built upon the ability of Advarra to provide, and sustain, superior customer experience. This individual serves as primary interface to established “key” customers of Advarra, including customer onboarding and periodic check-ins. As an operational leader, this individual is the face of the company and works in collaboration with Client Services and Business Development, engages with assigned customers, building a primary relationship and a deep understanding of specific customer needs, requirements, and expectations related to the specific solutions and services they engage Advarra to provide.

This position is measured on the quality of assigned client relationships, is dedicated to promoting client loyalty and enhancing key customer retention through ongoing and proactive communication. This individual must have strong relationships with other internal business units, most notably with Business Development, Information Technology, and Finance. Interactions with these teams are focused upon customer acquisition, retention of key customers, and strengthening of relationships allowing for increased year-over-year business due to superior service delivery.

Job Duties & Responsibilities

• Support the BD Team in the RFI/RFP process, where applicable and serve as the point of contact for sponsors/CROs as they transition from BD to Operations.
• Follow the Client Onboarding Framework to ensure client expectations are satisfied and goals are achieved.
• Establish and document client-specific processes and documentation requirements (i.e.; cover pages, unique informed consent language, etc.). Conduct CIRBI demonstrations, highlighting features and functions that support efficiency from study start-up through study closure. Provide ongoing CIRBI support and training.
• Coordinate specific or unique requirements with assigned Client Service Coordinators through primary interaction with managers/leads of such teams.
• Prior to initial submission, complete a study start-up call to ensure all study and client-specific requirements are documented and communicated to the dedicated Client Services Coordinator (CSC) team manager, as applicable
• Proactively manage transition of new studies to the assigned CSC team, including introductions, setting expectations, and establishing escalation pathway, working with assigned CSC to ensure timelines are met.
• Further existing strategies to increase revenue and profitability from existing customers.
• Establish periodic check-ins to monitor client satisfaction and client outcomes.
• Proactively collect, analyze, and track timelines and quality metrics.
• Facilitate resolution/alternative to any client dissatisfaction with Advarra.
• Ensure clients are receiving consistent quality of service through the establishment of Client Engagement policies.
• Coordinate and participate in quarterly governance, metrics review and/or process improvement meetings, as applicable.
• Create and present monthly report, as applicable, to assigned clients.
• Take ownership of problem resolution or service recovery efforts as necessary.
• Serve as the primary contact for assigned clients post “go-live” for any Advarra/CIRBI support.
• Work with CIRBI Support to communicate CIRBI needs from client standpoint / feedback.
• Work closely w