Customer Success Representative (CSR)

POSITION TITLE:  CUSTOMER SUCCESS REPRESENTATIVE (CSR) 

LOCATION:  REMOTE US  

This position reports to our global HQ in Cambridge, MA and is fully remote within the US. Travel is expected when needed and local candidates are preferred.  

  

  

Who we are:  

TriNetX was founded on the idea that incorporating real-world data results in better clinical trial design, improves the site selection and patient recruitment process and generates real-world evidence (RWE) to advance the collective understanding of human health. TriNetX collaborates with the majority of industry leaders, including 13 of the top 15 pharmaceutical companies, and is powered by an impressive network of 150 healthcare organizations across 25 countries.  

As a result of its reach and rapidly expanding network, TriNetX has become the market leader in protocol design, feasibility, and site selection. Researchers have leveraged the TriNetX network to analyze over 39,000 protocols, presented over 10,000 clinical trial opportunities to its healthcare members, and reduced site identification time in clinical trials by 50%.  

Currently, TriNetX healthcare organization members contribute access to a patient population of 400 million, representing over 40 billion clinical observations. TriNetX has a worldwide presence, with our global headquarters located in Cambridge, Massachusetts and EU offices in Ghent, Belgium; Freiburg, Germany; and Basel, Switzerland – as well as offices in London, Madrid, Melbourne, Sao Paulo, Singapore, Tokyo, and Healdsburg, California. As a result, TriNetX is one of the fastest-growing, privately held companies in the life sciences industry. 

What challenges we work on:  

TriNetX is the global health research network that optimizes clinical research and enables discoveries through the creation of real-world evidence. TriNetX combines real-time access to longitudinal clinical data with state-of-the-art analytics to answer complex research questions at the speed of thought.  Each member of our community shares in the consolidated value of our global, federated health research network that connects clinical researchers to the patient populations which they are attempting to study.  

Who we are looking for:   

As we continue to grow globally, we’re looking for dedicated and enthusiastic Customer Success Representatives (CSRs) to join our Industry Account Management Team.  In this role, you’ll drive operational and customer-facing projects and deliverables to ensure that customer needs and objectives are being met or exceeded.  With a critical focus on customer service excellence, as well as the effective coordination of training and deliverables, you’ll have a key role in continuing the success of our dynamic and growth-minded team. 

  

What you will be doing:  

• Work closely with our Industry Account Managers to coordinate the successful delivery of customer projects that could include consulting, platform adoption/training, or RWD datasets. 
• Develop and maintain strong customer relationships within the life sciences and pharma sectors. 
• Understand customer needs and objectives and align with our internal solutions and teams. 
• Collaborate with cross-functional teams to address customer issues and drive resolution. 
• Conduct regular check-ins with users and operational contacts within our customer base to ensure a high touch and high level of customer satisfaction. 
• Assist in identifying upsell/cross-sell opportunities and/or add-on sales/services that could improve customer experience. 

  

What you bring to TriNetX:  

• 2+ years of relevant customer success or customer-facing experience, specifically within the healthcare, clinical data, and/or related life sciences field. 
• Strong verbal and written communication skills, with the ability to effectively support external customers and collaborate with cross-functional team members. 
• Exceptional organizational and time management skills, with the ability to effectively manage multiple, concurrent projects while maintaining an acute attention to detail.  
• A proactive, self-starter mentality, with the ability to adapt to changing priorities. 

 

Bonus points: 

• Knowledge/expertise with RWD, claims data, EHR data, clinical trials, CROs, and/or pharma. 
• Experience with Salesforce. 

 

As a condition of employment, the individual must provide proof of Covid 19 vaccination unless a medical or religious exemption is granted by TriNetX.