Associate Director, Client Success

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 role is pivotal to Advarra’s competitive edge, positioning the company as a preferred provider distinguished by its commitment to delivering and upholding an exceptional customer experience.

As the primary liaison for Advarra’s key clientele, this individual oversees customer onboarding and conducts regular check-ins. Serving as a prominent operational figure, they represent the company, collaborating closely with Client Services and Business Development. They cultivate strong relationships with assigned clients, gaining deep insight into their specific needs, requirements, and expectations regarding Advarra’s solutions and services.

Success in this role hinges on the quality of client relationships, with a focus on fostering loyalty and bolstering key customer retention through proactive communication. The individual must possess or develop a thorough understanding of Advarra’s solutions and industry norms. They demonstrate comprehensive operational knowledge, recognizing the interplay between client services, IRB services, operational excellence, regulatory compliance, and quality assurance, all of which impact the customer experience.

Effective in influencing others, the individual drives alignment toward addressing customer concerns promptly and championing proactive measures for operational improvement. They maintain strong relationships with internal business units, particularly with Business Development, Information Technology, and Finance, to facilitate customer acquisition, retention, and the expansion of business opportunities through superior service delivery.

 

Job Duties & Responsibilities

• Serve as the main point of contact for sponsors/CROs/Institutions during the transition from Business Development to Operations
• Implement Client Onboarding Framework to ensure client expectations are met and goals achieved
• Establish and document client-specific processes and documentation requirements
• Conduct CIRBI demonstrations, emphasizing features that support study efficiency, and provide ongoing support and training
• Coordinate specific or unique requirements with assigned Client Service Coordinators
• Conduct study start-up calls before initial submission to ensure all requirements are communicated
• Manage the transition of new studies to the assigned CSC team, ensuring timelines are met
• Implement strategies to increase revenue and profitability from existing customers
• Conduct periodic check-ins to monitor client satisfaction and outcomes
• Collect, analyze, and track timelines and quality metrics proactively
• Facilitate resolution or alternative solutions to any client dissatisfaction
• Ensure consistent quality of service through Client Success policies
• Coordinate and participate in quarterly governance, metrics review, and process improvement meetings
• Generate and present monthly reports to assigned clients
• Take ownership of problem resolution or service recovery efforts as necessary
• Act as the primary contact for assigned clients post "go-live" for Advarra/CIRBI support
• Assist with site list requests and master list upkeep
• Collaborate with Client Services Directors, Managers, and Coordinators to promptly resolve client issues and concerns
• Proactively address any "red flags" such as poor-quality metrics or increased timelines
• Maintain