Client Success Director, Study Collaboration Solution

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

The candidate will be responsible for ensuring that Advarra’s Study Collaboration Solution clients experience operational success through their use of the Study Collaboration Solution platform, resulting in long-standing mutually beneficial relationships. Involves building relationships at management and study team levels, creating a community of Study Collaboration Solution users who are willing champions and active contributors to our future direction.

Job Duties & Responsibilities

• Ensure that Advarra is delivering a positive client experience, and client’s operational expectations are met or exceeded
• Proactively work with clients, at management and study team levels, to ensure mutual success criteria are agreed and achieved
• Liaise with Advarra’s project management and production teams to ensure a smooth transition from initial portal launch to ongoing management throughout the duration of the trial
• Oversee assigned client portfolios of active study portals
• Work with clients and Project Management to standardize client configurations and processes, to drive efficiencies, meet success criteria, and improve the client/user experience
• Work with Product Management and clients to coordinate rollout of new software releases to client portals, considering go-forward and retrofit scenarios
• Manage response to client escalations, working with the client and relevant internal stakeholders
• Timely and comprehensive input to overall Advarra client governance meetings
• Work with clients to establish willing champions and generate testimonials and joint-marketing initiatives.
• Provide input to Product Management on existing and potential product features and enhancements, acting as a thoughtful conduit for client/user feedback
• Provide input to Marketing and Commercial on relevant client feedback
• Stay current on new market and competitive developments

Location

This role is open to candidates working remotely in one of the following locations: Ireland or the United States.

Basic Qualifications

• BS in Business or relevant degree or equivalent combination of education and experience
• 4+ years’ operational experience supporting late phase clinical trials from sponsor, CRO, or clinical technology vendor perspective.
• Solid understanding of clinical trials, including key stakeholder roles and the broader clinical trial technology ecosystem

Preferred Qualifications

• Experience in a client-facing role
• Effective interpersonal skills
• Strong business acumen
• Strong verbal and written communication skills
• Effectively identifying customer needs
• Effective at working remotely

Physical and Mental Requirements

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (inclu