EDUCATION:

• Bachelor’s degree

REQUIRED EXPERIENCE:

• 2+ years of professional experience in an academic research environment

SKILLS:

• Excellent communication skills, both written and oral
• Organized and detail-oriented
• Autonomous in your work and the challenge of solving complex problems

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.

OF THE ROLE

The Customer Success Associate helps to serve our clients, the clinical researchers, and ensure an exceptional experience. As a member of the team you will be responsible for the full researcher journey, from onboarding to the conclusion of a study. This includes conducting client kickoff meetings, overseeing the creation of recruitment content for the researchers’ studies, assisting in customer support, and conducting check-ins with researchers.

RESPONSIBILITIES & OBJECTIVES

• 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