Client Success, Account Manager (Site Selection Team)

Clinitiative Health Research is a pioneering force in the clinical trial industry. Based in the United States with a global reach, we are at the forefront of connecting top-tier pharmaceutical companies and Clinical Research Organizations (CROs) with the most distinguished principal investigators and clinical research sites. Our mission is to significantly enhance the success rates of clinical studies through strategic partnerships. At Clinitiative, we pride ourselves on delivering bespoke business development solutions tailored to the intricate needs of our clinical research site clients. Our robust portfolio of business development, operations, and marketing programs is meticulously designed to meet the unique challenges faced by our partners. As part of our dynamic team, you will collaborate closely with industry-leading pharmaceutical firms and CROs, driving innovation and excellence in clinical research. We are committed to providing our partners with unparalleled expertise and the most proficient clinical research sites, ultimately elevating the success of their clinical studies. Explore the opportunity to make a tangible impact in a thriving, cutting-edge environment where your contributions will propel our shared vision forward. Join us at Clinitiative Health Research, where your expertise will help shape the future of clinical trials worldwide.

Job Overview: The Client Success Manager is crucial in managing and nurturing relationships with clinical research site clients. This role involves working with the Clinical Data Integration team to receive and review study briefings to ensure site clients are engaged from the site selection stage through the study execution. The Client Success Manager is responsible for client onboarding, retention, and satisfaction, effectively serving as the main point of contact for study pipeline review, client questions, client capabilities/metrics, and site strategy and execution. This position is ideal for a motivated professional with a blend of expertise in clinical research and client management, seeking to make a significant impact on the success and smooth operation of clinical trials.

Key Responsibilities:

• Study Briefing Review: Receive and review study briefings from the Clinical Data Integration and data management platforms to understand study requirements and timelines.
• Client Communication: Contact selected site clients to discuss study details and confirm interest and receipt of critical information before deadlines.
• Manage Relationships: Serve as the primary contact for site clients during the site selection stages, ensuring their needs and questions are addressed.
• Information Management: Regularly update the Clinical Data Integration team on site preferences, study-related questions, timelines, concerns, and any other relevant information.
• CRM Maintenance: Maintain comprehensive records of all client interactions and outcomes in our customer relationship management (CRM) system.
• Client Onboarding: Efficiently onboard assigned clients, ensuring they have provided all the necessary information and support to participate in clinical trials and strategy development.
• Client Retention and Satisfaction: Actively work on strategies to retain clients and enhance their satisfaction levels and award success throughout the trial process.
• Issue Escalation: Promptly escalate any issues to management, facilitating quick resolution to maintain client trust and relationship integrity.

Qualifications:

• Proven track record in client relationship management, particularly within the clinical research or healthcare sector.

• Strong understanding of clinical research site operations and the specific needs associated with conducting clinical trials.
• Excellent communication and interpersonal skills, capable of effectively engaging with diverse stakeholders.
• Proficient use of CRM software and data management platforms.
• Detail-oriented with a commitment to accuracy in all forms of communication and record-keeping.
• Ability to manage multiple tasks simultaneously and meet tight deadlines.

Education:

• Bachelor's degree in Business Administration, Healthcare Management, Life Sciences, or related field.

Experience:

• Minimum of 3-5 years of experience in client success or account management roles, preferably in the healthcare or clinical research industry.
• Experience in customer service and client retention strategies is highly preferred.

What We Offer:

• A vital role in the success of our clinical trials through effective client management.
• Opportunities for professional growth and development in a supportive and dynamic environment.
• Competitive salary and benefits package.