Job Summary:
Medrio is hiring a Customer Enablement Specialist to help customers successfully adopt Medrio software and build the skills to use it confidently and independently. This role sits at the intersection of content creation and hands-on customer training: you will build the user guides, knowledge articles, and curricula that power self-service learning, and you will also lead live training sessions and answer real-time questions so customers can configure Medrio to fit their specific protocols. The ideal candidate is equal parts technical, organized, and an engaging communicator who can make complex software concepts easy to understand.
Essential Duties and Responsibilities:- Content Creation
- Support Medrio’s Technical Writers in writing and maintaining product user guides, knowledge base articles, and best practice guides for Medrio's software.
- Draft clear, customer-facing software release notes that explain new features and changes.
- Partner with the Customer Enablement team to design and build curricula and structured content for instructor-led and self-paced training paths.
- Keep all documentation and training content current as products evolve, working closely with Product and Support teams.
- Deliver live, human-led training sessions to customers, including onboarding, ongoing education, and advanced feature training.
- Facilitate webinars and workshops that build customer proficiency and confidence with Medrio products.
- Adapt training delivery and pacing to different audiences, from new users to experienced administrators, while also supporting specific customer needs according to their protocol and/or process as practical.
- Respond directly to customer how-to questions and troubleshoot configuration issues within a training setting.
- Customer and Employee Facing
- Bachelor's degree or equivalent professional experience.
- 2–4 years of experience in customer education, training, technical writing, or customer success, ideally within a SaaS or software organization.
- Demonstrated technical aptitude and ability to learn, configure, and troubleshoot software.
- Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
- Experience delivering live training sessions or presentations to external audiences.
- Strong organizational skills and ability to manage multiple content and training projects simultaneously.
Collaborative, Remote
Other Skills and Abilities:- Experience in clinical trials or clinical trial software (e.g., EDC)
- Familiarity with learning management systems (LMS) and knowledge base platforms (e.g., Confluence, Zendesk).
- Experience creating technical documentation or knowledge base content.
- Curriculum planning
- Ability to write effective copy, instructional text, audio and video script
- Understanding of varied learning styles
- Familiar with e-learning design, video technology and editing
At Medrio, we look for smart, capable, and conscientious people to help us expand our product capabilities, grow our business, and better serve our customers. Our employees love working for us because they get to develop, market, and sell a product that advances human health, and they enjoy many perks, including:
- Comprehensive healthcare: US-based employees receive medical, dental, and vision coverage, with Medrio covering 100% of employee premiums and 50% of dependent premiums.
- Retirement contributions
- Equity: Stock options so you share in what we're building.
- Generous parental leave.
- Flexible time off - including company bonus holidays during months with no public holidays.
- Stipends — A monthly mobile/internet stipend and a wellness stipend to support how you work and how you recharge.
At Medrio, we build the technology that makes clinical trials faster, smarter, and more human. Our unified platform helps sponsors, CROs, and research sites bring life-changing therapies to market and every person on our team plays a role in that mission. You'll find a diverse, global team that brings accountability, curiosity, and a genuine customer-first mindset to everything we do, with a healthy dose of joy and quirkiness along the way.
Our culture
Medrians aim high. We're solution-oriented, collaborative, and driven — and we have fun doing it. Whether you're an engineer, data scientist, solutions consultant, or anything in between, you'll be part of a team that cares about your growth and the impact of your work.
The Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We value collaboration, ingenuity and creating a culture of excellence!
Salary Range: $65,000 - 75,000 USD
To see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.
Skills Required
- Bachelor's degree or equivalent professional experience
- 2-4 years of experience in customer education, training, technical writing, or customer success, ideally in a SaaS or software organization
- Technical aptitude with the ability to learn, configure, and troubleshoot software
- Excellent written and verbal communication skills, including translating technical concepts for non-technical audiences
- Experience delivering live training sessions or presentations to external audiences
- Strong organizational skills and ability to manage multiple content and training projects simultaneously
- Experience in clinical trials or clinical trial software, such as EDC
- Familiarity with learning management systems and knowledge base platforms, such as Confluence and Zendesk
- Experience creating technical documentation or knowledge base content
- Curriculum planning experience
- Ability to write effective copy, instructional text, audio scripts, and video scripts
- Understanding of varied learning styles
- Familiarity with e-learning design, video technology, and editing
What We Do
Welcome to Medrio's LinkedIn page! Follow us for company news, product updates, industry insights, and more. Medrio delivers integrated eClinical software designed specifically for pharmaceutical, biotech, medical device, diagnostics, and animal health markets. Our innovative electronic data capture (EDC), eSource, eConsent, and ePRO products empower our customers to reduce costs and timelines so that CROs can increase their trial volume and sponsors can bring products to regulatory submission faster. Since our founding in 2005 as the first cloud-based EDC system, we’ve become known throughout the market for our easy-to-use solutions and for delivering speed and simplicity to our customers’ clinical trials. Medrio users can build their databases in an average of 2.8 weeks with no programming required, make mid-study changes with just a few clicks of a mouse, and much more. Our innovative software, as well as the robust and flexible training, onboarding, and support resources we provide our customers, have earned us a 98% customer satisfaction rating. Medrio is the market leader in early phase trials and serves over 600 customers globally, with headquarters in San Francisco and offices across the United States, Europe, and Asia. Visit medrio.com for more information.
