Customer Success - Site Experience Lead

Position Overview:

As a Site Experience Relationship Lead, you will interact directly with clinical site teams all over the world. Your responsibilities will involve training clinical sites, labs and other end-users on how to use TruLab technology, as well as designing curriculums for ongoing training and certification. Responsibilities include developing relationships with end-users and acting as an ambassador for TruLab as you support users during patient visits. We are looking for candidates with strong relational skills who love fostering relationships with other people, and are detail-oriented, proactive, and thrive in a fast-paced, dynamic environment. Ideal candidates will demonstrate a passion for client service, possess the ability to quickly grasp new concepts, execute tasks with precision, and exhibit excellent organizational and communication skills.

What You’ll Do:

• Cultivate, maintain and grow key relationships with TruLab’s end users.

• Train new and returning TruLab users, through in-person or virtual meetings, and create/design training curriculum through asynchronous materials and videos.

• Provide real-time support and guidance to users during patient visits on global clinical trials, ensuring seamless utilization of TruLab software.

• Coordinate activities and interactions among different groups, both internally and externally, across multiple simultaneous projects.

• Actively collaborate with site personnel in between patient visits to ensure smooth and accurate usage of TruLab and rapid issue resolution if necessary.

• Proactively identify and address risk factors in order to optimize deployment outcomes.

What You’ll Need:

• 2-3 years experience

• Ability to effectively manage multiple projects concurrently with meticulous attention to detail.

• Exceptional communication skills, both verbal and written.

• Extremely high relational skills and ability to empathize with end users.

• Demonstrated proficiency in coordinating actions across diverse groups of individuals.

• Desire to be proactive and drive projects and tasks forward, rallying others in the process.

• A keen enthusiasm for leveraging new technology to drive innovation and progress.

What You’ll Get:

• Exposure to all facets of building a rapidly growing technology company.

• Direct engagement with TruLab’s seasoned leadership team.

• Opportunity to contribute to major decision-making processes.

• Involvement in transforming sample tracking and advancing clinical research.

• Prospects for career advancement and personal development as the company expands.