Client Success Associate

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 Client Success Associate is a member of the “Live Study” team within Client Success. This team is the primary SC point of contact for our clients’ operational study teams, supporting them in their day-to-day conduct of their clinical trials and in optimizing their use of SC.

Job Duties & Responsibilities

• Monitor and action client requests pertaining to the maintenance and optimization of their study-specific SC platforms and overall SC experience


• Work to resolve all client requests in a timely manner, continually keeping the client informed throughout the resolution process


• Be an expert in how to manage and resolve different query types


• Be an expert in using the essential Live Study toolset – Zendesk, JIRA, Salesforce, Business Intelligence Analytics (Tableau), Pendo reports


• Collaborate with team mates to best resolve new or complex client requests, updating the Live Study knowledgebase as appropriate


• Work with team mates to continually improve our ability to optimize the client experience e.g. maintaining knowledge articles, improving response process, improving the Live Study toolset


• Be an expert in the features and functionality of the SC platform from the perspectives of the three core stakeholder groups – study teams, site staff, and patients


• Communicate with clients promptly, professionally, and cordially. Encourage an environment where clients “get to know” the team


• Strive to achieve and exceed Live Study SLAs


• Prepare and distribute monthly Study Review reports and quarterly Account Review reports


• Present to clients at handover calls, from Implementation to Live Study


• Host ad-hoc client meetings to assist clients with troubleshooting, inquiries, and issue resolution

Location

This role is open to candidates working remotely in Ireland.

Basic Qualifications

• BS in Business or relevant degree or equivalent combination of education and experience


• 2-4 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

• Excellent analytical, organizational, and problem-solving skills


• Strong interpersonal skills and communication abilities with a customer-service mindset


• Proven ability to handle sensitive and confidential information with discretion

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 providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identify), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law.