Customer Success Lead

About the position

Trial Library, Inc. is a venture-backed startup founded in 2022 on a mission to advance equity in oncology clinical trials. We are a diverse team of experts who believe that health equity starts with patient and provider empowerment. We believe that inequities in clinical trial access need to be addressed creatively and intentionally. We believe that inclusive research environments can answer questions that improve health outcomes for all, not just the few who participate in clinical trials. We believe in the power of technology to disseminate high quality health information about clinical trials sustainably. We believe in the power of representation in online health communication. As a Customer Success Lead, you will work closely with the Chief Executive Officer, Associate Director of Operations, and Ally Navigation team to support Providers on the Trial Library Platform. This is primarily a remote position.

Responsibilities

• Tracking customers through the sales cycle, from evolution from leads into opportunities into accounts in the Trial Library CRM system
• Bridge the gap between sales and customer support
• Demonstrate Provider empathy to foster trusting relationships between Trial Library and practices
• Proactively drive provider engagement including contracting and execution of Trial Library platform services to produce fast time to value for customers
• Demonstrate a solid understanding of product features and how Providers are expected to interact with product
• Serve as a liaison with physician practice customers to ensure a successful adoption of Trial Library products, resolving issues, addressing concerns, adapting to unique provider workflow requirements
• Maintain up to date knowledge of Trial Library sponsored opportunities
• Develop best practice workflows to drive adoption of Trial Library platform across the United States
• Keep physician practices engaged and regularly using Trial Library products and services
• Ownership of all Provider inquiry and troubleshooting to support practices when necessary

Requirements

• Minimum 5+ years of professional experience in health care-related customer success
• Strong metrics-focused customer success experience
• Open to travel and make on-site visits to practices, attend meetings, if needed
• General understanding of health care and research topics such as clinical trial informed consent, pre-screening, and study sponsors is desirable
• Demonstrate a bias towards action and seek to intervene before issues arise
• Strong communicator and persistent, able to influence behaviors to help drive the desired outcomes
• Facilitate an analytical approach and use data to drive actions
• Agile and willing to adapt quickly in order to achieve desired outcomes
• Demonstrated ability to exercise autonomy in engagement of Providers
• Demonstrated ability to completely manage a CRM, track Provider engagement and conversion to participation on the Trial Library platform