Customer Success Team Lead
OpenClinica LLC•Needham, MA
•$120,000 - $140,000•Remote
About The Position
The Customer Success Team Lead is responsible for the full researcher journey, from onboarding to the conclusion of a study. This includes conducting client kickoff meetings, overseeing the creation of recruitment content for the researchers’ studies, assisting in customer support, and conducting check-ins with researchers. You will be asked to think outside the box to create efficiencies in our processes and propel the vision of our company.
Requirements
- 3+ years of professional experience in client-facing roles, including customer success, marketing, account management, or sales.
- A clinical background as a research coordinator or experience running or managing clinical trials
- Bachelor’s Degree in related field.
- Excellent communication skills, both written and oral
- Organized and detail-oriented
- Autonomous in your work and the challenge of solving complex problems
Nice To Haves
- An understanding of (or even a passion for) social media marketing platforms including but not limited to: Facebook, Instagram, Twitter, TikTok, and Snapchat
- Familiar with Canva
Responsibilities
- Manage & oversee the creation of various marketing and study recruitment materials
- Coordinate across internal and external teams to launch recruitment campaigns
- Build and maintain strong, long-lasting relationships with our researchers
- Help resolve escalated and complex questions and issues from customers
- Provide coaching, guidance, and mentorship to Customer Success Associates
- Make improvements to our current customer satisfaction methods and processes
- Communicate effectively with both clients and colleagues to understand & service customer needs, maximize retention and growth, and communicate performance
- Act independently in directly managing the Success team & tracking + driving efficiencies across all relevant KPIs with a focus on Net Revenue Retention
- Conduct client-facing calls and coordinate action items across internal and external teams
- Triage client support issues and deliver best-in-class service
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Help gather feedback from our customers to inform our sales process, product roadmap, and marketing opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
