Remote Site Activation Specialist - Latam Trials
Syneos Health, Inc.
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Descripción de la vacante
Mastercard is expanding its Services Customer Success team in the LATAM region. The Regional Customer Success Manager will work with cross‑functional teams to drive customer engagement, grow the business, and ensure readiness of technical programs for priority customers in Argentina and Brazil.
The role emphasizes translating complex capabilities into clear customer solutions and achieving mutual profitability.
Formación
- Bachelor's degree Life sciences or related field is required.
- 3+ years of clinical research support in site activation/regulatory tasks.
- 2+ years in a Lead role.
- Advanced English proficiency (mandatory).
- Strong organizational and communication skills; ability to lead cross‑functional teams.
Responsabilidades
- Regional Customer Success Manager will support development and delivery of strategic priorities within the region.
- Focus on ensuring priority customers experience positive change through more effective use of Services network products.
- Collaborate with cross‑functional teams to maximize value proposition of Mastercard Network Products.
Conocimientos
Educación
Descripción del empleo
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Manager, Customer Success
Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data‑driven insights, and execution.
Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads.
As a Regional Customer Success Manager for Services, you will support the development and delivery of strategic priorities within the region. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products. The Manager will work closely with cross‑functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer.
The three areas of primary responsibility include: 1) customer engagement, 2) growing the business, and 3) technical and program readiness.
- Cultivate a strong customer partnership through a deep understanding of their business and managing customer health and value realization during network product launch and post‑sale
- Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products
- Articulate key performance indicators related to cost, performance and optimization and the insights associated with them
- Leverage Mastercard Services’ offerings to achieve customer goals and realize value propositions of Mastercard products
- Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings
- Ability to evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data
- Develop training materials, thought leadership, and customer‑facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition
- Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer‑centric manner
- Gather and report customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products
- Skilled at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage
- Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus
- Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
- Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer‑centric manner
- Proficient experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth
- Successful track record of identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties
- Experience in creative thinking and development of innovative solutions to complex customer challenges
- Enthusiastic individual who works seamlessly with a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level
- Advanced experience working with both large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
- Abide by Mastercard’s security policies and practices;
- Ensure the confidentiality and integrity of the information being accessed;
- Report any suspected information security violation or breach, and
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
Buenos Aires, Argentina
São Paulo, Brazil
Full time
Under moderate supervision, executes the feasibility, site identification regulatory, start‑up, and maintenance activities in accordance with regulations, SOPs, and project requirements at the regional, or country level.
Prepares and manages site documentation; reviews and negotiates site documents and contracts with sites and sponsors; maintains, reviews, and reports on site performance metrics; serves as the primary point of contact for investigative sites; tracks completion of appropriate documents for sites; ensures contracts are fully executed; and establishes project timelines. With moderate oversight and supervision, perform tasks at a country/region level associated with site activation activities in accordance with applicable local and/or international regulations, standard operating procedures (SOPs), project requirements and contractual/budgetary guidelines. May also include maintenance activities.
- With moderate oversight and supervision, serve a Single Point of Contact (SPOC) to perform feasibility, site activation and some maintenance activities in assigned studies for investigative sites, according to applicable regulations, SOPs and work instructions, working closely with the Site Activation Manager (SAM), Project Management team, and other departments as necessary. Review documents for completeness, consistency and accuracy, under guidance of senior staff.
- Prepare site documents, reviewing for completeness and accuracy.
- Inform team members of completion of regulatory contractual and other documents for individual sites.
- Distribute completed documents to sites and internal project team members.
- Update and maintain internal systems, databases, tracking tools, timelines and project plans with accurate and complete project specific information.
- Review, track and follow up the progress, the approval and execution of required documents such as questionaires, CDAs, regulatory, ethics, Informed Consent Form (ICF) and Investigator Pack (IP) release documents. Requires advanced knowledge within a specific discipline typically gained through extensive work experience and/or education.
- Based in Argentina or Brazil.
- Bachelor’s Degree Life sciences or a related field required.
- Other 1 - 3 years' clinical research supporting site activation/regulatory tasks.
- Advanced level of English. You will be working with a team from the US and interacting with North American sites.
EEO Minorities/Females/Protected Veterans/Disabled
Buenos Aires, Argentina
São Paulo, Brazil
Full time
Perform tasks at a country level associated with Site Activation (SA) activities in accordance with applicable local and/or international regulations, standard operating procedures (SOPs), project requirements and contractual/budgetary guidelines. May also include maintenance activities. Developing professional individual contributor who works under moderate oversight and supervision. Responsible for making recommendations for enhancements in systems and processes to solve problems or improve effectiveness of job area. Problems faced are general and may require understanding of broader set of issues but are not complex.
- Under general supervision, serve as Single Point of Contact (SPOC) in assigned studies for investigative sites, Site Activation Manager (SAM), Project Management team, and other departments as necessary. Ensure adherence to standard operating procedures (SOPs), Work Instructions (WIs), quality of designated deliverables and project timelines.
- Perform feasibility, site ID, start up and site activation activities according to applicable regulations, SOPs and work instructions. Distribute completed documents and internal project team members.
- Prepare site documents, reviewing for completeness and accuracy.
- Ensure accurate completion and maintenance of internal systems, databases and tracking tools with project specific information.
- Review and provide feedback to management on site performance metrics.
- Review, establish and agree on project planning and project timelines. Ensure monitoring measures are in place and implement contingency plan as needed.
- Inform team members of completion of feasibility, site ID, regulatory and contractual documents for individual sites.
- Review, track and follow up the progress, the approval and execution of documents, questionnaires, CDA/SIF, regulatory, ethics, Informed Consent Form (ICF), and Investigator Pack (IP) release documents, in line with project timelines.
- Provide local expertise to SAMs and project team during initial and ongoing project timeline planning.
- Perform quality control of documents provided by sites.
- May have direct contact with sponsors on specific initiatives.
- Based in Argentina or Brazil.
- Bachelor's Degree Life science or related field mandatory.
- 3 years clinical research experience supporting site activation/regulatory tasks.
- Advanced level of English is mandatory. You will be working with a global team, and supporting North American sites.
EEO Minorities/Females/Protected Veterans/Disabled
Buenos Aires, Argentina
Mexico City, Mexico
Santiago, Chile
Lima, Peru
São Paulo, Brazil
Bogota, Colombia
Full time
The Leader of the Centralized Monitoring team, partner with the project and clinical lead to achieve the delivery of the project's overall objectives to the sponsor's satisfaction per contract, while optimizing speed, quality and cost of delivery and in accordance with IQVIA SOPs, policies and practices.
- Leadership activities: Leader of the Centralized Monitoring team, partner with the project and clinical lead to perform oversight on clinical deliverables on global assigned projects as per the protocol, SOPs, respective regulation/guidelines and project Clinical Operations Plan.
- Unblinded Clinical Lead, including IP management for the assigned study to identify risk and proposed mitigation (including re-supply, re-labelling, Import/export licenses etc.)
- May act as Clinical Lead when there is not assigned to the study and at project close out.
- Manage project resources (CRAs/ Central Monitors/ Clinical Trial Assistants/ Centralized Monitoring Assistants)
- Analytical activities: Manage, monitor and complete study/site metrics trending (trend analysis of clinical aspects of the trial, share trends and agree on action plan, review, triage and action clinical study alerts, monitor clinical operation plan compliance etc.).
- Contribute to developing the study specific analytics strategy and work on developing advanced analytics.
- Support project management team to develop monitoring strategy, including monitoring triggers/thresholds.
- Attend study team and /or client meetings.
- Provide Inputs to clinical study teams, key decision makers, and internal team members to manage continuous process improvements, issue escalation, workload projections.
- Development and use of study management plans, and/or RBM specific tools and templates, and/or other study specific plans to evaluate the quality and integrity of the study.
- Ensure complete and accurate documentation of all the study specific tools and templates and keep the project Audit ready, including eTMF oversight.
- Mentors or coaches for junior staff.
- Bachelor's degree in life sciences or related field.
- +3 years of relevant clinical monitoring experience (as remote or on site CRA). Advanced knowledge of clinical trial conduct and skill in applying applicable clinical research regulatory requirements; i.e., ICH GCP and relevant local laws, regulations and guidelines, towards clinical trial conduct.
- +2 years in a Lead role.
- Strong written and verbal communication skills including advanced command of English (Mandatory).
- Strong organizational, problem solving and decision making skills.
- Results and detail-oriented approach to work delivery and output.
- Excellent motivational, influencing, negotiating and coaching skills.
- Ability to work on multiple global projects and manage competing priorities.
- To lead team and effectively work in team.
EEO Minorities/Females/Protected Veterans/Disabled
Kelly is a team of experts driven by our belief that the impact of the right person in the right job is limitless. ...
- Schedule phone screens, panel interviews, and final interviews across multiple time zones
- Manage high volumes of scheduling, rescheduling, and last‑minute changes while keeping candidates and interview teams aligned
- Prepare and send interview confirmations, calendar invites, logistics, and reminders
- Ensure interview plans are accurate and complete, including correct attendees, time zones, links, and interview details
- Communicate with candidates in clear, professional English via email and chat tools
- Provide timely instructions, updates, and support to reduce friction and prevent no‑shows
- Proactively identify and resolve risks such as missing availability, late confirmations, or scheduling conflicts
- Maintain accurate candidate status updates and scheduling details in the ATS
- Track workflows and ensure coordination tasks are completed end‑to‑end
- Partner closely with recruiters and sourcers to unblock pipeline movement quickly
- Coordinate with recruiters, hiring managers, and interviewers to resolve constraints and find workable solutions
- Escalate issues early, with clear context and proposed next steps
- Own the logistics of the offer process, including generating and sending offer letters and tracking candidate acceptance
- Support onboarding preparation and documentation processes across hiring regions
- Assist in maintaining clean data and process consistency within the applicant tracking system
- Maintain professionalism, urgency, and composure under pressure
- 2+ years of experience as a Recruiting Coordinator, Talent Coordinator, or in a fast‑paced administrative role with heavy scheduling responsibilities
- Strong written and verbal English communication skills
- Proven ability to manage a high workload with frequently changing priorities
- High responsiveness, strong follow‑through, and exceptional attention to detail
- Comfortable learning and working across multiple tools and systems
- Experience with modern ATS
- Experience coordinating across multiple time zones
- Experience in high‑volume recruiting coordination or within an RPO environment
Fully remote, supporting recruiting efforts across the Americas. This role requires the selected candidate to work aligning their schedule with US timezones from Eastern Standard Time to Pacific Standard Time Time.
Total compensation package including benefits as applicable to the position - understanding that each person has unique professional and personal needs focused on your total well-being. Explore our range of benefits at: Kelly Services | People Regular Staff.
EEO Minorities/Females/Protected Veterans/Disabled
Kelly is a team of experts driven by our belief that the impact of the right person in the right job is limitless. ...
- ...
Fully remote, supporting recruiting efforts across the Americas. ...
Total compensation package including benefits as applicable to the position ...
EEO Minorities/Females/Protected Veterans/Disabled
Our Recruiter supports internal talent acquisition across the Americas, partnering closely with hiring managers and Talent Acquisition leaders to deliver high‑quality talent in a fast‑paced, high‑volume environment. …
Remote - Argentina, Brazil, Peru, Colombia Monday‑Friday, 8:00 AM - 5:00 PM (flexibility on time zones CST/ EST)
- Leading full‑cycle recruiting from initial outreach through offer acceptance
- Managing a high‑volume requisition load while maintaining quality and speed
- Building proactive sourcing strategies to engage both active and passive talent
- Conducting structured candidate screens via phone and video to assess skills and fit
- Driving outbound engagement through calling, messaging, and email outreach
- Presenting and managing offers, including candidate communication and negotiation support
- Partnering with hiring managers and TA leadership to align on hiring needs and priorities
- Delivering a consistent, positive, and engaging candidate experience throughout the process
- Maintaining accurate documentation and activity tracking within ATS systems (Bullhorn)
- Identifying opportunities to improve sourcing strategies and overall recruiting effectiveness
- Minimum of 2 years of full‑cycle recruiting experience required
- Proven experience in high‑volume recruiting environments (required)
- Experience across multiple industries such as light industrial, manufacturing, and/or staffing preferred
- Strong candidate‑facing experience with the ability to manage full‑cycle recruiting end‑to‑end
- Experience recruiting across the continental United States
- Proven ability to source and engage passive candidates and build strong pipelines
- Strong communication and relationship‑building skills
- Experience with ATS platforms and sourcing tools (Bullhorn, Workday, or similar)
- Ability to manage multiple priorities in a fast‑paced environment
- High attention to detail with a strong focus on accuracy and compliance
- Microsoft Office proficiency
- English professional proficiency
Final compensation will be based on experience and geographic location.
Kelly is an equal opportunity employer committed to building a diverse, equitable, and inclusive workforce, including individuals of all races, genders, abilities, protected veteran status, sexual orientations, and gender identities. Equal Employment Opportunity is The Law.
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