RTSM Study Project Lead: Client Support & Solutions

4G Clinical LLC.; Nottingham; On-site; GBP 65,000 - 85,000; Full time

Job summary

4G Clinical is seeking a Study Project Lead to head client support for the RTSM application after go-live. You will own the client experience, manage sponsor communications, and coordinate cross-functional teams for timely issue resolution.

The role requires a minimum of 3 years in software application support for clinical trials, with strong customer service, troubleshooting, and problem-solving skills. A bachelor’s degree or RTSM/IT experience is acceptable.

Qualifications

• Minimum of 3 years of software application support experience in clinical trial support.
• Essential: customer service, troubleshooting, issue management, and problem resolution.
• Excellent interpersonal skills, integrity, and attention to detail with ability to work independently and in a team.

Responsibilities

• Act as primary contact for sponsors after study go-live and oversee the RTSM support experience.
• Manage sponsor emails and provide troubleshooting and requests support.
• Provide timely, professional responses and status updates to keep stakeholders informed.
• Lead client support meetings to discuss RTSM health and open requests.
• Provide training and guidance on RTSM usage.
• Serve as liaison with Client Directors for support updates and sponsor study health.
• Identify opportunities to improve study IRT, product, or support processes.
• Deliver study-specific reporting and status updates as needed.
• Maintain a positive, results-oriented work environment and promote teamwork.

Skills

Customer service

Troubleshooting

Issue management

Problem resolution

Interpersonal skills

Education

Bachelor's degree or experience in RTSM support or IT

Job description

4G Clinical is seeking a Study Project Lead to head client support for the RTSM application after go-live. You will own the client experience, manage sponsor communications, and coordinate cross-functional teams for timely issue resolution.

The role requires a minimum of 3 years in software application support for clinical trials, with strong customer service, troubleshooting, and problem-solving skills. A bachelor’s degree or RTSM/IT experience is acceptable.