Associate Director, Client Success

Advarra; United States; Remote; USD 72,000 - 124,000; Full time

Job summary

Join a leading company in clinical research as an Associate Director of Client Success. This pivotal role focuses on managing key client relationships, ensuring satisfaction, and driving operational improvements. You'll collaborate across departments, utilizing your skills in a dynamic environment to enhance the customer experience and support business growth.

Qualifications

• 1-3 years of experience in IRB or clinical research.
• Ability to influence and create alignment.
• Advanced knowledge of IRB processes and federal regulations.

Responsibilities

• Serve as the main point of contact during client onboarding.
• Monitor client satisfaction and resolve issues.
• Conduct regular check-ins to ensure goals are achieved.

Skills

Customer relationship management

Problem-solving

Communication

Education

Bachelor’s degree in the basic life sciences or related field

Job description

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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 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

This role is pivotal to Advarra’s competitive edge, positioning the company as a preferred provider distinguished by its commitment to delivering and upholding an exceptional customer experience.

As the primary liaison for Advarra’s key Institutions clientele, this individual oversees customer onboarding and conducts regular check-ins. Serving as a prominent operational figure, they represent the company, collaborating closely with Client Services and Commercial. They cultivate strong relationships with assigned clients, gaining deep insight into their specific needs, requirements, and expectations regarding Advarra’s solutions and services.

Success in this role hinges on the quality of client relationships, with a focus on fostering loyalty and bolstering key customer retention through proactive communication. The individual must possess or develop a thorough understanding of Advarra’s solutions and industry norms. They demonstrate comprehensive operational knowledge, recognizing the interplay between client services, IRB services, operational excellence, regulatory compliance, and quality assurance, all of which impact the customer experience.

Effective in influencing others, the individual drives alignment toward addressing customer concerns promptly and championing proactive measures for operational improvement. They maintain strong relationships with internal business units, particularly with Commercial, Information Technology, and Finance, to facilitate customer acquisition, retention, and the expansion of business opportunities through superior service delivery.

Job Duties & Responsibilities

• Serve as the main point of contact for Institutions during the transition from Commercial to Operations
• Implement Client Onboarding Framework to ensure client expectations are met and goals achieved
• Establish and document client-specific processes and documentation requirements
• Conduct CIRBI demonstrations, emphasizing features that support study efficiency, and provide ongoing support and training
• Coordinate specific or unique requirements with assigned Client Service Coordinators (CSC)
• Conduct study start-up calls before initial submission to ensure all requirements are communicated
• Manage the transition of new studies to the assigned CSC team, ensuring timelines are met
• Implement strategies to increase revenue and profitability from existing customers
• Conduct periodic check-ins to monitor client satisfaction and outcomes
• Collect, analyze, and track timelines and quality metrics proactively
• Facilitate resolution or alternative solutions to any client dissatisfaction
• Ensure consistent quality of service through Client Success policies
• Coordinate and participate in quarterly governance, metrics review, and process improvement meetings
• Generate and present monthly reports to assigned clients
• Take ownership of problem resolution or service recovery efforts as necessary
• Act as the primary contact for assigned clients post "go-live" for Advarra/CIRBI support
• Assist with site list requests and master list upkeep
• Collaborate with Client Services Directors, Managers, and Coordinators to promptly resolve client issues and concerns
• Proactively address any "red flags" such as poor-quality metrics or increased timelines
• Maintain proficiency with CIRBI and regulatory knowledge, assisting clients in effectively using Advarra's services
• Present Client Success activities and services to Advarra staff and provide "lessons learned" and "best practice" feedback to operations management
• Collaborate with colleagues across the organization to innovate and operate efficiently
• Track client success data in CRM software (i.e., Salesforce)
  
  
  

Location - This role is open to candidates working remotely in the United States.

Basic Qualifications

• 1-3 years of experience in IRB or clinical research setting that includes applying regulations to the protection of human subjects.
• Ability to influence others and to create alignment around urgent resolution of known customer concerns, as well as proactive efforts to influence operational excellence.
  
  
  

Preferred Qualifications

• Bachelor’s degree in the basic life sciences, including biology, public health, environmental health, industrial hygiene, occupational safety or related field.
• 2+ years of experience related to development or management of Client/client programs, project management, or quality improvement.
• Ability and willingness to develop a deep understanding of Advarra’s solutions as well as common industry practices.
• Comprehensive operational knowledge understanding of the relationship between client services, IRB services, operational excellence, regulatory, and quality assurance teams and their impact on the customer experience.
• Demonstrable leadership and customer relationship management.
• Advanced knowledge of IRB processes, federal regulations, and ethical principles.
• Knowledge of clinical research, including drug, biologics, and device trials.
• Understanding of FDA and OHRP regulations and guidance and ICH guidance for informed consent and institutional review boards.
• Ability to influence separate teams to achieve common goals.
• Ability to analyze and solve complex problems while managing conflicting priorities.
• Ability to work independently; planning, organizing, scheduling, and completing work within deadlines.
• Ability to adapt to changes in process and technology.
• Attention to detail with high level of accuracy.
• Advanced oral and written communication skills with ability to facilitate group discussion
  
  
  

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
  
  
  

US Equal Employer Opportunity (EEO) Statement)

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and 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 identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.

Pay Transparency Statement

The base salary range for this role is $ 72,100 - $ 123,100 . Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Pharmaceutical Manufacturing

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