Customer Success - Site Experience Specialist

TruTechnologies, makers of TruLab; Durham (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading technology firm in Durham, North Carolina is seeking a Site Experience Associate to support clinical site users globally. This role focuses on delivering training, providing technical support, and fostering strong relationships with site staff. Candidates should possess a Bachelor's degree and have 0-3 years of experience in site engagement or clinical trials. Excellent communication and problem-solving skills are essential. This position ensures the effective use of technology in clinical trials and requires attention to detail.

Qualifications

• 0-3 years of experience in site engagement or clinical trials.
• Excellent relationship-building and communication skills.
• Highly organized with attention to detail.

Responsibilities

• Provide real-time support to clinical site staff during workflows.
• Conduct virtual and in-person training to ensure proficiency.
• Maintain touchpoints with site personnel to build trust.

Skills

Relationship-building skills

Communication skills

Problem-solving

Technical support

Organizational skills

Education

Bachelor's degree

Job description

Position Overview

The Site Experience Associate is the frontline representative for TruTechnologies to clinical site users around the world, dedicated to supporting these critical clinical site teams and end-users. This role focuses on the day-to-day execution of site engagement activities, including delivering training, providing real-time technical support, and fostering positive relationships with site staff and lab teams. The Site Experience Associate ensures that the technology is being used correctly and efficiently and implements proactive strategies to address and elevate challenges as they arise in order to ensure the seamless adoption of TruTechnologies’ products on global clinical trials.

Responsibilities

• Site Support: Provide real-time, hands‑on support to clinical site staff during patient visits and daily workflows.
• Training Delivery: Conduct virtual and in‑person training sessions using established materials to ensure end‑user proficiency.
• Relationship Management: Maintain frequent touchpoints with site personnel to build trust and encourage consistent technology use.
• Issue Tracking: Monitor system usage and site feedback; resolve immediate technical hurdles or elevate them to the Lead when necessary.
• Documentation: Assist in the creation and updating of instructional guides, FAQs, and site‑facing documentation.
• Data Collection: Gather and report site‑level feedback and adoption metrics to help Site Care Team leadership identify trends or areas for improvement.
• Process Improvement: Contribute to process improvement initiatives for site engagement and technology adoption and coordinate activity between clinical sites and internal teams.
• Career Development: Report directly to experienced members of the Site Care organization.

Qualifications

• 0-3 years of experience in site engagement, clinical trials, customer success or a technology‑heavy support role.
• Excellent relationship‑building and communication skills, with a high level of empathy for end‑users.
• Demonstrated ability to listen and incorporate feedback from internal or external stakeholders.
• Highly organized with the ability to manage tasks across multiple active clinical sites, maintaining exceptional attention to detail.
• “Hands‑on” problem solver with a proactive approach to issue resolution, and comfort navigating new software and technologies.
• Enthusiasm for leveraging technology to optimize clinical trial operations.
• Bachelor’s degree required.
• No certifications required.