Customer Success Manager

Who we are and what we do:
At Viedoc, we design engaging software that modernizes clinical research so that necessary treatments can reach the people who need them faster.

We accomplish this by combining technology and a creative design to streamline, automate and simplify conventional data collection and cleaning processes within clinical research. Simply put, Viedoc makes every aspect of a clinical study a bit smoother, resulting in greater discoveries that make a difference and has the potential to improve lives.

Real change means challenging the status quo – our driving force since we started almost two decades ago. In everything we do, we work for a healthier world, searching for better, more efficient solutions that answer the needs of both our users and humanity.

What you will do and why:
At Viedoc we are currently experiencing strong growth in the Americas. Our platform, which goes beyond basic electronic data capture (EDC) to bring electronic patient reported outcomes (ePRO), telemedicine, randomization, trial supply management, electronic trial master file, and more into a single unified platform, is gaining more and more interest among clinical trial sponsors and CROs. With massive growth projected, we want to ensure that our customers get maximum value from the products that we offer.

That is why we are currently looking for customer service and detail focused individuals working within the clinical trials space to join the team as a Customer Success Manager.

As a member of the Customer Success Management (CSM) team, the Customer Success Manager is responsible for acting as a guide and advocate for all things Viedoc for our customers.

As a Viedoc Customer Success Manager, you will:

• Engage and navigate customers through the onboarding process to ensure they have a solid understanding of the Viedoc system(s)
• Develop and maintain strong customer relationships to promote retention and loyalty.
• Work closely with customers to ensure they are satisfied with the services they receive and address any areas of dissatisfaction.
• Conduct regular check-ins with customers to ensure they are achieving their desired outcomes using the company's products or services.
• Provide insights to customers to help them get the most out of the service, identify common challenges, proactively provide solutions, and grow their business.
• Provide training and demonstrations to new customers on how to use the product or service effectively.
• Collect customer feedback and concerns to share with product, sales, and marketing teams to ensure alignment, resolution of concerns, and customer satisfaction.

As a person, we would like you to be:

• A doer with a strategic, service-oriented mindset that won't rest until your assigned clients are delighted
• A self-motivated individual who takes personal ownership of projects with a proven track record of finding solutions to problems independently
A professional team-player with strong people skills and the ability to work in a team as well as completely

As a professional, you must have the following experience:

• A bachelor's degree or higher in the life sciences, clinical research, or equivalent
• Two or more years of work experience within human clinical trials (e.g. clinical data manager, data programmer, or clinical database designer) at a sponsor organization or CRO or relevant experience with EDC, ePRO, eCOA, or other eClinical software
• Excellent written and verbal communication skills in English
• Experience with JavaScript and/or SAS a plus
• Ability to work remotely within the United States

Interested?
If you want to join our awesome team, apply for the job! Do you need some more convincing or do you have questions? Feel free to reach out to the responsible team member down below. Want to find out more why our product matters? Check out the video on this page.

Regions
United States, all regions

Keywords
Customer Success, Platform Management, Subject Matter Expert, Software Management, SaaS solution, Software as a Service, Tlinical Trials, eClinical, Software, Pharmaceutical, Biotech, Medical Device, Consumer Health