Client Success Director

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 Customer Success Director is key to Advarra’s market differentiation as a provider of choice built upon the ability of Advarra to provide, and sustain, superior customer experience. This individual serves as primary interface to established “key” customers of Advarra, including customer onboarding and periodic check-ins. As an operational leader, this individual is the face of the company and works in collaboration with Client Services and Business Development, engages with assigned customers, building a primary relationship and a deep understanding of specific customer needs, requirements, and expectations related to the specific solutions and services they engage Advarra to provide.

This position is measured on the quality of assigned client relationships, is dedicated to promoting client loyalty and enhancing key customer retention through ongoing and proactive communication. This individual must have strong relationships with other internal business units, most notably with Business Development, Information Technology, and Finance. Interactions with these teams are focused upon customer acquisition, retention of key customers, and strengthening of relationships allowing for increased year-over-year business due to superior service delivery.

Job Duties & Responsibilities

• Support the BD Team in the RFI/RFP process, where applicable and serve as the point of contact for sponsors/CROs as they transition from BD to Operations.
• Follow the Client Onboarding Framework to ensure client expectations are satisfied and goals are achieved.
• Establish and document client-specific processes and documentation requirements (i.e.; cover pages, unique informed consent language, etc.). Conduct CIRBI demonstrations, highlighting features and functions that support efficiency from study start-up through study closure. Provide ongoing CIRBI support and training.
• Coordinate specific or unique requirements with assigned Client Service Coordinators through primary interaction with managers/leads of such teams.
• Prior to initial submission, complete a study start-up call to ensure all study and client-specific requirements are documented and communicated to the dedicated Client Services Coordinator (CSC) team manager, as applicable
• Proactively manage transition of new studies to the assigned CSC team, including introductions, setting expectations, and establishing escalation pathway, working with assigned CSC to ensure timelines are met.
• Further existing strategies to increase revenue and profitability from existing customers.
• Establish periodic check-ins to monitor client satisfaction and client outcomes.
• Proactively collect, analyze, and track timelines and quality metrics.
• Facilitate resolution/alternative to any client dissatisfaction with Advarra.
• Ensure clients are receiving consistent quality of service through the establishment of Client Engagement policies.
• Coordinate and participate in quarterly governance, metrics review and/or process improvement meetings, as applicable.
• Create and present monthly report, as applicable, to assigned clients.
• Take ownership of problem resolution or service recovery efforts as necessary.
• Serve as the primary contact for assigned clients post “go-live” for any Advarra/CIRBI support.
• Work with CIRBI Support to communicate CIRBI needs from client standpoint / feedback.
• Work closely with the Client Services Directors, Managers, and Coordinators to ensure client issues and concerns are understood and promptly resolved.
• Maintain proficiency with CIRBI.
• Maintain regulatory knowledge in general and of Advarra’s policies, procedures, and current practices.
• Present Client Success activities and services to Advarra staff.
• Work cooperatively with colleagues at all levels across the organization to innovate and operate at maximum efficiency, productivity, and quality.
• Track client success data in CRM software (i.e., Salesforce).
• Support team leadership with mentoring which may result in the opportunity for management of staff.

Location

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

Basic Qualifications

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

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.

The base salary range for this role is $86,900 - $147,900. 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.