Customer Success Lead

Summary

Join Trial Library, Inc., a venture-backed startup, as a Customer Success Lead and play a pivotal role in expanding access to cancer precision medicine. This remote position involves working closely with the CEO and other leaders to support providers using the Trial Library platform. You will own the customer onboarding process, build strong relationships with physician practices, and ensure customer satisfaction. Responsibilities include tracking customers through the sales cycle, bridging the gap between sales and customer support, and proactively driving provider engagement. You will also serve as a liaison with customers, resolving issues and adapting to unique workflow requirements. Success in this role requires a minimum of 5 years of experience in healthcare-related customer success and a strong understanding of healthcare and research topics.

Requirements

• Minimum 5+ years of professional experience in health care-related customer success
• Strong metrics-focused customer success experience
• Open to travel and make on-site visits to practices, attend meetings, if needed
• Demonstrate a bias towards action and seek to intervene before issues arise
• Strong communicator and persistent, able to influence behaviors to help drive the desired outcomes
• Facilitate an analytical approach and use data to drive actions
• Agile and willing to adapt quickly in order to achieve desired outcomes
• Demonstrated ability to exercise autonomy in engagement of Providers
• Demonstrated ability to completely manage a CRM, track Provider engagement and conversion to participation on the Trial Library platform

Responsibilities

• Tracking customers through the sales cycle, from evolution from leads into opportunities into accounts in the Trial Library CRM system
• Bridge the gap between sales and customer support
• Demonstrate Provider empathy to foster trusting relationships between Trial Library and practices
• Proactively drive provider engagement including contracting and execution of Trial Library platform services to produce fast time to value for customers
• Demonstrate a solid understanding of product features and how Providers are expected to interact with product
• Serve as a liaison with physician practice customers to ensure a successful adoption of Trial Library products, resolving issues, addressing concerns, adapting to unique provider workflow requirements
• Maintain up to date knowledge of Trial Library sponsored opportunities
• Develop best practice workflows to drive adoption of Trial Library platform across the United States
• Keep physician practices engaged and regularly using Trial Library products and services
• Ownership of all Provider inquiry and troubleshooting to support practices when necessary

Preferred Qualifications

General understanding of health care and research topics such as clinical trial informed consent, pre-screening, and study sponsors is desirable