Client Services Manager

Who Are We?

Prolaio believes that continuous learning and collaboration can make a significant difference in how heart care is administered. We are creating smarter ways to address heart disease and heart risks by uniting patients, care teams, and researchers on a secure, technology-enabled platform that drives clinical innovation and offers a path towards better patient outcomes.

This is precision cardiology, and we know it’s within reach.

What Will You Do?

The Overview

We are seeking a talented and motivated Clinical Trial Lead who is responsible for building and maintaining relationships and partnerships with our clients with the goal of leading strategic client projects and providing exceptional service. This role serves as the client’s single point of contact and escalation support person for all operational matters. Their responsibilities also include coordinating and completing projects on time and within budget and scope, working directly with internal teams to ensure deadlines, responsibilities, deliverables, and issues are resolved, leading training for client partners, and developing strong relationships with the client with the goal of growing accounts in partnership with the commercial team. This role will report directly to the Director, Operations and Strategy. This will be a hybrid role based in the Chicagoland or Bay Area.

The Specifics

• Primary Client Contact: Serve as the primary client contact with the expectation of providing exceptional service and guidance to our clients with the goal of creating long-term relationships with key organizational stakeholders.
• Internal Business Partner: Develop strong internal relationships to ensure client issues are resolved in a collaborative and timely manner, lead internal client project teams, act as an advocate for the client.
• New Business Opportunities: Identify and assess new business opportunities; understand the client's pipeline, development strategy and objectives. Support contract scoping, negotiation, pricing, and terms.
• Onboarding and Training: Conduct client onboarding and develop and lead training for clients and internal partners.
• Performance Optimization: Lead and document all meetings and work to ensure deliverables, timeframes, and budgets are met. Develop and generate, and present reports on programs and services provided.
• Collaboration: Work closely with colleagues and clients to align solutions with business needs.
• Problem Solving: Tackle complex challenges and contribute to continuous improvement initiatives.

Why Prolaio?

• Impactful Work: You will join in the fight against heart failure (HF) and hypertrophic cardiomyopathy (HCM) with the goal of extending and saving the lives of our patients while also being at the forefront of changing the healthcare industry through technology.
• Innovative Environment: You will be part of an organization doing something that’s never been done before.
• Professional Growth: You will join a growing team and have a substantial impact on our daily and future operations with the opportunity to continuously learn and grow.
• Collaborative Team: You will be part of a team of collaborative, curious, and committed individuals focused on the collective good, inclusiveness, scientific excellence, and advancing digital health for cardiology.

Who You Are?

• Bachelor’s degree in business, life sciences, health science, or directly applicable work experience.
• 7+ years of Client Management and/or Project Management experience, preferably in clinical trial management. Knowledge of drug development lifecycles and relevant guidelines and requirements.
• Experience working with clinical research stakeholders (Sponsors, CROs, Vendors, Sites, CRAs)
• At least two years as a client or project lead with a demonstrated track record of developing strong relationships, providing exceptional customer service, driving issue resolution, and identifying areas to grow accounts.
• Strong communication skills with demonstrated experience in writing clear and concise messages, presenting material in an easy-to-understand way, and listening to ensure a clear grasp of partner needs.
• Demonstrated problem-solving skills and ability to analyze data to identify opportunities and issues; demonstrated negotiation and conflict resolution skills.
• At least two years working on contracting, pricing proposals and budgets (either from provider side or client side).
• Knowledge of Google Suite, CRM, and project management tools. Innovative and creative mindset, willing to accept and advocate for new innovations, and a can-do attitude

Why You’ll Love Working Here

• Meaningful Compensation: Competitive salary, performance bonus, and equity so you can share in what we build.
• Great Health Coverage: Medical, dental, and vision plans with multiple options and strong company contributions.
• Flexible Spending Perks: HSA, FSA, commuter benefits, and a $1,200 annual Lifestyle Spending Account to support wellness, commuting, family needs, and more.
• Time to Recharge: Generous paid time off, sick leave, and company holidays.
• Family-First Benefits: Paid parental leave, caregiver leave, and support for growing families.
• Security & Peace of Mind: Company-paid life insurance and short- and long-term disability coverage.
• Plan for the Future: 401(k) plan to help you build long-term financial security.
• Care When You Need It: Easy access to telehealth and optional supplemental coverage for life’s unexpected moments.

** Internally, this role will be called a Client Services Manager **