Job Description

• Proactively educates team on customer success programs, and improves skills to better serve customer needs
• Serves as a trusted and effective partner for client, building and maintaining strong partnerships at the company level between Medable and its partners
• Possesses expert understanding of Medable’s processes and procedures
• Leads project implementations and product configurations for client accounts
• Supports risk mitigation, issue management, and escalations to achieve desired project outcomes and success and customer satisfaction
• Leads regular client project meetings and effectively communicate & manage project plans, scope, project risks, mitigation strategies and contingency plans to ensure transparency throughout the delivery process.
• Effectively delivers digital system demonstrations to client teams in support of design, system testing & system training.
• Adept at advising others on handling, managing, and mitigating the most complex issues and concerns that might arise from a customer
• Track record of growing other Project Coordinators and Project Managers into higher levels of performance and demonstrated success
• Provides leadership for project team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones
• Shares knowledge, experience, and information about the industry to other team members
• Unlocks the full potential of other team members that they work with through mentorship, coaching & training
• Continually identifies and implement ways to improve policies, processes, and procedures
• Supports a culture that welcomes and grows employees during their employment at Medable
• Acts as a champion for continuous improvement efforts associated to process, documentation, systems & more
• Identifies process gaps and inefficiencies and implement improvements to improve quality and time of delivery
• Supports with the allocation of resources to be assigned to projects
• Makes recommendations on how to continue programs to avoid any negative business consequences (missed deadlines etc)
• Highly organized and effective in time management, and helps other team members and project coordinators be organized and effective
• Has in-depth understanding and knowledge of Medable’s software and the use cases of Medable’s solution in the market
• Visible and vocal leader for Medable, in Customer Success, across the entire company, and in front of all customers
• Works closely with cross functional teams to create programs and improve existing programs
• Holds strong relationships with sales, services, and product, among all other teams
• Other duties as assigned

Qualifications

• 6+ years working in Clinical Trial Software Solutions or equivalent experience 
• 6+ years working in Clinical Trials
• Proven experience managing, coaching or mentoring junior team members 
• Strong interpersonal and leadership skills and ability to work cross departmentally
• Demonstrated experience in managing parallel complex projects and competing priorities 
• Demonstrated excellence with communication in any and all situations and circumstances
• Excellent project management skills
• Demonstrated ability to work in areas outside of usual comfort zone and get things done quickly
• Build and maintain incredible relationships with customers, where customer is happy and pleased 
• Strategic thinker with sophisticated communication and presentation skills
• Deep understanding of industry and competitive landscape
• Experience in agile projects and GxP compliance and processes
• Proven leader in strategic oversight and process improvement
• Experience leading large cross-functional delivery teams

Education, Certification, Licenses:

• Bachelor’s Degree preferred
• Project Management Professional Certification preferred

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