Customer Success Associate

About BuildClinical50% of clinical research studies are delayed or canceled due to the inability to recruit the necessary patients. At the same time, an estimated 98% of the population does not participate in clinical research due to the access disparities in healthcare and a general lack of awareness. BuildClinical is a digital health company that helps bridge the awareness and access gap for patients to participate in clinical research studies. We empower clinical researchers to accelerate their patient recruitment goals for their research studies by enabling them to engage the exact patient populations needed for their study.

Utilizing machine learning and data mining, we can identify specific patient groups across a multitude of platforms (e. g. social media, health websites, etc. ) and apply algorithms to lead new prospective participants to enroll in research studies. About the roleThe Customer Success Associate helps to serve our clients, the clinical researchers, and ensure an exceptional experience. As a member of the team you will be responsible for the full researcher journey, from onboarding to the conclusion of a study.

This includes conducting client kickoff meetings, overseeing the creation of recruitment content for the researchers’ studies, assisting in customer support, and conducting check-ins with researchers.

ResponsibilitiesManage & oversee the creation of various marketing and study recruitment materialsCoordinate across internal and external teams to launch recruitment campaignsBuild and maintain strong, long-lasting relationships with our researchersMake improvements to our current customer satisfaction methods and processes Communicate effectively with both clients and colleagues to understand & service customer needs, maximize retention and growth, and communicate performanceConduct client-facing calls and coordinate action items across internal and external teamsTriage client support issues and deliver best-in-class serviceServe as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting themHelp gather feedback from our customers to inform our sales process, product roadmap, and marketing opportunitiesQualifications and ExperienceEducation:

 Bachelor’s degreeRequired Experience:  2+ years of professional experience in an academic research environmentSkills: Excellent communication skills, both written and oralOrganized and detail-orientedAutonomous in your work and the challenge of solving complex problemsNice to Have: A clinical background as a research coordinator or experience running or managing clinical trialsFamiliar with Canva