Clinical Solutions Specialist
il y a 2 semaines
Montrium’s mission is to accelerate the development and approval of new medicines worldwide.
Our SaaS solution helps manage clinical trial records, so information is quickly organized to:
- Improve the monitoring of clinical trial results
- Simplify collaboration between all scientists involved across the globe
- Accelerate access to data during inspections
Our North American headquarters is located in Canada and our European headquarters is in Brussels, Belgium.
As we expand our reach and customer base, we are looking for someone to **join the Customer Experience team in our Brussels office **to be the main point of contact for our customers and ensure success in the customer journey.
As a Clinical Solutions Specialist at Montrium, you will:
- Serve as the main point of contact for Montrium’s SaaS customers from onboarding to adoption and growth
- Accompany customers through the implementation Montrium products, including training and user acceptance testing
- Maintain a cadence of communication with customers post-implementation to ensure we are exceeding customer service expectations
- Collaborate with various departments to ensure customer satisfaction for retention and account expansion
- Provide feedback to the Product team based on customer feedback and observations
- Participate in support requests and follow up with technical support resources, as needed
- Participate in the development and maintenance of Help Center resources such as articles and videos
- Participate in software testing activities
- Participate in continuous improvement - establishing new ways to improve the customer experience
**Qualifications**:
- Bachelor’s degree in a field such as Engineering, Sciences, Information Technology, or equivalent experience with a minimum of 2 years’ experience in the life sciences industry as a clinical research professional or in a SaaS customer service role
- Life sciences industry knowledge (ICH-GCP, FDA CFR 21 Part 11, basic concepts and regulation related to clinical research and regulatory submissions)
- Outstanding organization, communication, and interpersonal skills essential
- Proven ability to analyze and troubleshoot problems
- Ability to quickly learn and acquire new technologies autonomously
- Outstanding writing skills in English
- Sporadic domestic and international travel (post-Covid)
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