Client Success Manager (Sites)

About TrialSpark

TrialSpark is a technology-driven drug development company that runs end-to-end clinical trials, focused on bringing new treatments to patients faster and more efficiently.

The biggest bottleneck in bringing new treatments to patients is the clinical trial. On average, getting a drug through the trial process takes nearly a decade and frequently costs $1B+. To combat this industry problem, TrialSpark is building a technology platform that optimizes all aspects of a clinical trial, enabling more efficient trial design, faster trial completion, and higher trial data quality.

TrialSpark recently raised their Series C, and is putting the capital to work by in-licensing and co-developing drug programs through in-house development, joint ventures, and NewCos. Together with doctors, patients, and communities, TrialSpark is working to develop the treatments of tomorrow.

About the Position

Recruiting patients is one of the industry’s biggest problems, with up to 50% of studies terminating early due to inability to meet patient enrollment targets. Trial sites are critical in providing patients with the care they need in a study, but often struggle with patient recruitment due to limited bandwidth and tools to engage patients (e.g. marketing). 

In this brand new position, you’ll be a core member of the Patient Recruitment Operations team, responsible for implementing strategies that help clinical trial sites reach their patient recruitment potential. 

You’ll serve as the primary recruitment success contact for our site partners and conduct site visits. Your day-to-day involves working with cross-functional teams (e.g. Marketing, Product, Ops, Clinical etc.) to craft site-specific recruitment strategies, developing a toolkit (e.g. marketing campaigns and assets, etc.) for launch / implementation, and measuring site recruitment performance by conducting reviews with internal and external stakeholders. 

You’ll also play a critical role in defining how to engage and deliver an optimal site experience, building upon one of TrialSpark’s core values to deliver care with a customer-centric mindset. 

Responsibilities

• Serve as strategic partner / expert on all recruitment-related activities and build relationship with sites through visits in partnership with Clinical team (responsible for project management and monitoring on site)
• Develop site-specific recruitment strategies, create roadmap for execution, and partner with internal stakeholders and sites for implementation
• Train sites to maximize usage of TrialSpark’s proprietary tools and recruitment product suite
• Partner with Marketing to devise localized multi-channel campaigns (e.g. Facebook, Instagram, Google Ads, billboards, etc.) and generate recruitment materials (e.g. flyers, print, digital ads)
• Identify gaps and opportunities in site-based patient recruitment, test new strategies / processes based on learnings, and create standard operating procedures for documentation
• Measure site performance by building / reviewing performance metrics with sites and internal stakeholders, ensuring accountability and leading sites to meet / exceed recruitment targets

About You 

• 4+ years of customer success / service experience in roles such as Client Success, Provider Onboarding, Provider Implementation, Clinical Research etc. (experience in health care / health tech a plus)
• Proven track record of achieving performance goals by leveraging expertise in client engagement
• Passionate about improving client success and delivering high-quality client experience
• Analytical, detail-oriented, and metrics-driven professional with a self-starter mentality
• Data-driven approach to problem solving
• Excellent communication and relationship building skills
• Enjoys traveling to trial sites and engaging with clinical staff
• Familiarity with (or ability to learn) tech and tools in the paid marketing ecosystem, including brand monitoring, campaign management tools, and analytics platforms (a plus)
• Experience across other social channels, including Twitter, Snapchat, LinkedIn, or Pinterest (a plus)

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.