Customer Success Manager

Boston, MA, United States

Altoida is a pioneer in developing digital biomarkers of neurological disease using augmented reality and machine learning. Our technology platform is designed to enable an objective evaluation of an individual’s neurological health, allowing for more accurate patient selection and stratification for clinical trials, as well as sensitive monitoring of disease progression. Altoida’s mission is to provide life sciences companies with actionable insights using real-world data to increase the success rate for novel therapeutics, and usher in a new era of precision neurology using digital biomarkers. Our proprietary evidence-based platform is founded on more than 20 years of scientific research and published in multiple peer-reviewed papers including Nature Digital Medicine. For more information, visit www.altoida.com. Follow us on Twitter @altoida.

Altoida’s culture is united around six core principles: Patient-First

Open Communication

Collaborative

Reliable

Embrace Positive Change

Think and Build at Scale

Your Work at Altoida As Customer Success Manager, you will operate as a bridge between sales, operations, commercial functions and our client and site partners. This role supports key stakeholders as the first line of contact regarding ongoing clinical trials, projects, timelines, and systems support. This role is highly visible, with an emphasis on customer service, training, customer support, troubleshooting, and coordination. Responsibilities Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.

Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.

Develop and maintain customer success strategies and best practices, as well as customer support content.

Understand protocol/program specific metrics and plans at trial start, ensuring all stakeholders are appropriately equipped and supported with exemplary customer success and patient-centric attention.

Plan, coordinate, and support study startup activities for clinical trials.

Train stakeholders, orientate users and troubleshoot queries in real time when needed. Manage data during and after the trial, ensuring full collection and data transfer at the end of the trial

Ensure the appropriate hardware is confirmed, anticipated, ordered, and delivered globally to support the local sites.

Communicate throughout the trial with clinical trial partners, site partners, and internal stakeholders, ensuring all are aware of progress, identifying and trouble-shooting any questions, queries, or concerns, and escalating internally where appropriate.

Facilitate interaction and workflow for cross-functional activities in support of client deliverables.

Collaborate, problem-solve and/or strategize with cross-functional team members on client issues or requests.

Develop processes, SOPs, and other documents to support customer success, onboarding, and implementation management.

Ensure adherence to processes and SOPs specific to documents under their management.

Ensure documents are readily available for audits and inspections.

Participate in internal or external audits and regulatory authority inspections as needed.

Provide guidance and serve as a customer-focused resource to colleagues.

Draft, edit, and review protocols and operations manuals specific to research projects.

Collaborate with the Product development team by providing Customer feedback, defining requirements, and identifying improvement opportunities.

Review and provide input on various research agreements (interagency agreements, clinical trial agreements, etc.) to ensure the program’s needs are met.

Desired Skills & Experience Master’s Degree in a related field OR Bachelor’s Degree with extensive, relevant job experience may be considered.

Minimum two (2) years of experience in the pharmaceutical/biotechnology industry, government, or equivalent, including a minimum of one (1) year of clinical document management system experience. TMF experience could be considered.

Six Sigma and / or project management experience (PMP) highly advantageous

Exposure to decentralized trials highly advantageous

Experience with global projects, with ability to manage stringent processes in different cultures

Experience participating in internal or external audits and regulatory authority inspections preferred

Knowledge and understanding of GCP, ICH guidelines, and regulatory requirements for clinical research and clinical trials

Ability to work independently and as part of a collaborative team

Proactive, with strong organizational skills

Excellent verbal skills, with ability to troubleshoot, train or teach remotely, using phone and video

Customer-obsessed, responsive and service-oriented

Compensation Altoida provides competitive and comprehensive compensation and benefits programs. Specific benefit offerings may vary by location, position, and/or business unit. The full-time salary range is commensurate with experience.

Location Altoida’s US headquarters is located in Washington, DC. The position is remote.

Equal Opportunity Altoida does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Altoida is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.

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