The incumbent will drive success for an assigned subset of our largest strategic members (i.e., top revenue, highly penetrated accounts). This role focuses on Tier 2 support, product optimization, product adoption, and advocacy. The successful candidate will have deep knowledge of Medrio's software products in order provide expert advice to our customers.

In Short

Escalation point of contact for customers, Support, and internal contacts within the organization
Service as subject matter expert for already triaged internal/external customer issues
Assist Medrio customers with optimizing their use of Medrio products to ensure performance, scalability and study success.
Participate in Training and best practice documentation
Challenge Medrio customers and guide them to the right solution.
Participate in weekly Status calls, Monthly management calls and Periodic executive-level business reviews.
Regularly and effectively communicate client portfolio health to leadership through verbal and written forums
Document and share best practices for the use of Medrio products based on consultation with Product, Data Sciences, Professional Services, Onboarding, and other organizations as needed when discovering a solution to a customer’s challenge
Consult with Executive Leadership Team (ELT) as needed for customer escalations that go directly to an ELT member rather than the standard support case escalation process
Ensure customers receive maximum value by assessing their needs and recommending courses of action

Requirements

In-depth Medrio product knowledge and understanding of Medrio’s positioning in the industry
Data Management and/or Clinical Trials build experience
Critical thinking skills to help identify alternative solutions
Ability to ask probing questions to determine the root cause of a problem
Willingness to be firm with customers and not make commitments that Medrio cannot support
Project management and/or process optimization skills
Creativity and calculated decision making skills are required to ensure customers receive the best solution for urgent/escalated issues promptly
Passion for advocating for client’s success and resolving issues

Benefits

Medrio covers the cost of employee premiums for medical, dental, vision, life and LTD insurance
Gym membership
Promotes an atmosphere of work/life balance
Flexible work schedules
Unlimited PTO