Customer Success Consultant - Remote

Overview

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