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Open nowPosted 229 days ago

Customer Success - Site Experience Specialist

trulab11 open roles

Where
Durham, NC
Work mode
On site
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Your applicationOpen nowCustomer Success - Site Experience Specialisttrulab · Durham, NC

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Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 229 days ago

The posting

Position Overview:

The Site Experience Specialist is the frontline representative for TruTechnologies to clinical site users around the world, dedicated to supporting these critical clinical site teams and end-users. This role focuses on the day-to-day execution of site engagement activities, including delivering training, providing real-time technical support, and fostering positive relationships with site staff and lab teams. The Site Experience Specialist ensures that the technology is being used correctly and efficiently and implements proactive strategies to address and escalate challenges as they arise in order to ensure the seamless adoption of TruTechnologies’ products on global clinical trials.

Responsibilities:

  • Site Support: Provide real-time, hands-on support to clinical site staff during patient visits and daily workflows.
  • Training Delivery: Conduct virtual and in-person training sessions using established materials to ensure end-user proficiency.
  • Relationship Management: Maintain frequent touchpoints with site personnel to build trust and encourage consistent technology use.
  • Issue Tracking: Monitor system usage and site feedback; resolve immediate technical hurdles or escalate them to the Lead when necessary.
  • Documentation: Assist in the creation and updating of instructional guides, FAQs, and site-facing documentation.
  • Data Collection: Gather and report site-level feedback and adoption metrics to help Site Care Team leadership identify trends or areas for improvement.
  • Process Improvement: Contribute to process improvement initiatives for site engagement and technology adoption and coordinate activity between clinical sites and internal teams
  • Career Development: Report directly to experienced members of the Site Care organization.

Qualifications:

  • 0-3 years of experience in site engagement, clinical trials, customer success or a technology-heavy support role.
  • Excellent relationship-building and communication skills, with a high level of empathy for end-users.
  • Demonstrated ability to listen and incorporate feedback from internal or external stakeholders
  • Highly organized with the ability to manage tasks across multiple active clinical sites, maintaining exceptional attention to detail.
  • “Hands-on” problem solver with a proactive approach to issue resolution, and comfort navigating new software and technologies.
  • Enthusiasm for leveraging technology to optimize clinical trial operations.
  • Bachelor’s degree required.
  • No certifications required.
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