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
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
Location
Equal Opportunity