Customer Success - Site Experience Specialist

Responsibilities

• Provide real-time, hands-on support to clinical site staff during patient visits and daily workflows.
• Congduct virtual and in-person training sessions using established materials to ensure end-user proficiency.
• Maintain frequent touchpoints with site personnel to build trust and encourage consistent technology use.
• Monitor system usage and site feedback; resolve immediate technical hurdles or escalate them to the Lead when necessary.
• Aid in the creation and updating of instructional guides, FAQs, and site-facing documentation.
• Gather and report site-level feedback and adoption metrics to help Site Care Team leadership identify trends or areas for improvement.
• Contribute to process improvement initiatives for site engagement and technology adoption and coordinate activity between clinical sites and internal teams.

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.