RTSM Study Project Lead - Level 1

About Us

4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.

About the Role

The Study Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live.

Responsibilities

Customer Support

• Primary contact for clinical study sponsor after study go-live as the expert in 4G Clinical’s Prancer RTSM® application, responsible for the client’s overall support experience.
• Manage sponsor emails, providing support for troubleshooting and requests.
• Provide timely and professional responses to sponsor requests; proactively provide status updates to ensure stakeholders are informed.
• Lead client support meetings to discuss study RTSM health and open requests.
• Provide training and guidance on the use of the application.
• Primary liaison with Client Directors for support, providing updates on sponsor and study health.

System Support

• Identify and solve technical problems.
• Drive problem-solving efforts to resolution, collaborating cross-functionally as needed.
• Configure the RTSM application for system enhancements and fixes.
• Perform System Validation of configuration updates.
• Lead User Acceptance Testing with the sponsor for system updates.
• Ensure proper documentation in specifications, support documents and JIRA.

Support Operations

• Manage client open requests and communicate status with all interested parties.
• Delegate support tasks internally to appropriate team members and ensure work is completed with accuracy, quality and in a timely manner.
• Act as escalation point for Study Analysts (SAs), Production Support Specialists (PSSs), and Client Excellence teams for configuration change, data change and user contact questions.
• Escalate sponsor requests, issues and feedback to appropriate teams.
• Identify opportunities to improve the study IRT, product, or support processes to reduce support load and improve customer experience.
• Provide study-specific reporting and status updates as needed.
• Maintain a positive, results-oriented work environment, modeling teamwork by communicating to the team in an open, balanced, and objective manner.

Requirements

• Minimum of 3 years of software application support experience in clinical trial support or the equivalent.
• Customer service, troubleshooting, issue management, and problem resolution skills.
• Excellent interpersonal skills and integrity.
• Superb attention to detail.
• Motivation to work/learn independently and ability to work well in a team environment.

Qualifications

The candidate must possess a bachelor's degree or experience in RTSM support or information technology.

Benefits

• Health, dental, and vision benefits
• Unlimited Vacation Days for Salaried Full-time Employees
• FSA and Dependent Care Accounts
• Company Paid Disability and Life Insurance
• Global mental health benefit
• Generous 401k program
• Paid sabbatical program
• Option Grants