RTSM Study Project Lead - Level 1

Responsibilities

• Customer Support:
  • Serve as the primary contact for the clinical study sponsor post go-live as the expert in 4G Clinical’s Prancer RTSM® application, overseeing the client’s overall support experience.
  • Manage sponsor emails, providing troubleshooting and request support.
  • Deliver timely and professional responses to sponsor requests; proactively provide status updates to keep stakeholders informed.
  • Lead client support meetings to review study RTSM health and open requests.
  • Provide training and guidance on application use.
  • Act as the primary liaison with Client Directors for support, updating them on sponsor and study health.
• System Support:
  • Identify and resolve 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 to all relevant parties.
  • Delegate support tasks internally to appropriate team members and ensure work is completed with accuracy, quality, and timeliness.
  • Act as an escalation point for Study Analysts (SAs), Production Support Specialists (PSSs), and Client Excellence teams for configuration changes, data changes, 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 enhance customer experience.
  • Provide study-specific reporting and status updates as needed.
  • Maintain a positive, results-oriented work environment; model teamwork by communicating openly, objectively, and constructively.

Requirements

• A minimum of 3 years of software application support experience in clinical trial support or equivalent.
• Essential skills: customer service, troubleshooting, issue management, and problem resolution.
• Excellent interpersonal skills and integrity, superb attention to detail, motivation to work and learn independently, and ability to work well in a team environment.

Education And/or Certification Requirements

A bachelor's degree or experience in RTSM support or information technology.

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. The company offers 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.

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