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Associate Project Manager - Ctms

Sitero
Sitero
3+ years
Not Disclosed
10 Aug. 7, 2024
Job Description
Job Type: Full Time Education: B.Sc./ M.Sc./ M.Pharm/ B.Pharm/ Life Sciences Skills: Causality Assessment, Clinical SAS Programming, Communication Skills, GCP guidelines, ICD-10 CM Codes, CPT-Codes, HCPCS Codes, ICD-10 CM, CPT, HCPCS Coding, ICH guidelines, ICSR Case Processing, Interpersonal Skill, Labelling Assessment, MedDRA Coding, Medical Billing, Medical Coding, Medical Terminology, Narrative Writing, Research & Development, Technical Skill, Triage of ICSRs, WHO DD Coding

Job Title: Customer Relationship Manager - OnPoint CTMS

Function: Customer Support and Management

Job Description:

As the Customer Relationship Manager for OnPoint CTMS, you will oversee all customer interactions post-implementation, ensuring exceptional service and support throughout the customer lifecycle. Your role involves managing relationships from the hand-off after implementation through to the discontinuation of use, resolving issues, and providing ongoing training and support.

Primary Responsibilities:

  • Customer Relationship Management: Oversee all aspects of customer relationships from the transition post-implementation until the end of each customer’s use of OnPoint CTMS.
  • Implementation Support: Participate in the implementation phase to ensure a thorough understanding of customer requirements and the specifics of their OnPoint deployment.
  • Customer Support: Serve as the first level of support for CTMS issues, resolving problems or escalating them as needed while adhering to Service Level Agreements.
  • Customer Service: Provide exemplary customer service during all interactions.
  • Training: Deliver comprehensive post-implementation training on the CTMS system to customers.
  • Product Management Interface: Work with development teams to ensure that customer expectations are met during the product delivery lifecycle.
  • Product Upgrades: Manage customer product version upgrades and train them on new features.
  • System Compatibility: Collaborate with BioClinica personnel to ensure integration and compatibility with other on-site systems.
  • Quality and Standards: Maintain departmental standards by contributing to the CTMS product roadmap and developing new features or enhancements.
  • SOP Compliance: Adhere to organizational SOPs and contribute to the development and review of SOPs related to CTMS and project management services.

Secondary Responsibilities:

  • Value Addition: Explore and implement new opportunities to add value to organizational and departmental processes.
  • Team Support: Assist other Project Managers in achieving deliverables and perform additional duties as required.

Technical Knowledge Maintenance:

  • Training: Participate in company-sponsored training to stay updated on relevant technical knowledge.

Qualifications:

  • Education: Associate’s degree required; Bachelor’s degree preferred.
  • Experience:
    • 3+ years of experience in software or technical product management.
    • Familiarity with the software delivery lifecycle and methodology.
    • Clinical trials experience within a CRO or pharmaceutical research organization is preferred.
  • Skills:
    • Excellent customer service skills.
    • Ability to multitask and maintain a positive attitude under pressure.
    • Strong interpersonal and communication skills, both verbal and written.
    • Strong organizational and leadership skills.
    • Goal-oriented with a focus on achieving results.

Apply: [Insert Application Link or Contact Information]

Join our team and play a crucial role in enhancing customer satisfaction and driving the success of OnPoint CTMS!