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- Tasks: Lead client support for RTSM applications and manage troubleshooting requests.
- Company: Join 4G Clinical, a top innovator in clinical trial management.
- Benefits: Enjoy a competitive salary, health benefits, and a dynamic work environment.
- Why this job: Make a real impact in the life sciences industry with cutting-edge technology.
- Qualifications: 3+ years in software application support and strong customer service skills.
- Other info: Be part of a culture that encourages innovation and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Brief DescriptionThe Study Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live. The Support Project Lead is responsible for the following:
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
The position requires a minimum of 3 years of software application support experience in clinical trial support or the equivalent. The following skills are essential: customer service, troubleshooting, issue management, and problem resolution. The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently and the ability to work well in a team environment.
Education and/or Certification Requirements
The candidate must possess a bachelor’s degree or experience in RTSM support or information technology.
Summary
4G Clinical is honored to be part of Fast Company\’s 2020 Best Workplaces for Innovators list, citing businesses and organizations that demonstrate a deep commitment to encouraging innovation at all levels. 4G Clinical came in at #8 for its dedication to building a culture that fuels innovation, curiosity, and the spirit of experimentation in all facets of the business from product development and brand to services and staffing. We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work® and FORTUNE.
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.
4G Clinical is proud to be an Equal Opportunity Employer, and it is foundational to how we recruit and hire our talented team. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.
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RTSM Study Project Lead - Level 1 employer: 4G Clinical
Contact Detail:
4G Clinical Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land RTSM Study Project Lead - Level 1
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and the role thoroughly. We recommend practising common interview questions and even role-playing with a friend. The more prepared you are, the more confident you'll feel when it’s time to shine!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the position. We suggest mentioning something specific from the interview to remind them of your conversation.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to navigate and find the right fit for you.
We think you need these skills to ace RTSM Study Project Lead - Level 1
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the RTSM Study Project Lead role. Highlight your relevant experience in software application support and any specific skills that match the job description. We want to see how you fit into our team!
Show Off Your Communication Skills: Since this role involves a lot of client interaction, it’s crucial to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to show us you can communicate effectively with clients and team members.
Highlight Problem-Solving Experience: We’re looking for someone who can tackle technical issues head-on. In your application, share examples of how you've successfully resolved problems in past roles. This will help us see your troubleshooting skills in action!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our innovative team at 4G Clinical!
How to prepare for a job interview at 4G Clinical
✨Know Your RTSM Inside Out
Make sure you’re well-versed in the Prancer RTSM® application. Familiarise yourself with its features and functionalities, as well as common troubleshooting scenarios. This will help you demonstrate your expertise and confidence during the interview.
✨Showcase Your Customer Service Skills
Prepare examples of how you've successfully managed client relationships in the past. Highlight your ability to provide timely and professional responses, as well as how you’ve handled difficult situations. This will show that you can maintain a positive support experience for clients.
✨Be Ready for Problem-Solving Questions
Expect questions that assess your problem-solving skills. Think of specific instances where you identified issues and drove them to resolution. Be prepared to discuss your approach to troubleshooting and how you collaborate with others to find solutions.
✨Demonstrate Teamwork and Communication
Since this role involves liaising with various teams, be ready to discuss how you communicate effectively within a team. Share examples of how you’ve facilitated discussions or led meetings, ensuring everyone is informed and engaged.
