RESPONSIBILITIES

The Customer Success Director (CSD) will play a pivotal role in engaging current clients and ensuring that they fully utilize the value proposition of CluePoints. The CSD will collaborate closely with clients to ensure coherent lines of communication are established between CluePoints and the end user, allowing the organization to identify obstacles at the earliest possible point. You will also identify opportunities and leads for growth within accounts.

• This key position will support the established accounts from a commercial perspective and transition them from a ‘study by study’ to an Enterprise Account relationship.
• Reinforce & expand relationships within your accounts beyond the initial stakeholders to build strong client relationships based on trust, integrity, and a passion for delivery excellence, minimizing any risk to organizational change and loss of champions.
• Relentlessly manage retention and renewal strategies and regularly provide examples of value to your accounts.
• Persistently plan strategies to manage client’s Net Recurring Revenue (NRR) and Gross Revenue Retention (GRR) goals as internal growth objectives. NRR reflects the ability to retain and expand customers. NRR calculates total revenue (including expansion) minus revenue churn (contract expirations, cancelations, or downgrades) and should be greater than 100%. GRR reflects the ability to retain customers, calculating total revenue (excluding expansion) minus revenue churn (contract expirations, cancelations, or downgrades), and can only be 100% (of what they started with) or less.
• Provide input on and contribute expertise to ensure the highest quality for CluePoints deliverables ensuring said realization of value for customers.
• Work closely with clients to ensure they are educated on how to use CluePoints’ software effectively and efficiently.
• Develop expertise in all CluePoints’ solutions and all relevant features and functionality, including new products and capabilities as they are introduced to the community.
• Provide regular updates to Business Development colleagues regarding customers, including potential opportunities or threats to CluePoints platform adoption.
• Interact with the wider business, to have clear areas of ownership and transition with the sales, professional services, and product teams.

This will include:

• Providing active support to the Business Development team.
• Identifying leads for potential growth within accounts.
• Participating as a CluePoints expert in sales engagements.
• Supporting the development of RFP/RFI responses and related inquiries.
• Resolve client’s issues in a timely manner, ensuring high levels of customer success.
• Deliver best-practice consultation whenever possible.
• As part of the commercial team, translate customer requirements and needs into CluePoints solutions and effectively communicate needs to the Professional Services teams.
• Monitor your clients closely and communicate with your internal colleagues to ensure a smooth and successful client journey. 
• Work closely with the VP Customer Success to identify clients that need the most allocated resources to ensure retention and renewals remain high.
• Ensure customer satisfaction is high by monitoring touch points and obtaining feedback to identify early warning signs.

QUALIFICATIONS

• 5+ years of commercial experience.
• At least 18 months in customer success or 24 months plus in project management, business analytics or high-level technical support within wider pharmaceutical technology.
• The ability to implement technology with clients that results in a smooth transition and high levels of customer satisfaction. 
• A credible individual who will be confident interacting with high level executives but can also equally engage with non-executive contacts.
• A proactive individual who is continually identifying potential issues in a timely manner and communicating these with other (internal) teams.
• A commitment to personal development and high-performance for both themselves and their team.
• Someone who thrives in creating a gold standard in customer success and takes great satisfaction in achieving this.
• A highly motivated person who is client centric and focused.
• The ability to utilize a team and maximize their full potential with CluePoints and their customers.
• A well planned, structured, rigorous individual with a sharp eye for attention to detail.
• Excellent communication skills, both written and verbal, and the ability to engage with high level commercial individuals.
• An individual who has an aptitude for data analytics and basic statistical concepts.
• The ability to travel – estimated at up to 25% of time.
• College degree, preferably in a scientific or technical discipline.

SOFT SKILLS

• Communicates in a way that makes parties feel understood and validated
• Sophisticated
• Commercially astute person who can be flexible and adaptable to changing priorities
• Passionate about customer success
• Always striving for excellence
• Structured and highly disciplined individual who can work in a team environment under time and resource constraints
• Ability to build strong and trusting relationships
• Self-starter
• “Can-do” attitude
• Team player
• Takes accountability

RESPONSIBILITIES

The Customer Success Associate (CSA) will play a pivotal role in engaging current clients and ensuring that they fully utilize the value proposition of CluePoints. The CSA will leverage the collective adoption statistics from the CluePoints customer base to shape commercial insight and educate customers throughout their journey in the Customer Life Cycle. The CSA will implement strategies to nurture information sharing through the creation and coordination of outreach programs with a “one to many” mindset. You will also respond to customer inquiries by sharing helpful information or facilitating follow-up meetings with CluePoints SMEs, as needed. Through engagement with clients, the CSA will capture Voice of Customer (VOC), facilitating an efficient feedback loop back to the business.

• This key position will support Nurture Vertical clients, CluePoints’ single-study engagement accounts with limited near-term growth potential, focusing on their needs.
• Work closely with internal stakeholders to ensure clients receive appropriate communications and content to educate them on how to effectively and efficiently use CluePoints’ software.
• Work closely with internal stakeholders to plan strategies to manage client’s Net Recurring Revenue (NRR) and Gross Revenue Retention (GRR) goals as internal growth objectives. NRR reflects the ability to retain and expand customers. NRR calculates total revenue (including expansion) minus revenue churn (contract expirations, cancelations, or downgrades) and should be greater than 100%. GRR reflects the ability to retain customers, calculating total revenue (excluding expansion) minus revenue churn (contract expirations, cancelations, or downgrades), and can only be 100% (of what they started with) or less.
• Develop expertise in all CluePoints’ solutions and all relevant features and functionality, including new products and capabilities as they are introduced to the community.
• Monitor customer usage and engagement with the CluePoints platform to identify potential opportunities and risks.
• Provide regular updates to Business Development colleagues regarding customers, including potential opportunities or threats to CluePoints platform adoption.
• Provide input on and contribute expertise to ensure the highest quality for CluePoints deliverables ensuring realization of value for customers.
• Resolve client’s issues in a timely manner, ensuring high levels of customer success.
• Deliver best-practice consultation whenever possible.
• As part of the commercial team, translate customer requirements and needs into CluePoints solutions and effectively communicate needs to the Operations team.
• Monitor your clients closely and communicate with your internal colleagues to ensure a smooth and successful client journey. 
• Ensure customer satisfaction is high by monitoring survey feedback to identify early warning signs.

QUALIFICATIONS

• The ability to implement technology with clients that results in a smooth transition and high levels of customer satisfaction. 
• A credible individual who will be confident interacting with high level executives but can also equally engage with non-executive contacts.
• A proactive individual who is continually identifying potential issues in a timely manner and communicating these with operations teams.
• A commitment to personal development and high-performance for both themselves and their team.
• Someone who thrives in creating a gold standard in customer success and takes great satisfaction in achieving this.
• A highly motivated person who is client centric and focused.
• The ability to utilize a team and maximize their full potential with CluePoints and their customers.
• A well planned, structured, rigorous individual with a sharp eye for attention to detail.
• Excellent communication skills, both written and verbal, and the ability to engage with high level commercial individuals.
• An individual who has an aptitude for data analytics and basic statistical concepts.
• The ability to travel – estimated at up to 25% of time.
• College degree, preferably in a business or a scientific, or technical discipline. 

SOFT SKILLS

• Communicates in a way that makes parties feel understood and validated 
• Ability to build strong and trusting relationships
• Structured and highly disciplined individual who can work in a team environment under time and resource constraints
• Sophisticated
• Flexible and adaptable to changing priorities
• Passionate about customer success
• Always striving for excellence
• Self-starter
• “Can-do” attitude
• Team player
• Takes accountability

We are seeking a detail-oriented administrative professional to assist our rapidly growing Operations Team.  Our team provides Professional Services to our Pharmaceutical, Biotechnology and CRO customer base.  The Operations Administrative Assistant will provide administrative functions, including completing tasks like taking meeting minutes and coordinating calendars and scheduling meetings.  In the fast-paced environment of our SaaS company, the successful candidate will play a role in ensuring the smooth coordination of administrative tasks as requested and assigned by the Manager of Operations Administration.  Assignments may be externally facing projects for our customers or internal assignments supporting the various Operations sub-teams. We are seeking an individual who thrives in a collaborative environment, possesses excellent prioritization and organizational skills, and has a knack for multitasking. We would welcome a motivated individual who desires to grow in these skills if there is a mutual willingness to work towards our company and departmental goals.

Responsibilities:

• Support efforts associated with the successful execution of all tasks as directed by the owner of the activity (i.e., the requestor, owner, project manager, etc.) and as agreed by the Manager of Operations Administration; this might be internal initiatives or external tasks.  
• Edit and format documents and presentation for both internal and external distribution according to our high-quality standards.
• Record and distribute meeting minutes, action items, and follow-up tasks understanding that the most important part of minutes is the documentation of decisions and actions.  Follow-up tasks from the meeting may be assigned by the requestor as needed.
• Support in entering forms and managing templates in the Document Management System.
• Maintain organized records, files, and documentation to facilitate easy retrieval of information.
• Assist in handling communication when requested, externally and internally, maintaining a high standard of professionalism and courtesy.
• Manage user and study access forms as needed and requested, making sure to ask and have the right information included. 
• Schedule and coordinate calendars for meetings as requested and according to the communicated guidelines from the requestor, making sure to ask and have the right information included (e.g., agenda, purpose, necessary and optional participants). 
• Pull reports and update reports for internal and external purposes 
• Update process documents as requested with the guidance of the Project Management Team and Leadership. 
• Organize materials in the Operations Team’s information-sharing portals (e.g., Confluence) as requested.
• Accept ad-hoc requests with a willingness to work with managers and requestors to prioritize efficiently and effectively. 
• Approach all tasks with a mindset of understanding the purpose and objectives.
• Ensure proper and thorough updates are provided to the task requestor and the Manager of Operations Administration.

Qualifications:

• Proven experience as an Administrative Assistant or in a similar role, preferably in a professional service setting within a SaaS company
• Experience working in a clinical research field, with knowledge and understanding of the regulations and standards related to clinical trial conduct and clinical data management is preferred
• Efficient Time Management: Exhibits superior time management and prioritization abilities
• Attention to Detail: High focus on detail, especially in documentation and task management
• Possesses excellent verbal, written, and presentation skills in English levels
• Experience working in a team environment under time and resource constraints
• A team-oriented person with a “can do” attitude and solution-oriented mindset
• Eager to understand the broader context of tasks for quality improvement and correct execution, as well as willingness to ask questions if unsure
• Able to adapt and react to changing priorities in a fast-paced work environment; maintaining a calm demeanor under pressure with a focus on professional and respectful interaction at all organizational levels

Requirements:

• College degree, preferably in a business, scientific or technical discipline
• Proficient in Microsoft Office Suite, Asana, Confluence and other relevant tools
• Technical aptitude desired 
• Open-minded and accepting of constructive feedback, collaborative 
• Recognize, exemplify, and adhere to the company values which center around care, respect, innovation, simplicity, and passion.
• Ability to handle confidential information with discretion if required/requested

Commercial Operations Associate

Department : Sales Operations

Role & Responsibilities :

Supporting the Commercial Operations Organization through, but not limited to, the following tasks:

• Support the Commercial Operations group via the development of costs, schedule, and technical elements in the development of proposals based on clinical protocols and in accordance with request for proposal (RFP) specifications
• Drafting of contractual document such as Statements of Work for awarded projects and Change Order / Amendments for ongoing projects
• CRM maintenance and management (Salesforce & ChurnZero)
• Responsible for routine data exports and distribution of reoccurring reports in support of both Commercial Operations and Sales Enablement
• Liaise with Finance on pricing/billing inquiries as needed

Requirements :

• Strong multi-tasking, establishing priorities and organizational skills
• Experience working with SalesForce is highly sought
• Bachelor’s Degree, entry level
  
• Interpersonal, communication, and presentation skills
• Ambition, self-motivation, and a high level of energy
• Ability to Network
• Time management and organizational skills
• Analytical thinking ability
• Creative problem-solving ability
• Written and verbal communication skills
• Attention to detail
• Experience with CRM solutions preferred
• Capacity to come in our King Of Prussia offices once or twice a week

The Solutions Expert role is an integral component of the CluePoints Commercial Organization. The role requires deep industry, domain and product expertise that support the presentation and communication of the CluePoints solutions to customers and prospects, communicating the value and addressing the needs of the customer/prospect along the way. This includes delivering solution demonstrations and using their own experience and expertise to appropriately assure the audience of the value delivered by the CluePoints capabilities. Participating in customer/prospect-facing presentations is only one component of the role. The Solution Expert can contribute in many ways to commercial success and needs to be an individual who is comfortable operating in a highly dynamic environment with shifting priorities.

RESPONSIBILITIES

• Supporting the sales process for CluePoints solutions to worldwide pharmaceutical and biotechnology companies and CROs 
• Execute presentations and demos and act as a commercial product expert for all elements of the software product
• Innovate and produce supporting collateral to assist the commercial team
• Maintain the demo environment for all solutions, ensuring that there is an optimal version of the demo environment available at all times
• Participate in RFI / RFP activity as the commercial product expert
• Participate and demonstrate CluePoints in various trade shows and industry both as a delegate and podium-presenter 
• Provide Sales Training in new features and product enhancements as they enter the lab and production environments
• Work closely with CluePoints’ product development team to give the ‘voice of customer’ feedback and ideas
• Provide support to CluePoints’ marketing team in planning seminars, webinars, conferences and developing all marketing materials such as abstracts, collateral, blog/website/PR content and case studies
• Participating and representing CluePoints in industry working groups
• Acting as a ‘Thought Leader’ for CluePoints in various operational and commercial areas
• Providing support to partner organisations in giving them familiarity with the product and assisting in the training of their sales teams
• Ability to travel to face-to-face meetings as required (estimated 10-15 %)

QUALIFICATIONS & EXPERIENCE

• Educated to degree-level
• Ideally having existing experience of utilizing the CluePoints Central Monitoring Platform
• Experience working in Clinical Trials, including the Monitoring and Data Management of Clinical Trials within the Pharmaceutical or CRO sectors
• Excellent presentation skills
• Technical skills that support the full utilization/configuration of the CluePoints solutions

Summary

CluePoints is an innovative, fast-growing company and the premier provider of Risk-Based Monitoring and Data Quality Oversight solutions to clinical research organizations. Our products enable both risk planning and operational risk monitoring and utilize advanced statistical algorithms to determine the quality of clinical trial data both during and following study execution.

CluePoints is seeking outstanding candidates with strong data analytics aptitude and a passion for delivery excellence, to help drive customer success and broad adoption of the CluePoints solution.

As Manager, Clinical Data Analyst, you will join CluePoints’ Operations team and report to the Vice President, Data Services. 

 

Purpose and Goals

• Play a key role in data analyst attraction, retention and motivation
• Assist in developing individualized growth plans for the team
• Work with extended Operations team to identify areas of strength and improvement
• Assist the VP of Data Services in directing the team on the overall vision and plans
• Focus on simplicity and develop the team’s critical thinking abilities
• Drive standardization and simplification throughout the analyst team
• Work with the HR group to deliver a people strategy that enables analysts to thrive in their role and to meet CluePoints’ values and objectives

Responsibilities

• Provide coaching and line management to data analysts as a direct line manager 
• Support team with workload management and general support
• Identify areas of growth for the team and communicate common areas to the VP of Data Services to develop plans for strengthening the team
• Develop an optimal team culture focusing on the goals of the organization while developing the individuals 
• Support the VP of Data Services in initiatives and strategy 
• Implement guidance and best practices in conjunction with the vision of the VP of Data Services
• Ensure the team is delivering successfully with high customer satisfaction level
• Drive innovative behaviours and encourage analysts to add customer value through continuous improvement
• Work with the team to assist individuals in setting goals 
• Provide feedback in a motivational way to further leverage what is working well and develop plans to address any challenges 
• Assist in recruitment of team including resume review and interviewing of candidates
• Ensure good communication and knowledge sharing across the Analyst team(s)
• A reasonable understanding of analyst day to day job 
• Assist in resourcing and staffing of analysts on projects both externally with customers and internally with initiatives
• Further develop skills needed within analyst positions such as customer communication and presentation, analytical development, programming skills and most importantly critical thinking 

Requirements

• 2 or more years of experience with a leadership role in Data Management or similar discipline 
• Drive innovative behaviour and encourage analysts to add customer value through continuous improvements
• 3+ years of experience in managing, coaching and team building
• Demonstrated ability to lead the team by positive influence and motivation 
• Experience working in a clinical research organization, with knowledge and understanding of the regulations and standards related to clinical trial conduct and clinical data management
• College degree, preferably in a scientific or technical discipline
• Some background in statistics and/or programming with respect to clinical data 
• Hybrid position with at least 2-3 days per week in the office with the team

Skills Needed 

• Ability to lead a team
  
• Experience in coaching, influencing and building strong working relationships 
• Ability to successfully resolve conflict / de-escalate issues and to coach team members on how to successfully de-escalate issues (internal and client)
• Ability to establish professional credibility quickly with colleagues and to gain the confidence and trust of others through honesty, integrity, and authenticity
• Open-minded and collaborative when looking for solutions
• Capable of effectively delegating and monitoring and adjusting workload as necessary
• Effective English communication skills, including verbal, written and presentation skills
• Experience working in a team environment under time and resource constraints
• A can-do attitude, flexible and adaptable to changing priorities in a fast-growing organization
• Ability to both set goals for the team and ensure successful completion
• Aptitude for data analytics and basic statistical concepts

What we offer 

• Flexibility is part of our DNA !
• If you choose to come to the office, you’ll discover a fun atmosphere with a kicker, PS4, arcade machine, nerf battles, and our newly added dartboard
• If you feel like a change of scenery, we have recently added the option to work at co-working spaces throughout Belgium.
• Many activities are organized during the year, such as soccer, team lunches, happy hours, LAN parties, and board games nights! We also have running groups, language lessons, and much more!
• At CluePoints, learning, training and personal growth are part of the game: you’ll have access to online training materials, certifications sponsored by the company, personal growth plans, and career paths to explore new opportunities.
• You’ll work with a fast-growing, multi-disciplinary and international team representing over 20 different nationalities, in an English-speaking working environment.
• You’ll have a challenging and rewarding job in an ambitious and fast-paced technology scale-up that has received many national and international awards including “Scale-Up of the year 2019”!
• Last but not least, we offer competitive salary and benefits.

How to Apply

Please simply click the button on this page!