Lead, Clinical Trial Operations

This role will lead operations activities for the Clinical Trials lines of business. This role is responsible for solution delivery and overall customer success in executing clinical trial patient recruitment programs. Additionally, the role will lead customer success process improvement activities and assist in the management of strategic accounts and channel partners as applicable for client delivery.

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  Implement and service product solutions of the Clinical Trials Connect line of business to drive product delivery, product adoption, ensure optimal customer experience and collaborate with the partner community to accelerate growth

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  Manage customer and sales channel support to drive growth and facilitate successful long-term relationships

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  Assist in development and launch of new solutions in collaboration with product management team

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  Engage in executive business review meetings with partners and/or customers to ensure contracted solutions meet the desired financial, operational, and business goals and objective

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  Collaborate in preparing RFPs, pricing and quotes for the Patient Recruitment solutions in support of sales team

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  Foster collaborative internal and external partnerships to drive operations, sustained value, and growth

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  Monitor utilization trends and success metrics per partner/client and overall performance. Make recommendations to improve product offering and operational processes, enhance campaign performance, and drive optimization

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  Responsible for managing aspects of the customer relationship as it pertains to awareness, consideration, proposal and use throughout the customer lifecycle (contracts, onboarding, execution, and on-going support)

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  Ensure Adherence with compliance, legal, regulatory, and complianceSOPs across product portfolios. Provide input to new and updated SOPs

• Serve as a point of contact and escalation for customers and partners during project implementation and delivery
• Lead customers and partners focused process improvement initiatives utilizing Quest Management System principles, or experience utilizing other methodologies, to drive efficiencies that impact operations, revenue, and operating margin
• Proactively provide insight to optimizing solutions that can be adopted to achieve standardization of service delivery
• Manage new client onboarding to ensure alignment with requirements defined during sales cycle
• Collaborate with sales/BD during the sales cycle to define and translate customer requirements to be included in contracts/SOWs and delivery execution
• Lead customer calls, pre and post contract execution, to define technical aspects of customer onboarding
• Lead customer business/status review discussions including project status (timeline updates, project status, successes and risks) and identification of new business opportunities
• Coordinate project tasks with appropriate internal teams as necessary
• Provide technical & operational support, involving data analysis, investigation, and escalation to additional teams as appropriate
• Manage and prioritize the voice of customer and commercial needs to product management and technology partner teams

• Education Preferred:
• BS / BA, MBA preferred. Bachelor's degree in Life Sciences, Marketing or related field.

• Work Experience:

  * 5+ years of experience managing customer focused initiatives in healthcare or pharma related industries

  • Experience in pharma & biotech industry strongly preferred
  • Experience in clinical trial patient recruitment strongly preferred
  • 3+ years of project management experience
  • Experience in patient recruitment and retention within a biopharmaceutical, CRO, Patient Recruitment vendor or similar organization
  • Thorough understanding of HIPAA guidelines and experience handling PHI
  • Proven analytical, problem solving, conflict resolution, & decision-making skills
  • Demonstrated experience managing and improving product delivery processes (implementation)
  • Knowledge of project finances including adhering to contractual obligations and risk mitigation
  • Experience implementing and managing reporting and workflow tools (i.e. Smartsheet, Salesforce, etc)
  • 3+ years developing and reporting business operations and customer success metrics

  • Experience in customer and partner relationship management

• Other:
  • Ability to direct and motivate non-direct reports and work in a cross-functional environment
  • Ability to work well with people and be both highly motivated and motivating
  • Ability to handle multiple competing priorities in a fast-paced environment
  • Motivation to drive tasks to completion and take ownership of projects
  • Excellent communication skills - both oral and written
  • Excellent problem-solving skills and proven ability to systematically debug problems and isolate root cause
  • Ability to work in a matrixed environment - collaborating across different Quest functions and stakeholders
  • Able to communicate effectively across business, clinical, and technical audiences
  • Excellent decision-making skills with the ability to work independently
  • Excellent consultative relationship building skills and ability to lead group discussions and client calls