Job Summary:  

The incumbent will drive success for an assigned subset of our largest strategic members (i.e., top revenue, highly penetrated accounts). This role focuses on Tier 2 support, product optimization, product adoption, and advocacy. 

This position will ensure a subset of our strategic accounts are maximizing the value of the Medrio suite of products, and have a primary point of contact to handle technical issues. They will identify areas for improvement and solve complex problems for their customers.  Additionally, the Consultant may engage a broader set of customers in ad-hoc advisory sessions, training or other engagements as needed by the business.

Essential Duties and Responsibilities

• Escalation point of contact for customers, Support, and internal contacts within the organization
• Service as subject matter expert for already triaged internal/external customer issues
• Assist Medrio customers with optimizing their use of Medrio products to ensure performance, scalability and study success.  
• Participate in Training and best practice documentation
• Challenge Medrio customers and guide them to the right solution.  Create work arounds when needed, guide on study changes and work with engineering/product to address issues
• Participate in weekly Status calls, Monthly management calls and Periodic executive-level business reviews.
• Regularly and effectively communicate client portfolio health to leadership through verbal and written forums
• Document and share best practices for the use of Medrio products based on consultation with Product, Data Sciences, Professional Services, Onboarding, and other organizations as needed when discovering a solution to a customer’s challenge
• Consult with Executive Leadership Team (ELT) as needed for customer escalations that go directly to an ELT member rather than the standard support case escalation process
• Ensure customers receive maximum value by assessing their needs and recommending courses of action

The person in this role is responsible for meeting/exceeding the following goals (set annually):

• Relationship development and growth
• Support case satisfaction & resolution time
• Delivering QBRs and consultative engagements with assigned accounts
• Customer Satisfaction

This position will work and function as an integral part of Medrio’s support and customer facing teams which includes sales, account management, product, marketing and services – working to ensure that our customers will be successful in moving their studies quickly to DBL.

Other Skills and Abilities:

• In-depth Medrio product knowledge and understanding of Medrio’s positioning in the industry
• Data Management and/or Clinical Trials build experience
• Critical thinking skills to help identify alternative solutions
• Ability to ask probing questions to determine the root cause of a problem
• Willingness to be firm with customers and not make commitments that Medrio cannot support
• Project management and/or process optimization skills
• Creativity and calculated decision making skills are required  to ensure customers receive the best solution for urgent/escalated issues promptly
• Passion for advocating for client’s success and resolving issues

Work Experience and Education:

Years of Applicable Experience - 6 or more years

Customers or Clients:

• Close, frequent engagement with customers on named accounts 
• In-frequent engagement with non-named accounts on an as-needed basis for ad-hoc engagements
• Cross-functional coordination with other Medrio teams and leaders to ensure customer needs are met

About Medrio:

Medrio's SaaS offering is a key component in the pipeline of getting lifesaving drugs to the people who need them. We automate the clinic trial process and offer significant advantages over the competition: 75% lower cost, setup in days rather than months, and much better ease of use. Founded in 2005 we are privately owned, profitable, and are currently experiencing geometric growth in terms of customers, revenue, and employees. We believe in wellness! Medrio covers the cost of employee premiums for medical, dental, vision, life and LTD insurance, gym membership, and we promote an atmosphere of work/life balance, including flexible work schedules and unlimited PTO. 

The Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We are looking for smart, collaborative, creative, and conscientious people to help us expand our product capabilities and better serve our customers.

To see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.

Salary range: $140,000 - $170,000