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  • Location: Wellesley
  • Salary: $$$ Excellent salary, benefits and 401K
  • Job Type:Permanent

Posted 15 days ago

  • Sector: IRT & Informatics
  • Contact: Alex Butcher
  • Contact Email:
  • Contact Phone: 01403 216216
  • Start Date: 2021-11-12
  • Job Ref: V-46691-1
Our global, award winning client provides develops industry leading RTSM solutions for the clinical research industry. Providing employees with a fantastic culture and an innovative environment, they are truly an employer of choice. They are currently expanding their IRT Maintenance and Support team across various global locations.

You will be responsible for leading client support of the RTSM after study go-live.

• Primary sponsor contact after study go-live, responsible for the client’s overall support experience
• Manage sponsor emails, providing support for troubleshooting and assistance
• 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
• 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
• Manage client open requests and communicate status with all interested parties
• Delegate support tasks internally to appropriate team members
• Act as escalation point for 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

• The position requires experience in IRT/ RTSM support/ maintenance post go-live or equivalent.
• Experienced in customer service, troubleshooting, issue management, and problem resolution.
• Possess excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently and the ability to work well in a team environment.
• Strong written and verbal communication skills as well as with the ability to facilitate discussion of system requirements with coworkers

Roles can be remotely based in the following locations;
East Coast US, West Coast US, UK, Ireland, Brussels, Netherlands, Switzerland and Germany