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  • Location: Nottingham
  • Salary: £TBD on application
  • Job Type:Permanent

Posted 15 days ago

  • Sector: IRT & Informatics
  • Contact: Alex Butcher
  • Contact Email: alex.butcher@nextphaserecruitment.com
  • Contact Phone: 01403 216216
  • Start Date: 2021-11-12
  • Job Ref: V-47086UK
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.

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

KEY RESPONSIBILITIES:
• 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

REQUIREMENTS:
• 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