Our missionOur mission is to improve health equity by expanding access to cancer precision medicine.About Trial LibraryTrial Library, Inc. is a venture-backed startup founded in 2022 focused on accelerating enrollment and retention to clinical trials with an AI-platform. Trial Library is a mission-driven health technology company dedicated to improving health equity in cancer care by expanding access to precision medicine through clinical trials. We work with community oncology sites, patients, and industry partners to ensure that clinical research is accessible, navigable, and inclusive.As a Customer Success Lead, you will work closely with the Chief Executive Officer, Associate Director of Operations, and Ally Navigation team to support Providers on the Trial Library Platform. This is primarily a remote position. You will own the process of onboarding and getting customers successful on the Trial Library platform. You will build strong relationships with physician practices (our customers) starting with the pre-sales process, managing relationships through sales, onboarding, and post-sales account management to ensure customer delight with Trial Library products. You will be accountable for setting targets and managing milestones in customer use of Trial Library products.Your ResponsibilitiesTracking customers through the sales cycle, from evolution from leads into opportunities into accounts in the Trial Library CRM systemBridge the gap between sales and customer supportDemonstrate Provider empathy to foster trusting relationships between Trial Library and practicesProactively drive provider engagement including contracting and execution of Trial Library platform services to produce fast time to value for customersDemonstrate a solid understanding of product features and how Providers are expected to interact with productServe as a liaison with physician practice customers to ensure a successful adoption of Trial Library products, resolving issues, addressing concerns, adapting to unique provider workflow requirementsMaintain up to date knowledge of Trial Library sponsored opportunitiesDevelop best practice workflows to drive adoption of Trial Library platform across the United StatesKeep physician practices engaged and regularly using Trial Library products and servicesOwnership of all Provider inquiry and troubleshooting to support practices when necessaryYour QualificationsMinimum 5+ years of professional experience in health care-related customer successStrong metrics-focused customer success experienceOpen to travel and make on-site visits to practices, attend meetings, if neededGeneral understanding of health care and research topics such as clinical trial informed consent, pre-screening, and study sponsors is desirableDemonstrate a bias towards action and seek to intervene before issues ariseStrong communicator and persistent, able to influence behaviors to help drive the desired outcomesFacilitate an analytical approach and use data to drive actionsAgile and willing to adapt quickly in order to achieve desired outcomesDemonstrated ability to exercise autonomy in engagement of ProvidersDemonstrated ability to completely manage a CRM, track Provider engagement and conversion to participation on the Trial Library platformOur Core ValuesAlly is our favorite monikerThe most inclusive approach is worth the workCelebrate measurable improvements in equity outcomesFearless advocates for belongingIncentives matter to stakeholders choosing our productsTaking initiative is actually givingWe are accountable for the experience of patients and providersEmpathy and humility are the real dynamic duoEqual Employment OpportunityTrial Library, Inc. provides equal employment opportunities to all employees and applicants for employment and and prohibits discrimination and harassment of any type without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations.AI DisclaimerWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
