About BuildClinical

50% of clinical research studies are delayed or canceled due to the inability to recruit the necessary patients. At the same time, an estimated 98% of the population does not participate in clinical research due to the access disparities in healthcare and a general lack of awareness.

BuildClinical is a digital health company that helps bridge the awareness and access gap for patients to participate in clinical research studies. We empower clinical researchers to accelerate their patient recruitment goals for their research studies by enabling them to engage the exact patient populations needed for their study. Utilizing machine learning and data mining, we can identify specific patient groups across a multitude of platforms (e.g. social media, health websites, etc.) and apply algorithms to lead new prospective participants to enroll in research studies.

About the Position

BuildClinical is looking for a Customer Success Associate to help serve our clients, the clinical researchers, and ensure an amazing overall experience partnering with us. As a member of the team, you will be responsible for the full researcher journey, from kickoff to the conclusion of a study. This includes conducting client kickoff meetings, overseeing client performance, assisting in customer support, and conducting check-ins with researchers. You will be asked to think outside the box to create efficiencies in our processes and propel the vision of our company.

Core Responsibilities

• Coordinate across internal and external teams to launch recruitment campaigns
• Build and maintain strong, long-lasting relationships with our researchers
• Make improvements to our current customer satisfaction methods and processes
• Communicate effectively with both clients and colleagues to understand & service customer needs, maximize retention and growth, and communicate performance
• Conduct client-facing calls and coordinate action items across internal and external teams
• Triage client support issues and deliver best-in-class service
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Help gather feedback from our customers to inform our sales process, product roadmap, and marketing opportunities

Qualifications

• Bachelor’s degree
• 0-2+ years of professional experience in client-facing roles, including customer success, marketing, account management, or sales
• You have excellent communication skills, both written and oral
• You are organized and detail-oriented
• You enjoy being autonomous in your work and the challenge of solving complex problems
• Bonus: you have an understanding of (or even a passion for) social media marketing platforms including but not limited to: Facebook, Instagram, Twitter, TikTok, and Snapchat
• Bonus: you are familiar with Canva

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