Clinical Medical Device Guru

Are you ready to
make a difference? At Greenlight Guru, our leading SaaS platform helps some of the world's most innovative medical device companies bring higher quality, life-changing products to market faster. Our cloud-based technology serves 1000+ global customers with a platform that powers end-to-end product lifecycle excellence from idea to commercialization to postmarket surveillance.
Headquartered in Indianapolis, IN, we are a
remote-first company on a mission to improve the quality of life. Having raised over $120M from top-tier investors, we are rapidly scaling with a driven and relentless commitment to helping our customers succeed. Since 2021, we are part of JMI Equity, a growth equity firm focused on leading software companies.
About this role:
Greenlight Guru is looking for an experienced Clinical Guru to ensure our Clinical Customers achieve their desired outcomes when using our software. As part of the Customer Success team, the Clinical Guru is responsible for ensuring that each customer's journey is a success from the day they reach out to us and for as long as they use our services. A key task is to ensure that all customers are well educated in Greenlight Guru's services, get the right help and assistance when needed, and understand how to use the services effectively and in compliance with industry standards. Additionally, the Clinical Guru is also responsible for the renewal and expansion of existing clinical customer accounts, periodic business reviews, the collection of product feedback, and reactive support.
In 2022, Greenlight Guru expanded its global presence with the acquisition of SMART-TRIAL (Now Clinical By Greenlight Guru), the only Electronic Data Capture (EDC) for Medical Devices. Clinical by Greenlight Guru, is an out-of-the-box solution for the electronic capture of data for your clinical investigations or any clinical evidence you need to generate for the entire lifecycle of your device. We are the leading clinical data collection toolbox, purposefully built for MedTech. Customers collect and manage clinical data in pre and post-market clinical studies, including registries, cohorts, surveys, human factor testing, design validation, and more.
The Clinical Guru will report to the Greenlight Guru Onboarding and Implementation team and is dedicated to a set of clinical customers that comprise a book of business. You will be responsible for working hand in hand with the clinical account manager to ensure a smooth transition from the sales process to the customer journey. At Greenlight Guru, we are looking for a candidate with experience in the clinical trials area of the MedTech or life science industry. Project and customer management skills will be called upon to aid in developing the Customer Success book of Business. A Clinical Guru is someone who is highly motivated, values autonomy, and enjoys building new processes with a "team player" attitude will be successful in this role.
Your contributions and responsibilities:

• Own the customer onboarding experience by hosting live onboarding and implementation calls, gathering and implementing customer feedback on the onboarding experience, and managing content associated with the onboarding process.
• Host periodic calls and business reviews to examine customer progress toward milestones, identify risk factors, and suggest areas of optimization and improvement
• Assist in addressing and resolving customer support requests reported through Greenlight Guru Clinical's help desk and other channels
• Collect information and feedback from customers and report this in a structured manner to relevant teams, to further improve SMART-TRIAL's services towards customers
• Assist with other customer success tasks that come up from time to time, such as study and dashboard set up.
• Further define Clinical Customer Success motion and processes. Evaluate existing Clinical post-sale processes and determine improvements. Coordinating business process improvement strategies with internal stakeholders.
• Identify and close opportunities for expansion and upsell and maintain a pipeline with an accurate forecast to grow the revenue from the existing book of business.
• Accurately manage and forecast churn, renewals, and upsells
• Embody the company's core values of true quality, innovation, and fanatical support
• Adhere to process and the usage of critical systems, like Salesforce and Gainsight

Your ideal qualifications:

• Candidate working hours may vary. Normal business hours for this role will be 8:00-5:00pm ET. periodic morning or evening calls may be required to support our global customers.
• Experience from the clinical trials area of the MedTech or life science industry.
• Knowledge of GCP/GxP
• A highly organized and tenacious record-keeper who logs and maintains customer notes in relevant systems
• Great team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• Excellent writer and speaker who can communicate efficiently and effectively with customers and colleagues over Zoom video conference, in email, and eventually, in person
• A thought leader that is motivated to learn about and stay informed of a complex and ever-changing industry
• Ability to wear multiple hats and gracefully juggle varying customer needs and responsibilities
• Tech-savvy and comfortable toggling between various SaaS tools
• Proficient user of Zoom, Google suite, Slack, Gainsight, and/or Salesforce a plus
• Bachelor's degree or equivalent required.

Benefits you'll enjoy:

• Supportive teammates and co-workers who care deeply about our mission
• Flexible Paid Time Off policy and working hours
• Remote-first culture
• Home Office stipend upon hire
• Health insurance options including a 100% company paid plan (vision, medical, dental)
• 401k (with company match)
• Equity Program Eligibility (based on role and/or tenure)
• Three months paid maternity leave
• Disability insurance

From the beginning, our goal has been to build a
company with 'soul' and create a special place to work for people who want a sense of purpose in what they do. With 200+ employees across North America and Europe. We offer careers in engineering, product, sales, marketing, customer success, talent, finance, operations, and more. We look for people with 'alligator blood' a.k.a team members who are resilient, push forward and never give up, and who want to win with purpose. Consistently recognized as a Best Place to Work, our culture is centered around our core values of innovation, fanatical support, true quality, and culture of closing, while fostering a high performing, diverse and inclusive, fun environment.
The base salary range for this role is $70,000 - $75,000. Actual base salary is determined by factors such as, but not limited to, experience, education, skills, and geographic location. Certain roles may be eligible for incentive compensation and equity.
Greenlight Guru is an Equal Opportunity Employer. Individuals seeking employment at Greenlight Guru are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. If you need assistance or accommodations to submit your application for this position, please email [email protected].