Director, Client Success

General Summary:

This position is key to Advarra's market differentiation as a provider of choice built upon the ability of Advarra to provide, and sustain, a superior customer experience. This individual serves as primary interface to established "key" customers of Advarra, including customer onboarding and periodic check-ins. As an operational leader, this individual is the face of the company and works in collaboration with Client Services and Business Development. The individual engages with assigned customers, building a primary relationship and a deep understanding of specific customer needs, requirements, and expectations related to the specific solutions and services they engage Advarra to provide. This position is measured on the quality of assigned client relationships. The individual is dedicated to promoting client loyalty and enhancing key customer retention through ongoing and proactive communication.

This individual must have or develop deep understanding of Advarra's solutions as well as common industry practices. The individual has comprehensive operational knowledge, understanding of the relationship between client services, IRB services, operational excellence, regulatory, and quality assurance teams and their impact on the customer experience. This individual must be able to influence others and to create alignment around urgent resolution of known customer concerns, as well as pro-active efforts to influence operational excellence. This individual has strong relationships with other internal business units, most notably with Business Development, Information technology, and Finance. Interactions with these teams is focused upon customer acquisition, retention of key customers, and strengthening of relationships allowing for increased year over year business due to superior service delivery.

Principal Duties & Responsibilities

Client Onboarding• Support the BD Team in the RFI/RFP process, where applicable.• Serve as the point of contact for sponsors/CROs as they transition from BD to

Operations• Follow the Client Onboarding Framework to ensure client expectations are satisfied and

goals are achieved• Establish and document client specific processes and documentation requirements (i.e.;

cover pages, unique informed consent language, etc.). Conduct CIRBI demonstrations,

highlighting features and functions that support efficiency from study start-up through

study closure• Provide ongoing CIRBI support and training

Client Success via coordination with Client Services• Coordinate specific or unique requirements with assigned Client Service Coordinators

through primary interaction with managers/leads of such teams. • Prior to initial submission, complete a study start-up call to ensure all study and clientu0002specific requirements are documented and communicated to the dedicated Client

Services Coordinator (CSC) team manager, as applicable• Proactively manage transition of new studies to the assigned CSC team, including

introductions, setting expectations, and establishing escalation pathway• Work with assigned CSC to ensure timelines are met

Client Check-In (Internal/External)• Further existing strategies to increase revenue and profitability from existing customers• Establish periodic check-ins to monitor client satisfaction and client outcomes• Proactively collect, analyze, and track timelines and quality metrics• Facilitate resolution/alternative to any client dissatisfaction with Advarra• Ensure clients are receiving consistent quality of service through the establishment of

Client Engagement policies• Coordinate and participate in quarterly governance, metrics review and/or process

improvement meetings, as applicable• Create and present monthly report, as applicable, to assigned clients

Client Queries• Take ownership of problem resolution or service recovery efforts as necessary• Serve as the primary contact for assigned clients post "go-live" for any Advarra/CIRBI

support• Assist with site list requests and master list upkeep• Work with CIRBI Support to communicate CIRBI needs from client standpoint / feedback• Work closely with the Client Services Directors, Managers, and Coordinators to ensure

client issues and concerns are understood and promptly resolved• Proactively respond to any "red flags" (e.g., poor-quality metrics, increased timelines,

etc.)

Internal Activities• Maintain proficiency with CIRBI• Maintain regulatory knowledge in general and of Advarra's policies, procedures, and

current practices• Assist clients in effectively using Advarra's services• Present Client Success activities and services to Advarra staff• Provide "lessons learned "and "best practice" feedback to operations management• Work cooperatively with colleagues at all levels across the organization to innovate and

operate at maximum efficiency, productivity, and quality• Track client success data in CRM software (i.e., Salesforce)• Support team leadership with mentoring which may result in the opportunity for

management of staff.

Other duties as assigned

Job Requirement

Education

• Bachelor's degree in the basic life sciences, including biology, public health,

environmental health, industrial hygiene, occupational safety or related field preferred.

Other related experience will be considered.

Experience• Minimum three years of experience in IRB or clinical research setting that includes

applying regulations to the protection of human subjects.• Minimum three years of experience related to development or management of

Client/client programs, project management, or quality improvement. Other related

experience will be considered.

Knowledge/Skills/Abilities

• Demonstrable leadership and customer relationship management • Advanced knowledge of IRB processes, federal regulations, and ethical principles• Knowledge of clinical research, including drug, biologics, and device trials• Understanding of FDA and OHRP regulations and guidance and ICH guidance for

informed consent and institutional review boards• Ability to lead/manage a virtual team that is comprised of members who are not cou0002located or are distributed across multiple locations• Ability to train key concepts or desired practices• Ability to influence separate teams to achieve common goals• Ability to facilitate group discussion• Ability to analyze and solve complex problems • Ability to work independently; planning, organizing, scheduling, and completing work

within deadlines• Ability to manage conflicting demands and priorities• Ability to adapt to changes in process and technology• Attention to detail with high level of accuracy• Ability to analyze a variety of data points to make decisions, drive business and

proactively support Advarra's clients • Advanced oral and written communication skills

Physical and Mental Requirements:• Verbal communication; listening and understanding, responding, and speaking

EEO Statement

Advarra provides equal employment opportunity to all individuals regardless of their race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status, citizenship, genetic information or any other status or characteristic covered by federal, state or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

EEO/M/F/Disabled/Vet

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)