Solution Optimization Director

Job Summary:  

Given our business model, where our customers live in our products and have great functionality in product configuration the Optimization Director  is vital to long-term profitability. We will not be successful unless our customers are receiving value from our technology and services. As such, we need a director to own driving success for an assigned subset of our largest strategic members (i.e., top revenue, highly penetrated accounts). This role includes responsibilities for Tier 2 support, product optimization, product adoption, and advocacy. This position will ensure a subset of our largest, strategic members are maximizing the value of the Medrio suite of products, with a significant focus on understanding each accounts strategy, areas for improvement, market drivers and solving their greatest challenges.  They will be an integral part of Medrio’s product, SME and services strategies.  This role is the final point of resolution for customers encountering problems with Medrio products to ensure customer satisfaction.

Essential Duties and Responsibilities:

• Escalation point of contact for customers, Support, and internal contacts within the organization
• Service as subject matter expert for already triaged internal/external customer issues
• Understand the customer’s unique study goals, business requirements, and study configuration
• Assist Medrio customers with optimizing their use of Medrio products to ensure performance, scalability and study success.  
• Create process for workflow from TSR to SOD to Engineering
• Participate in Training and best practice documentation
• Challenge Medrio customers and guide them to the right solution.  Create work arounds when needed, guide on study changes and work with engineering/product to address issues
• Act as a technical advocate to manage and monitor interactions with our technical support team proactively escalating issues and feature requests.
• Collaborate at all levels within an organization, create and deliver executive customer presentations that outline system performance, potential issues, and suggested forward courses of action whilst proactively making recommendations to improve customers’ outcomes and system performance
• Participate in weekly Status calls, Monthly management calls and Periodic executive-level business reviews.
• Manage cross functional teams and the communication process to to advise clients on ways to optimize system effectiveness 
• Regularly and effectively communicate client portfolio health to leadership through verbal and written forums
• Document and share best practices for the use of Medrio products based on consultation with Product, Data Sciences, Professional Services, Onboarding, and other organizations as needed when discovering a solution to a customer’s challenge
• Consult with Executive Leadership Team (ELT) as needed for customer escalations that go directly to an ELT member rather than the standard support case escalation process
• Responsible for new product introductions for customers directly related to releases, to include recorded webinars
• Aim at delivering maximum value to assigned customers by assessing needs and courses of action based on probable customer benefits. The output of this role must be regarded as a commitment on which others depend.
• May Deliver technical presentations at Medrio’s conferences as part of advanced product support

The person in this role is responsible for meeting/exceeding the following goals (set annually):

• Relationship development and growth – functional stakeholders
• Net Promoter Score for accounts served
• Customer Satisfaction Score for escalated issues owned
• Case deflection to engineering based on resolving or providing workarounds prior to engineering review

This position will work and function as an integral part of Medrio’s support and customer facing teams which includes sales, account management, product, marketing and services – working to ensure that our customers will be successful in moving their studies quickest to FDA approval.

This person will have key competencies in understanding a broad range of healthcare industry challenges, clinical trial technology, and a track record of hands-on experience of meeting/exceeding goals.

Education and Years of Experience:

7+ Years of Applicable Experience

Other Skills and Abilities:

• In-depth Medrio product knowledge and industry knowledge
• Data Management or Clinical Trials build experience - deep clinical trial knowledge and hands on experience
• Critical thinking skills to help identify alternative solutions
• Ability to ask probing questions to determine the root cause of a problem
• Willing to say no when that is best answer rather than making commitments that cannot be met
• Process oriented with project management skills
• Detail oriented and willing to dig into an issue to find a solution
• Calculated decision making skills are required  to ensure customers receive the best solution for urgent/escalated issues promptly
• Passionate about advocating for client’s success and resolving issues

About Medrio:

Medrio's SaaS offering is a key component in the pipeline of getting lifesaving drugs to the people who need them. We automate the clinic trial process and offer significant advantages over the competition: 75% lower cost, setup in days rather than months, and much better ease of use. Founded in 2005 we are privately owned, profitable, and are currently experiencing geometric growth in terms of customers, revenue, and employees. We believe in wellness! Medrio covers the cost of employee premiums for medical, dental, vision, life and LTD insurance, gym membership, and we promote an atmosphere of work/life balance, including flexible work schedules and unlimited PTO. 

The Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We are looking for smart, collaborative, creative, and conscientious people to help us expand our product capabilities and better serve our customers.

To see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.