Reference #: R14049 The Sr. Manager, Client Technical Services will report to the Director, Business Operations within the Specialty Solutions group.  The role will be critical in the evolution of Trial Application Platform (TAP) Operations into a multi-national organization that provides excellence in configuration, workflow management, and technical support for studies in TAP.  The role will interface with cross-functional teams including Operations, Clinical Project Management, Product and Engineering, and will be directly responsible for leading multiple concurrent improvement initiatives within the Operations area of concerns. Clario is a 50+ year old company that delivers industry leading clinical trial endpoint technology solutions. The future of clinical trials is vibrant, with new technologies revolutionizing what's possible. From new trial modes to faster and integrated evidence and findings, our innovative clinical trial solutions mean we can unlock better evidence.

Clario is in search for a Sr. Manager, Client Technical Services that will report to the Director, Business Operations within the Specialty Solutions group. The role will be critical in the evolution of Trial Application Platform (TAP) Operations into a multi-national organization that provides excellence in configuration, workflow management, and technical support for studies in TAP. The role will interface with cross-functional teams including Operations, Clinical Project Management, Product and Engineering, and will be directly responsible for leading multiple concurrent improvement initiatives within the Operations area of concerns.

What you'll do

Lead, motivate, and evaluate the Specialty Solutions Client Support Operations (TAP Ops) team to meet expected standards and procedures. Create goals, develop an action plan in tandem with TAP Ops leadership, and reach goals related to future planning for the group as agreed upon with the team leads and with the Director, Business Operations.

Identify problem areas within product lines, services, or tools used to support our clients. Manage the collection and documentation of data necessary for problem areas to be researched and resolved appropriately.

Provide documentation as necessary to inform appropriate people about technical information not covered by other materials.

Provide accurate, regular, and timely reporting to the Director, Business Operations related to the resolution of identified customer issues requiring escalation or as requested.

Define and maintain standard procedures according to company and department standards and customer requirements; coordinate and collaborate with the Manager, Validation and Quality Control to ensure SOPs are fully compliant to established standards and continuously audit-ready.

Ensure team compliance with all company and department policies and procedures.

Provide leadership through the coaching and supporting of team members.

Provide consistent, ongoing feedback to maintain and improve the team performance.

Serve as point of escalation for all clients in relation to the provision of client technical services, operational support, configuration and internally to the Clinical Professional Services team.

Identify, recommend, and assist in the prioritization of product features and functionality that will enhance or improve the operational capabilities or efficiencies of the Operations group. Provide business justifications, including but not limited to benchmarking of existing manual processes to understand the fiscal benefits and implications of automation opportunities to the Director of Product & Engineering and Director of Business Operations.

Evaluate and monitor project progress and workload of staff to ensure projects are on time and within budget, affecting change when necessary

Assist staff in communicating with customers as needed, for example when deliverables are delayed.

Work with Project/Program Manager and Directors (as needed) when prioritization of deliverables is required for multiple projects.

Ensures standardization of processes and best practices within TAP Ops by performing intermittent project audits to confirm consistency of approach in configurations, implementations, and provision of operational support services.

Participate in continuous improvement and revenue acceleration initiatives as requested.

Support ad-hoc projects or initiatives as identified by the Director of Business Operations.

What we look for

Bachelor's degree or higher

5+ years' experience in clinical trials or life sciences related industry.

5+ years' experience in customer-facing role

5+ years experience leading globally diverse teams

Demonstrable detailed knowledge of clinical adjudication and eligibility processes within clinical trials

General knowledge of regulatory guidelines from ICH, FDA, EMEA

Ability to work in group setting and independently; ability to adjust to changing priorities

Excellent attention to detail

Strong motivational skills and abilities - promoting a team-based approach

Strong interpersonal and communication skills, both verbal and written

Strong organizational and leadership skills

Goal oriented

Ability to maintain professional and positive attitude at all times

ERT is an equal opportunity employer and all qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.