Red Nucleus is hiring a Customer Success Associate to join our global team! This role can be based out of our US offices or can be full-time remote in the US.

Our purpose is advancing knowledge to improve lives. We succeed by being the premier provider of strategic learning and development, scientific advisory services, and medical communications solutions for the life sciences industry. Our global team is composed of nearly 700 full-time employees whose commitment to creativity, quality, and on-time delivery is unrivaled in our space.

At Red Nucleus, we believe in providing a rich working environment that pushes us to innovate in ways that engages our employees to be their best selves. Our culture is about meaningful work, a true sense of community and fun. We love to celebrate our people and we are proud to have been Internationally recognized as a “Great Place to Work".

About Red Nucleus Clinical & iTakeControl

RN Clinical offers a comprehensive suite of real-world evidence services and tools: real world evidence planning, mobile clinical trial data, mobile learning and training for biopharma compliance, and open science, real world mobile health apps for patients. iTakeControl is the mHealth and mClinical tool suite from RN Clinical for biopharma and life science organizations.

The division is formed out of Shire and Genzyme leadership experience, with over two decades in genetic disease, rare diseases, and patient-centric education.

Summary

We are looking for technically skilled candidates with excellent interpersonal and troubleshooting skills for the position of Customer Success Associate. The individual is responsible for working with the Product Management and Client Services Delivery teams to support and deliver our clinical research platform for our customers’ clinical research studies. The role is responsible for tracking, troubleshooting, and responding to support requests for active studies in order to maintain the quality, accuracy, and integrity of the performance of the iTakeControl platform. In addition, the individual will manage study devices and equipment as needed and may be required to travel to site locations for end user and technology support.

Responsibilities

• Provide technical and operational support to studies and teams.
• Troubleshooting mobile device and system issues.
• Research and support on devices and equipment.
• Manages the setup and distribution of study equipment and devices with support from the operational team.
• Monitor support ticket queue and maintain accurate information within the service desk system.
• Record, track, and document service desk solutions.
• Issue and track equipment issued and document assets accordingly through their lifecycle (Acquisition, distribution, retrieval, de-activation, and disposal).
• Perform proactive maintenance on end user devices.
• Work with product team to communicate and address system bugs.
• Supports technical testing of the system to ensure appropriate functionality.

Qualifications/Requirements

• Minimum of undergraduate degree with 1 to 3 years professional consulting, digital, or mobile app experience, or 1 year post graduate experience.
• Highly organized with excellent follow through.
• Experience in an IT or Help Desk support role.
• Good knowledge of Android operating systems, mobile applications, and SaaS products.
• Mobile software and hardware troubleshooting skills.
• Basic understanding of data protection and IT security best practices.
• Must be a self-starter with the ability to understand new technology quickly.
• Ability to multi-task, prioritize, adapt to changing environment.

Preferred Qualifications

• Experience with healthcare or clinical research systems including ePRO, EDC, or EHR a plus.
• Exceptional customer service skills.
• Ability to work both independently and as part of a team.
• Strong communications skills (written and verbal).
• Comfortable learning new technologies, applications, and systems.

What You Will Enjoy at Red Nucleus

• Competitive pay, incentives, retirement, and income security programs
• Comprehensive benefits and wellness programs focused on healthy lifestyles
• Generous paid time off, employee assistance programs and flexible work arrangements
• Performance driven environment including professional development and transfer opportunities
• People first culture fostering self expression, diversity, and a growth mindset
• Celebrations! We love to celebrate service anniversaries, holidays, diversity and inclusion events, project milestones and anything else that is meaningful to our employees
• Support of the community organizations you are passionate about
• Ongoing programs and events designed to bring our global team together

Diversity, equity and inclusion are valued at Red Nucleus and we believe we have a shared responsibility to provide equal opportunity and foster an inclusive spirit. We do not discriminate on the basis of race, color, national origin, religion, caste, sexual orientation, gender, age, marital status, veteran status, or disability status.

To learn more about working at Red Nucleus, please visit Careers I Red Nucleus.

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