Job Description

The Support Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live. The Support Project Lead is responsible for the following:

Customer Support

Primary contact for clinical study sponsor after study go-live as the expert in 4G Clinical's Prancer RTSM application, responsible for the client's overall support experience. Manage sponsor emails, providing support for troubleshooting and requests. Provide timely and professional responses to sponsor requests; proactively provide status updates to ensure stakeholders are informed. Lead client support meetings to discuss study RTSM health and open requests. Provide training and guidance on the use of the application. Primary liaison with Client Directors for support, providing updates on sponsor and study health.

System Support

Identify and solve technical problems. Drive problem-solving efforts to resolution, collaborating cross-functionally as needed. Configure the RTSM application for system enhancements and fixes. Perform System Validation of configuration updates. Lead User Acceptance Testing with the sponsor for system updates. Ensure proper documentation in specifications, support documents and JIRA.

Support Operations

Manage client open requests and communicate status with all interested parties. Delegate support tasks internally to appropriate team members and ensure work is completed with accuracy, quality and in a timely manner. Act as escalation point for Junior Support Analysts (JSAs), Production Support Specialists (PSSs), and Client Excellence teams for configuration change, data change and user contact questions. Escalate sponsor requests, issues and feedback to appropriate teams. Identify opportunities to improve the study IRT, product, or support processes to reduce support load and improve customer experience. Provide study-specific reporting and status updates as needed. Maintain a positive, results-oriented work environment, modeling teamwork by communicating to the team in an open, balanced, and objective manner.

The position requires a minimum of 3 years of software application support experience in clinical trial support or the equivalent. The following skills are essential: customer service, troubleshooting, issue management, and problem resolution. The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently and the ability to work well in a team environment.

EDUCATION AND/OR CERTIFICATION REQUIREMENTS

The candidate must possess a bachelor's degree or experience in RTSM support or information technology.

OTHER SKILLS/REQUIREMENTS

Excellent communication and listening skills. Strong written and verbal communication skills as well as the ability to facilitate discussions of system requirements. Motivated to work in a fast-paced, constantly changing environment.

4G Clinical is honored to be part of Fast Company's 2020 Best Workplaces for Innovators list, citing businesses and organizations that demonstrate a deep commitment to encouraging innovation at all levels. 4G Clinical came in at #8 for its dedication to building a culture that fuels innovation, curiosity, and the spirit of experimentation in all facets of the business from product development and brand to services and staffing. We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work and FORTUNE.

About Us

4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.

We offer compelling benefits to our international and US-based employees. Benefits vary by region and should be discussed with a 4G Talent Acquisition or HR representative.




4G Clinical is proud to be an Equal Opportunity Employer, and it is foundational to how we recruit and hire our talented team. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.