Primary Responsibilities
Manage all aspects of OnPoint CTMS customer relationships post-implementation
Full responsibility for the management of all customer relationships from the hand-off from the implementation Project
Manager until discontinuation of each customer's use on OnPoint
Participates in implementations of OnPoint from project kickoff until hand-off to ensure that support project management has
a strong understanding of customer's deployment requirements and the details of each customer's OnPoint deployment
Complete responsibility for first level customer support for CTMS system; responsible for the resolution of all customer issues,
and the escalation of customer issues which are not resolved at first level and managing them until resolution, in accordance
with contractual Service Level Agreements
Providing excellent customer service at all times during all interactions with customers
Directly responsible for all post-implementation customer training on system
Interfacing with development on behalf of the customer during product delivery lifecycle to ensure customer expectations are
met in final product
Management of customer's product version upgrades and training on product version new features
Work with other onsite BioClinica personnel to ensure maximum compatibility between all BioClinica systems on-site
Maintains Quality Service and Departmental Standards by
Contributing to the development and maintenance of the CTMS product roadmap resulting in the production of new features
or enhancements to existing products with product management
Reading, understanding and adhering to organizational Standard Operating Procedures (SOP)
Establishing and enforcing departmental standards
Reviewing and updating company SOPs related to CTMS / Project Management Services
Secondary Responsibilities
Contributes to team effort by
Exploring new opportunities to add value to organization and departmental processes
Helping other Project Managers to accomplish deliverables
Performing other duties as assigned and deemed necessary
Maintains Technical Knowledge by
Attending and participating in applicable company sponsored training
Qualifications:
Education:
Bachelor's degree preferred; Associate's degree requiredExperience:
3+ years experience in software or technical product management
Working knowledge of software delivery lifecycle and methodology
Clinical trials experience within a CRO or pharmaceutical research organization in a project management related position
preferred
Additional skill set:
Excellent customer service skills
Ability to function in a multi-task environment with a positive attitude under pressure.
Strong interpersonal and communication skills, both verbal and written
Strong organizational and leadership skills
Goal oriented
