Job Description

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

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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

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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

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• 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

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• 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

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• 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 required


Experience:

• 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

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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