Your mission
To continuously improve our customers' ability to manage clinical studies, to adhere to strong business ethics and integrity and to maintain a healthy work life balance.
Your profile
About the RoleWe are seeking a proactive, detail-oriented and technically adept
Customer Success Associate to join our team. In this role, you’ll be the primary point of contact for our customers, ensuring they realize the full value of our product or service. You’ll drive customer satisfaction, retention, and growth through relationship-building, strategic support, and problem-solving. This role is pivotal in ensuring the successful deployment, configuration, and support of our eClinical solutions for clinical trials. You will work closely with cross-functional teams and sponsors to understand study requirements and translate them into efficient, compliant, and user-friendly platform setups.
Key Responsibilities- Serve as the trusted advisor for a portfolio of customers, owning the post-sale relationship
- Onboard new clients, ensuring a smooth transition from Sales and effective product adoption
- Act as the voice of the customer internally, collaborating with Product, Sales, and Support to improve customer experience
- Lead the end-to-end implementation of eClinical systems such as EDC, CTMS, eTMF, ePRO, and eConsent
- Gather and analyze study protocols and business requirements to configure platform workflows
- Collaborate with clinical operations, data management, and IT teams to ensure alignment across stakeholders
- Perform system setup, UAT coordination, and ongoing study configuration updates
- Provide platform training and documentation to internal teams and site users
- Troubleshoot issues and support resolution during all phases of customer engagement
- Ensure compliance with GxP, 21 CFR Part 11, and industry best practices
- Act as a subject matter expert on platform capabilities and recommend process improvements
Qualifications- Bachelor's degree in Life Sciences, Health Informatics, Computer Science, or related field
- Strong analytical, organizational, problem solving and communication skills
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities and customers with confidence.
- Experience with system validation, UAT processes, and technical documentation desired.
- Solid understanding of clinical trial processes and regulatory requirements preferred.
- Excellent communication, presentation, and relationship-building skills.
Why us?
EvidentIQ, LLC is a software company based in Hopkins, MN. As a tightly integrated team we provide clinical trial software and services to a global client base. Founded in 1997 as Fortress Medical Systems, EvidentIQ, LLC is now part of the global EvidentIQ team of clinical trial software and data sciences companies. We aim to provide high quality software and services that add value to our clients to enable their success in the medical device, biotech, diagnostic, and pharmacological industries. We prioritize our relationships with our clients to provide top level support and services guided by our collective industry experience.
What We Offer- A collaborative and innovative work culture
- Opportunities to work with cutting-edge clinical technologies
- Flexible working arrangements
- Competitive compensation and benefits
About us
EvidentIQ is a leading provider of next-generation eClinical solutions designed for specialists in the clinical research market. Our comprehensive suite includes EDC, eCOA, ePRO, eTMF, and CTMS. All integrated within a single cloud platform to meet the evolving needs of clinical operations and data management. We combine our eClinical suite with a robust data science portfolio, patient recruitment services, and real-world evidence solutions.
EvidentIQ is committed to enhancing clinical trial results through innovative technology and expert support.
