ABOUT ALIRA HEALTH
At Alira Health, our mission is to enable healthcare transformation. We support our clients business with an integrated suite of Product Development, Regulatory, Clinical Trial Design and Operations, Market Access, Strategy Consulting, and Transaction Advisory services. Our team of scientists, strategists, bankers, pharmacists and doctors collaborate to fully understand every aspect of our clients business and offer a continuum of support to uncover opportunities, accelerate innovation, and improve outcomes for patients around the world.
Our clients are global, and so are we. Our local presence and global collaboration allow us to deliver actionable business insights and an unmatched continuum of support across the full corporate and product lifecycle. We operate across thirteen offices located in Boston and San Francisco in the US; Barcelona, Basel, Bologna, Geneva, Milan, Munich, Paris and Verona, in Europe; Cambridge, United Kingdom; Syndey, Australia and Toronto, Canada.
Customer Success Associate – RedCrow
Position Summary:
This position reports to the VP of Business Development and will serve as the main point of contact for start-ups that are new to the RedCrow platform as well as existing clients.
The RedCrow Customer Success team is responsible for developing and maintaining excellent relationships with both new and existing client start-ups. The goal of the team is to increase customer satisfaction, retention and growth on the platform. The Customer Success Associates primary responsibilities include onboarding new and existing companies to the platform, responding to customer inquiries and service requests as well as delivering on the ultimate client experience at every touch.
The right candidate must have excellent communication skills as they will need to communicate clearly and effectively to customers, provide insight to other team members when relevant, work collaboratively with cross-functional teams to achieve goals, and provide early identification of at-risk customers. The Customer Success Associate is a critical role as it will help drive long-term growth and financial success. The ideal candidate will need to be a self-starter, be comfortable working in ambiguous environments, and be able to deliver results at a tactical level.
Roles & Responsibilities:
Work to understand each start-ups business objectives and needs in order to help them achieve full value from the RedCrow platform as well as our partner offerings. Responsibilities include, but are not limited to, the following:
Become an authority on both the RedCrow and MainStage platforms as well as the services of our partner organizations. Be able to translate the benefits of RedCrows ecosystem to new and existing customers.
Develop an understanding of Alira Healths offerings in order to recommend them to clients when appropriate. This includes product development, regulatory and other clinical service offerings.
Serve as the lead point of contact for all customer service matters.
Efficiently manage and maintain RedCrows CRM. Knowledge of Zoho is a plus!
Collect, organize and disperse information from startups as needed by various stakeholders.
Document all communication with key contacts and accounts in the CRM accurately and in a timely manner.
Collaborate with key internal stakeholders to ensure products and services are delivered successfully and adopted fully by customers.
Develop a scalable, repeatable, and documented pathway to client onboarding with appropriate touch points.
Accurately track progress for all clients ensuring nothing is missed and that applicable paperwork, invoices and other assets are sent and received in a timely manner.
Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
Amplify the voice of the customer to internal teams. Escalate and document critical customer issues while ensuring ownership by internal resources.
Experience and Skills
A passion for solving healthcare challenges via new technologies with a demonstrated interest in healthcare, technology, start-ups, entrepreneurship, venture capital, etc.
BA in business, finance, healthcare entrepreneurship, sales, or other relevant degree
1-3 years of relevant experience
Demonstrated ability to work effectively across internal and external organizations.
Ability to quickly assess client needs while focusing on delivering the ultimate client experience at every touchpoint.
Must be able to educate clients and present solutions to advance their business and better enable them to reach business goals
Be able to sense upcoming challenges. Have the insight to know when to escalate issues.
Strong interpersonal and collaboration skills.
Ability to thrive under pressure while consistently meeting deadlines. Must be able to prioritize multiple projects simultaneously.
Flexible, with the ability to perform in unstructured or ambiguous situations and adapt as the business evolves.
Ability to develop and implement effective pipeline strategy and onboarding plan that optimizes resources and time.
Excellent written and verbal communication skills.
A strong, self-guided work ethic
Familiarity with technology with proficiency in Microsoft Outlook, Teams, Word, Excel, PowerPoint.
Excellent time management skills and attention to detail.
Project management experience is a plus!
Series 7 or 82 are also a plus!
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