Job Description

Who we are and what we do:
At Viedoc, we design engaging software that modernizes clinical research so that necessary treatments can reach the people who need them faster.

We accomplish this by combining technology and a creative design to streamline, automate and simplify conventional processes within clinical research. Simply put, Viedoc makes every aspect of a clinical study a bit smoother, resulting in greater discoveries that make a difference, and has the potential to improve lives.

Real change means challenging the status quo – our driving force since we started almost two decades ago. In everything we do, we work for a healthier world, searching for better, more efficient solutions that answer to the needs of both our users and humanity.

We are proud to foster an inclusive workplace. We believe that diversity of experience, perspectives, and supportive work culture will lead to a better work environment for our employees and, ultimately, a better product.

What you will do and why:

We're looking for a Customer Success Manager who will ensure our clients’ success by leveraging their knowledge of clinical trials and expertise with the Viedoc system. Your role will be pivotal in building and maintaining strong client relationships, ensuring they maximize the value of our solutions. You’ll collaborate closely with clients, supporting them in their journey from onboarding to continuous usage of our products, while providing strategic insights and guidance to enhance their experience.

This means you will be responsible for:

• Conducting product demonstrations as part of sales activities for both new and existing customers, in collaboration with the sales team.
  
• Open to participating in academic conferences and exhibitions, including occasional weekend events, while engaging in sales activities and demonstrating a willingness to travel domestically.
  
• Building and maintaining trusted relationships with clients, acting as their main point of contact and guiding them in utilizing the Viedoc system, ensuring they achieve their goals.
• Managing client accounts, projects, and milestones to deliver a seamless experience while proactively identifying and addressing client needs, providing solutions to their challenges.
• Conducting training sessions and onboarding new clients.
• Collaborating with internal teams (e.g., development, technical support) to resolve issues and ensure client satisfaction.
• Collecting and analyzing client feedback to help improve our products and services.

As a professional, we would like you to have:

• At least 5-7 years of relevant work experience in clinical trials and familiarity with Electronic Data Capture (EDC) systems.
• Prior experience with or knowledge of the Viedoc system (or similar clinical trial systems) is highly desirable.
• Native in Japanese and proficient communication skills in English (both written and spoken) for internal communication.
• Experience in customer success, account management, or a similar client-facing role.

As a person, we would like you to be:

• Client-focused with exceptional interpersonal skills.
• Organized and able to manage multiple projects and priorities simultaneously.
• A proactive problem-solver who is adaptable and resourceful.
• Empathetic, approachable, and skilled at building rapport with diverse stakeholders.

We would even appreciate it if you have:

• A background in teaching or training, especially in a professional setting.
• Technical skills or familiarity with software development processes.
• Knowledge of additional clinical trial tools or software.

Industry
eClinical, Software, Pharmaceutical, Biotech, Medical Device, Consumer Health 

Interested?
If you want to join our incredible team, apply for the job! Do you want to know more? Feel free to reach out to the team member responsible for this role below.

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