<p>4G Clinical is honored to be part of Fast Company's 2020 Best Workplaces for Innovators list, citing businesses and organizations that demonstrate a deep commitment to encouraging innovation at all levels. 4G Clinical came in at #8 for its dedication to building a culture that fuels innovation, curiosity, and the spirit of experimentation in all facets of the business from product development and brand to services and staffing. We were also voted one of the 2018 Best Places in Health Care & Biopharma by Great Place to Work and FORTUNE.</p> <p>About Us</p> <p>4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia.</p> <p>For U.S.-based candidates, we offer compelling benefits to our employees, including:</p> <ul> <li>Health, dental, and vision benefits </li><li>Unlimited Vacation Days for Salaried Full-time Employees </li><li>FSA and Dependent Care Accounts </li><li>Company Paid Disability and Life Insurance </li><li>Global mental health benefit </li><li>Generous 401k program </li><li>Paid sabbatical program </li><li>Option Grants </li></ul> <p>4G Clinical is proud to be an Equal Opportunity Employer, and it is foundational to how we recruit and hire our talented team. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.</p> <p>The RTSM Study Project Lead will lead client support of the Randomization and Trial Supply Management (RTSM) application after clinical study go-live. The Study Project Lead is responsible for the following:</p> <p>Customer Support</p> <ul> <li> <p>Primary contact for clinical study sponsor after study go-live as the expert in 4G Clinical's Prancer RTSM application, responsible for the client's overall support experience.</p> </li><li> <p>Manage sponsor emails, providing support for troubleshooting and requests.</p> </li><li> <p>Lead client support meetings to discuss study RTSM health and open requests.</p> </li><li> <p>Provide training and guidance on the use of the application.</p> </li></ul> <p>System Support</p> <ul> <li> <p>Identify and solve technical problems.</p> </li><li> <p>Drive problem-solving efforts to resolution, collaborating cross-functionally as needed.</p> </li><li> <p>Configure the RTSM application for system enhancements and fixes.</p> </li><li> <p>Perform System Validation of configuration updates.</p> </li><li> <p>Lead User Acceptance Testing with the sponsor for system updates.</p> </li></ul> <p>Support Operations</p> <ul> <li> <p>Manage client open requests and communicate status with all interested parties.</p> </li><li> <p>Delegate support tasks internally to appropriate team members.</p> </li><li> <p>Act as escalation point for configuration change, data change and user contact questions.</p> </li><li> <p>Identify opportunities to improve the study IRT, product, or support processes to reduce support load and improve customer experience.</p> </li></ul> <p>REQUIRED EXPERIENCE</p> <p>The position requires a minimum of 3 years of RTSM software application support experience in clinical trial support or the equivalent. The following skills are essential: customer service, troubleshooting, issue management, and problem resolution.</p> <p>EDUCATION AND/OR CERTIFICATION REQUIREMENTS</p> <p>The candidate must possess a bachelor's degree or experience in RTSM support or information technology.</p> <p>This job description should not be deemed all-inclusive. Additional requirements and expectations may be assigned. At all times, employees are expected to adhere to company policies and company SOPs.</p>