Customer Success Specialist

About HealthMatch

HealthMatch is on a mission to advance medicine by connecting patients with clinical trials. 80% of clinical trials are delayed because they can’t find enough suitable participants. We’re closing that gap with user-friendly technology and patient engagement to match patients with new treatments. 

We operate at the intersection of healthcare and technology, driving better outcomes for patients. With over 2 million patients in our database and numerous opportunities across the US clinical trials industry, we’re on a rapid growth trajectory.

About the Role

HealthMatch runs patient recruitment campaigns for a mix of sponsors and site networks. This role is focused on working on studies where we are contracted by the study sponsor, but need to engage the sites who are working on the study and actively enrolling the patients.

You’ll work with clinical trial sites to educate,  drive HealthMatch platform adoption and collect feedback. You’ll be responsible for site communications (predominantly phone & email), reporting and managing your priorities dynamically to maximize ROI for the company.

We’re looking for someone driven who is highly performance orientated, comfortable cold calling and highly efficient at building trusted relationships quickly.

What You'll Be Doing

• Outreach to research sites: While we’ve already been contracted and paid for by the study sponsor, a large part of this role is outreach to sites who we haven’t worked with before to ensure they know what’s expected and how best to work with HealthMatch.
  
• Site engagement & CRM: You’ll be the primary contact for site staff, ensuring that sites actively contact patient referrals and maintain accurate statuses in a timely manner. On top of this, you’ll ensure all CRM entries are up-to-date for easy management.
  
• Supporting sites: Helping sites use HealthMatch effectively, in all shapes and forms. You’ll onboard them to the platform, as well as handling their questions as they come up.
  
• Innovation & Playbook Creation: As a key liaison to our sites, you’ll be on the frontline of hearing site feedback into our performance and requested features. You’ll need to be proactive in sharing these learnings back with the broader team to help us improve our product. You’ll also help craft the trial site engagement playbook and refine best practices with anecdotal learnings and data.

We're Excited About You Because You Have

• Commitment: We expect a lot of our people and are a purpose-led organization trying to accelerate clinical research. Everyone that joins the team is expected to go over and above to deliver great outcomes for customers and your teammates. We offer equity and pay well in exchange for high efforts.
  
• Amazing on the phone: You thrive on the challenge of getting through to people and building relationships quickly. You're tenacious and persistent, able to keep pushing forward even when tasks become repetitive or challenging.
  
• DIY Attitude: We’re a startup, and you’ve got to get your hands dirty. This means doing some boring admin tasks to help customers. E.g., you might have to manually enter 300 items into an internal system, figure out how to hack an automated solution with Typeform and Zapier, build your own dashboard in our BI tool, or learn SQL to pull your own data instead of waiting for help.
  
• Drive and Hunger: This job is critical for driving our performance and ensuring the trials we are recruiting to deliver a great result for study sponsors. You have high levels of accountability and self-motivation, and love pushing hard to hit a target! It's not a sales job, but we do need somewhat of a sales attitude.
  
• Collaboration & Timezone Flexibility: Ability to work cross-functionally and across time zones (our HQ is in Sydney, but you’ll be US-based). This means meetings late in the evening to overlap with your team members.
  
  

Role requirements

• Full-time remote position, working anywhere in the US
• ~2 years experience in the workforce, experience in HealthTech or clinical research is not required but would be useful
• Motivation and excitement for joining a HealthTech startup
• Support sites across all US timezones, as well as needing to join meetings to overlap with the Sydney team (usually evenings)
• In-person interview stage in Boston + onboarding in Sydney, so must be able to travel
  

Please read all of the expectations and consider if this is a good fit for you; we understand that working in a startup is not for everyone. The hiring process will be time-consuming for both you and our team, and if you’re uncertain about anything, we’re happy to have an honest conversation about that before we enter into the formal process.

• Join an ambitious startup on a high-growth trajectory
• Collaborate with a high-caliber, experienced team
• Competitive salary commensurate to experience + equity + benefits