Review client protocol and design/build the study based on the protocol and additional information (e.g., case report forms) provided, ensuring our solution's successful implementation and configuration based on their unique requirements. Participate in regularly scheduled meetings to provide and collect feedback and answer questions related to SaaS implementation. Communicate with customer success managers to ensure Prelude meets client expectations (e.g., functionality, timeline) and change controls due to customer requests not contracted initially (e.g., new form, builder design due to a protocol amendment) are accounted for. Periodically review client builds to ensure best practices are followed. Anticipate and address potential challenges before they impact the client and ensure the front-end user experience is optimized. Thoroughly test Prelude builds to mitigate the risk of bugs and errors. Collaborate with and support customer success team members to facilitate product training, implementation, testing, and internal QA processes. Conduct training sessions to empower clients in utilizing our platform to its full potential. Develop and deliver training materials and documentation to facilitate user understanding. Serve as a technical expert, diagnosing and resolving client issues related to software functionality, troubleshooting, integration, and performance. Collaborate with cross-functional teams for efficient problem resolution.
Build and nurture strong relationships with your client team. Understand their objectives and challenges to tailor solutions and support accordingly. Collaborate with and support customer success team members to manage customer needs during the contract's lifetime, including additional training, change controls, mid-study updates, and study closeout.
Collect client feedback and collaborate with the product development team to enhance features and user experience. Contribute insights for continuous improvement.
Collaborate with the customer success and/or sales team to ensure successful client retention by demonstrating how our solution meets the client’s needs. Collaborate with DevOps team to manage client communications regarding upcoming server maintenance and updates. Validate servers accordingly.

REQUIREMENTS: Bachelor degree in Computer and Information Technology, Computer Engineering or a related field plus twelve (12) months of experience in the job offered and 12 months of experience in Saas implementation, training and troubleshooting.