The McCreadie Group is an award winning, dynamic software company delivering market leading solutions in the pharmacy education and research pharmacy markets. We are passionate about providing superior experiences for those we work with – both through our technology and through our people. We offer competitive salary and benefits, a casual work environment, and the ability to work remotely for qualified candidates.
The focus of this role is to ensure that users of our Investigational Drug Service software Vestigo have an exceptional experience in their interactions with our company and our products, to help them realize the value of their investment in our solution, and to be their internal champion. This role also supports our implementation process, participating in external communications and consulting.
In addition to the externally focused responsibilities associated with client management and communication, the person in this role will also collaborate with a cross-functional team to make sure our products meet or exceed our clients’ expectations by providing input into the product development and testing process and assisting with help desk tasks.
Summary of Essential Job Functions
Provide high level support and consultation to Research Product clients to optimize their use of software features, optimizing workflows to meet accreditation standards based on product knowledge and subject matter expertise
Develop a trusted advisor relationship with clients; build and maintain strong, long-lasting customer relationships
Monitor and analyze customers’ usage of our product, report on trends to management, provide suggestions based on findings
Coordinate and maintain a library of best practices based on client interactions and subject matter expertise in collaboration with the other research products team members
Travel to represent the Research Product business unit for sales and marketing opportunities, as well as client site visits
Support the entire Research Products team to ensure a seamless customer experience to all clients
Client Support and Communications
Develop and maintain subject matter expertise in Research Pharmacy by participating in educational opportunities, reading professional publications, maintaining professional networks and participating in professional organizations
Provide technical support for existing clients using established company processes and tools (Kayako, CRM, phone, email)
Maintain a high standard of responsiveness, ensuring high levels of client satisfaction with our support experience
Support client scholarly activities as requested to highlight success of the Research Products
In collaboration with the Director of Research Products, consult with clients on best practices, existing and novel uses of software features
Provide guidance and feedback on all client and prospect communications, such as the MGI website, newsletters, training and sales and marketing materials
Client Implementation, Education and Training
Provide /assist with client implementations and training for all new Research Product clients
Assist in the creation and maintenance of all user documentation to support the successful use of the research products by all user types
Product Development and Testing
Work with the Research Team and the Development Team on all open issues relating to research product based on feedback provided by Research Product Team members
Provide recommendations to the Director of Research Products relating to the direction of Research Products based on client feedback and interactions
Translate enhancement requests into high-level specs to design company's products as assigned
Assist with testing of research product releases and new features in collaboration with the Research Products Team
Perform other duties as needed
Required Skills, Education and Experience
PharmD. or equivalent working experience
Subject matter expertise in research pharmacy (Investigational Drug Services) at clinical sites. (At a minimum 2 years of relevant experience required).
Demonstrated superior client relationship management skills
Quick learner, eager to embrace new skills and technologies
Advanced user of Word, Excel and PowerPoint
Excellent organizational skills with ability to work independently and manage projects with many moving parts
Ability to perform duties in an efficient, professional, and courteous manner
Excellent written and verbal communication skills
Must be eligible to work in the U.S.
Desired Skills and Experience
Familiarity with Help Desk processes and software (Kayako, etc)
Experience with databases, SQL, and Agile methodology concepts
Previous experience supervising employees
Experience managing accounts and/or providing customer support (> 5 years)
Telecommuting is allowed.
About McCreadie Group, Inc
The McCreadie Group is an award winning, rapidly growing company committed to developing efficient and effective software solutions for pharmacy schools, residency programs and healthcare providers. We build flexible systems that streamline and safeguard processes and allow pharmacy students, educators and clinical researchers to devote more time to their work and less time filling out forms. The nation’s leading investigational drug services, hospitals, colleges and schools of pharmacy rely on us to support their pharmacy research and enhance their program delivery. We are growing and looking for top talent to help us bring our solutions to the marketplace.