CRIO is a leading provider of eSource solutions for clinical research. Our platform streamlines clinical data collection and management, ensuring protocol compliance and reducing errors. By eliminating paper binders and automating workflows, we help clinical trial sites and sponsors save time and money, improve data quality, and enhance patient safety. Our digital-first, site-centric approach supports virtual, hybrid, and traditional study structures, making clinical trials more efficient and effective.

Founded in 2015 by a clinical trial site owner seeking to improve his own business, today CRIO is the industry leader in site eSource with a fast-growing presence serving sponsors and CROs. CRIO is in use on 6000+ protocols at more than 2500 sites in 30 countries. In fact, the strength of our site community drives our growth which is why we place so much value on hands-on clinical research experience.

Key Responsibilities

Supporting Customer Experience

• Work closely with the Implementation and Customer Success Management (CSM) teams to ensure seamless onboarding and ongoing support for clients
• Serve as a trusted resource across the CX organization for adoption strategy and client engagement

Data Analysis and Insights

• Collaborate with the Data Analytics team to analyze client usage data and identify areas of underutilization
• Develop strategies to enhance client experience and drive measurable improvements in platform adoption

Client Engagement and Consultation

• Engage directly with clients, alongside CSMs, to provide expert guidance and troubleshoot issues
• Promote best practices for utilizing CRIO products across site and sponsor workflows

Company Enablement

• Contribute to internal training programs by collaborating with the Product Team to develop and deliver live training sessions
• Create, script, demo, and record training modules for the Help Center Academy, benefiting both internal staff and external clients

Custom Reporting Expertise

• Serve as a subject matter expert on custom reporting
• Provide non technical mastery and support to internal teams and clients

Sponsor and Site Client Maturation

• Collaborate with Sponsor Project Managers (SPMs) to drive the maturation of sponsor and site clients
• Increase CRIO adoption and utilization across the client base through targeted enablement strategies

Community Engagement

• Partner with the Community Engagement Manager to onboard clients and extend CRIO tools and services to new users

Qualifications

Required

• Bachelor’s degree in a related field or equivalent practical experience
• Proven experience in customer support, training, or consulting roles
• Strong analytical skills and ability to derive insights from data
• Excellent communication and interpersonal skills
• Ability to multitask and prioritize in a fast paced environment

Preferred

• Familiarity with clinical research processes and software solutions
• Experience with eSource, EDC, CTMS, or other clinical research technology
• Prior experience supporting sponsor or site client engagements

Benefits & Perks

• Work from anywhere
• Unlimited PTO
• 401k company match
• Healthcare
• Dental
• Vision (Company Paid 100%)
• Life insurance
• Professional development
• Work From Home Expense Reimbursement

Equal Employment Opportunity

CRIO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on qualifications, merit, and business need without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other basis protected by federal, state, or local law.

Working Conditions

This is a full-time remote position. Occasional travel may be required based on business needs. Some flexibility in working hours may be needed to accommodate project schedules or time zone differences.

Disability Accommodation Statement

We are committed to providing reasonable accommodations to individuals with disabilities in the application and interview process. If you require accommodation to participate in the application process, please contact Human Resources to request assistance.

Salary Range: $70,000 --- $90,000