Support Project Lead

Join 4G Clinical and make a real impact in the world of global clinical trials. Our mission-driven company values innovation and change and we're looking for a Support Project Lead who shares our passion to shape the future of our company. As a team member, you'll have the opportunity to contribute your unique ideas and have them valued.

Come work with purpose, collaborate with a talented team, and have fun doing it

**Customer Support**
- Provide timely and professional responses to sponsor requests; proactively provide status updates to ensure stakeholders are informed
- Lead client support meetings to discuss study RTSM health and open requests
- Primary liaison with Client Directors for support, providing updates on sponsor and study health

**System Support**
- Identify and solve technical problems
- Drive problem-solving efforts to resolution, collaborating cross-functionally as needed
- Perform System Validation of configuration updates
- Lead User Acceptance Testing with the sponsor for system updates
- Ensure proper documentation in specifications, support documents, and JIRA

**Support Operations**
- Manage client open requests and communicate status with all interested parties
- Delegate support tasks internally to appropriate team members and ensure work is completed with accuracy, quality, and in a timely manner
- Act as escalation point for JSA, PSS, and CE teams for configuration change, data change, and user contact questions
- Escalate sponsor requests, issues, and feedback to appropriate teams
- Identify opportunities to improve the study IRT, product, or support processes to reduce support load and improve customer experience
- Provide study-specific reporting and status updates as needed
- Maintain a positive, results-oriented work environment, modeling teamwork by communicating to the team in an open, balanced, and objective manner

**REQUIRED EXPERIENCE**

**EDUCATION AND/OR CERTIFICATION REQUIREMENTS**

Bachelor’s Degree or equivalent experience in RTSM support or information technology.

**OTHER SKILLS/REQUIREMENTS**

Excellent communication and listening skills

Strong written and verbal communication skills as well as the ability to facilitate discussions of system requirements

Motivated to work in a fast-paced, constantly changing environment

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.

**About Us**
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.

**_ We offer compelling benefits to our international and US-based employees. Benefits vary by region and should be discussed with a 4G Talent Acquisition or HR representative._**
- 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._