Our Company

Description

The Director, Customer Care is an exciting opportunity to lead our growing global Customer Care Team. It is essential that you have a technical aptitude, a Clinical background & proven experience leading support for a software vendor (preferably SaaS/EDC), which includes, your own hands-on experience of using Clinical Data Management System(s).  

The REDCap Cloud Customer Care Team assists customers worldwide, helping them navigate and resolve technical support cases across our application suite to ensure an optimal experience. In this role the Director, Customer Care, will be leading and contributing to the areas of identifying, researching, providing support (operational & technical), as well as partnering with the Professional Services, Client Engagement, QA, and Development teams to meet customers’ needs. 

We are seeking a Director, Customer Care who has proven experience leading a Customer Success or Technical Customer Support Team in the clinical research, electronic data capture (EDC) software industry. The ideal candidate is passionate about our industry, continuously seeking to develop, and maintain knowledge related to our product lines, EDC & industry standards. Experience working at or with clinical research organisations (CRO) or Biopharmaceutical companies in a research capacity is essential.  

Job Responsibilities for the Director, Customer Care include but are not restricted to: 

• Lead, mentor, and manage a team of Customer Care professionals, ensuring they meet performance goals and adhere to best practices. 

• Lead a team while maintaining an active contribution to case resolution.  

• Oversee daily support operations, workload allocation, and team scheduling to ensure adequate coverage and high-quality support delivery. 

• Effectively manage and resolve complex customer escalations by working collaboratively with cross-functional teams to ensure the best possible outcomes. 

• Identify opportunities for process and tools improvement, implementing solutions that enhance team efficiency and customer satisfaction. 

• Foster a collaborative and engaging team culture that promotes knowledge sharing and continuous learning. 

• Manage vendor teams  

• Interview, hire, and onboard new staff including vendors as required 

• Prepare reports for management evaluating Customer Care operations-highlighting areas of interest and potential areas for improvement via Key Performance Indicators (KPIs)

We are looking for a Director, Customer Care who has:  

• Relevant bachelor’s degree, or equivalent work experience 

• Previous experience managing a Customer Success / Customer Care / SaaS Support Team within the software / software-as-a-service industry with EDC (Electronic Data Capture) 

• Experience developing processes/procedures and growing a Customer Care team 

• Clinical / Medical Research Experience, preferably Sponsor initiated / CRO industry research. 

• Clinical Data Management systems, REDCap Cloud or similar EDC  

• Highly collaborative to problem solving & a technical aptitude 

• Excellent verbal & written communication skills with a creative and solution-oriented mindset 

• Ability to respond to & prioritize urgent situations in a fast-paced environment 

• Strong attention to detail, calm under pressure & customer centric approach 

• Able to adjust working hours to accommodate different time zones, team & customer needs 

• Strong IT skills across Microsoft Office suite, knowledge of the Software Development Life Cycle – advantageous 

Description

The Implementation Manager is a senior, client-facing role responsible for leading clinical system implementations across the REDCap Cloud platform.

This role blends hands-on configuration and validation work with project leadership and customer engagement. The Implementation Manager translates clinical protocols and data requirements into compliant, scalable system configurations while managing multiple concurrent implementations in a fast-paced, fully remote environment. 

Key Responsibilities 

System Implementation and Configuration 

• Lead end-to-end implementation of REDCap Cloud solutions, including EDC, eConsent, ePRO, Surveys, Registries, eSource, and Video Visits. 

• Build and configure studies in the REDCap Cloud platform, including eCRF design, validation and edit check programming, event schedules, workflows, and user permissions. 

• Translate clinical protocols and customer requirements into system configuration and implementation artifacts. 

• Perform system validation and support user acceptance testing activities. 

• Maintain implementation, configuration, and data management documentation. 

• Identify, document, and escalate software defects and implementation issues, collaborating with Product and Engineering teams on resolution. 

Clinical Data Management and Quality 

• Apply clinical data management best practices to ensure data quality, integrity, and inspection readiness. 

• Apply knowledge of GCP, ICH guidelines, and FDA regulations throughout implementation activities. 

• Support use of regulatory data standards such as CDISC and CDASH when applicable. 

Client and Project Leadership 

• Lead client implementations for clinical trials, registries, and real-world evidence studies. 

• Create and maintain implementation project plans. 

• Conduct client status meetings and working sessions. 

• Prepare agendas, meeting minutes, and action tracking. 

• Manage implementation risks, issues, dependencies, and scope considerations. 

• Communicate implementation status clearly to internal and external stakeholders. 

• Balance customer responsiveness with appropriate boundary setting to ensure sustainable delivery. 

Reporting, Data, and Technical Support 

• Support development of reports, exports, and basic analytics solutions as needed. 

• Extract, transform, and analyze data using tools such as SQL, R, Python, SAS, or similar. 

• Support customers and internal teams with technical questions related to system configuration, data workflows, and UAT activities. 

Process Improvement and Collaboration 

• Contribute to process improvement, standardization, and efficiency initiatives within Professional Services. 

• Collaborate cross-functionally with Product, Engineering, Training, and Support teams. 

• Support internal and external training initiatives as needed. 

• Operate in accordance with established SOPs while adapting to evolving product and business needs. 

To be considered, candidates must have experience supporting clinical trials in a clinical data management or EDC implementation role within a pharmaceutical, biotechnology, medical device, or CRO environment.