Client Services Manager

Diligent is seeking a Client Services Manager to join our growing team! We're looking for a professional with experience in the clinical research industry who is as passionate as we are about making a difference in the industry and providing the highest level of service for our customers. Candidates should have an understanding of the vendor qualification process in clinical trials and a background in client relationship management and/or service delivery in clinical research. This full-time, remote position reports to the Head of Quality. About Diligent Diligent Pharma is a technology and services company on a mission to transform the vendor qualification process in clinical trials. Visit our website to learn more about how the Diligent’s centralized platform streamlines the selection and qualification of clinical trial technology and service providers (Providers), helps clients manage risk, and enables faster study startup times. Core Responsibilities The Client Services Manager is responsible for managing the successful delivery of Diligent’s solutions while pursuing continuous improvement and maintaining strong customer relationships. This role works closely with internal teams while providing excellent communication, oversight, and organizational management of the Diligent Provider community. The Client Services Manager partners with the Head of Quality and Manager of Provider Services to ensure client satisfaction through a comprehensive understanding of the vendor qualification needs that are met through Diligent’s platform and services. The day-to-day job responsibilities include, but not limited to: Facilitate outreach efforts for potential Providers, collaborating with internal teams on outreach strategies and preparing introductory materials on Diligent’s purpose, functionality, and process overview Coordinate onboarding activities for new Providers, establishing new companies in the platform, conducting new user onboarding/training sessions, and assisting new users in navigating the platform Manage the completion of Provider’s qualification questionnaires, also called Requests for Information (RFIs), initiating new requests, monitoring new and existing requests, following up with Providers, and reviewing submitted RFIs for completeness Collaborate with the Head of Quality in the creation and updating of RFI templates Become fluent in using and guiding clients in using Diligent’s platform, providing first-tier customer support and monitoring any issues to resolution Manage the tracking and review of Provider metrics, analyzing to identify process improvements and strengthen client relationships As workload permits, there may be opportunities to support cross-functional special projects Skills & Experience Required Bachelor’s degree or equivalent 1-3 years of experience in clinical research or vendor support of clinical research (other relevant experiences will also be considered); experience working in a start-up tech environment is a plus Understanding of the clinical trial vendor qualification process and regulatory requirements Driven self-starter who loves a challenge and the opportunity to make a significant impact on our business and the business of our clients Ability to adapt and thrive in a rapidly evolving business environment Proactive in understanding internal operations and offering innovative solutions to improve processes Excellent written and verbal communication skills Strong interpersonal skills Strong analytical skills Strong organizational and time management skills Strong capability utilizing Microsoft Word, Excel and PowerPoint This role is full-time and remote. Our offices are headquartered in Princeton, NJ. Diligent Pharma is an equal opportunity employer and does not discriminate based on age, gender, disability, military status, race, religion, marital status or any other protected classes under the law. Diligent is a proud member of the Women's Business Enterprise National Council (WBENC), the Diversity Alliance for Science, and first-place winner of the Eight That Innovate competition at the 2023 Diversity Alliance for Science East Coast Conference.