Client Engagement and Adoption Director – Site Technology

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Overview Summary

The Client Engagement & Adoption Director drives customer engagement, maximizes product adoption for key Advarra technology solutions, and ensures long-term client success. This role will be responsible for developing and executing strategies that enhance user adoption, optimize customer experience, and improve/maintain retention. The ideal candidate has a strong background in customer success, product adoption, and stakeholder engagement within the healthcare technology industry.

Job Duties & Responsibilities

• Develop and implement scalable adoption strategies to ensure clients achieve maximum value from their licensed products
• Build and maintain strong relationships with clients, ensuring proactive engagement and satisfaction
• Manage the creation and ongoing support of adoption programs, workshops, and resources to support clients with effective platform utilization
• Leverage product usage analytics to identify adoption trends, customer pain points, and opportunities for deeper engagement
• Work closely with Product, Commercial, Marketing, and Client Success teams to align adoption strategies with business objectives
• Identify and cultivate customer champions who can share success stories, participate in case studies, and contribute to community engagement
• Partner with account teams to proactively address risk factors and drive expansion opportunities within existing accounts
• Provide input to Product Management on existing and potential product features and enhancements, acting as a thoughtful conduit for client/user feedback
• Provide input to Marketing and Commercial on relevant client feedback
• Stay current on new market and competitive developments

Location

This role is open to candidates working remotely in the United States.

Basic Qualifications

• 8+ years’ experience in customer success, client engagement, or adoption-focused roles in a SaaS company
• BS in Business or relevant degree or equivalent combination of education and experience
• Solid understanding of clinical trials, including key stakeholder roles and the broader clinical trial technology ecosystem
• Strong strategic thinking with a data-driven approach to measuring engagement and adoption
• Exceptional communication and relationship management skills, with the ability to engage stakeholders at all levels
• Ability to manage and scale adoption programs across multiple customer segments

Preferred Qualifications

• Effective interpersonal skills
• Strong business acumen
• Strong verbal and written communication skills
• Effectively identifying customer needs
• Effective at working remotely

Physical and Mental Requirements

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking

Advarra is an equal opportunity employer that is committed to providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identify), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law.

The base salary range for this role is $94,000 - $173,000. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.