As a Principal Customer Education Specialist, you will serve as a subject matter expert for a designated therapeutic area or product line while partnering with sponsors, customers, and internal stakeholders to develop innovative training solutions that drive customer success. This highly visible role combines strategic leadership, customer engagement, and educational expertise to shape the future of customer learning experiences across our organization.
What We Offer- Competitive compensation
- Medical, dental, and vision coverage
- Remote and hybrid work options
- Tuition reimbursement
- Employee assistance and wellness programs
- Life and disability insurance
What You'll Be Doing- Serve as the subject matter expert for a designated therapeutic area and product line, providing guidance to sponsors, customers, and internal stakeholders.
- Partner with Business Development to recommend customer training strategies, deliver capability presentations, demonstrate solutions, and support new business opportunities.
- Review study contracts and develop training plans at study start-up and throughout the study lifecycle to address updates and changes in collaboration with sponsor study teams.
- Advocate for customer education services across the organization and strengthen cross-functional collaboration.
- Monitor quality metrics, including data quality trends, Customer Care tickets, and DCRs, and recommend targeted training interventions.
- Lead product and organizational readiness initiatives by planning activities, coordinating deliverables, monitoring progress, and communicating status updates to stakeholders.
- Collaborate with key customers to design and implement global training plans that support successful study execution.
- Partner with Education leadership and Customer Education Project Management teams to develop and enhance customer training services and future offerings.
- Deliver exceptional customer experiences while supporting business growth and team development initiatives.
- Promote a culture of continuous improvement, innovation, cost-conscious decision-making, and alignment with company objectives and vision.
What We Look For- Bachelor's degree or certification in education, business, human resources, or a field relevant to the clinical trial industry.
- Minimum 5 years of experience in a corporate training environment.
- Minimum 5 years of experience within the clinical trial industry.
- Demonstrated subject matter expertise in a specific therapeutic area and/or product line.
- Strong organizational and time management skills with the ability to manage multiple priorities and deadlines.
- Creative problem-solving skills and the ability to develop innovative approaches to business challenges.
- Excellent verbal, written, presentation, and interpersonal communication skills.
- Strong technical aptitude with the ability to quickly learn and apply new software, systems, and technologies.
- Knowledge of customer training methodologies, adult learning principles, and industry trends.
- Ability to build effective relationships with customers, sponsors, and cross-functional stakeholders.
- Experience leading projects, influencing stakeholders, and driving organizational readiness initiatives in a matrix environment.
