Clinical Guru

Greenlight Guru empowers some of the world’s most innovative medical device companies to bring superior, life-changing products to market faster. Our leading SaaS platform, used by over 1,000 global customers, streamlines the entire product lifecycle—from concept and commercialization to post-market surveillance.

Based in Indianapolis, IN, Greenlight Guru is a remote-first company committed to improving lives. With employees across North America and Europe, and consistently recognized as a Best Place to Work, our culture is centered around our core values. Since 2021, we’ve partnered with JMI Equity, a growth equity firm specializing in leading software companies, to further our mission of enhancing product quality and safety.

Clinical by Greenlight Guru, is an out-of-the-box solution for the electronic capture of data for your clinical investigations or any clinical evidence you need to generate for the entire lifecycle of your device. We are the leading clinical data collection toolbox, purposefully built for MedTech. Customers collect and manage clinical data in pre and post-market clinical studies, including registries, cohorts, surveys, human factor testing, design validation, and more. 

Greenlight Guru is looking for an experienced Clinical Guru to ensure our Clinical Customers achieve their desired outcomes when using our software. As part of the Customer Success team, the Clinical Guru is responsible for ensuring that each customer’s journey is a success from the day they reach out to us and for as long as they use our services. A key task is to ensure that all customers are well educated in Greenlight Guru’s services, get the right help and assistance when needed, and understand how to use the services effectively and in compliance with industry standards. The Clinical Guru will report to the Greenlight Guru Onboarding and Implementation team and will associate with customers from all stages with the “studying building” process. The Clinical Guru will work directly with new customers to ensure they are maximizing the use of the Greenlight Guru Clinical software and achieving their goals. As customers “graduate” from the onboarding program, the Clinical Guru will continue to communicate with customers via our support ticketing system. The Clinical Guru will provide feedback, advice, and solutions to Customers who are currently building and launching their studies. 

Responsibilities:

• Own the customer onboarding experience by hosting live onboarding and implementation calls, gathering and implementing customer feedback on the onboarding experience, and managing content associated with the onboarding process.  
• Address and resolve customer support requests reported through Greenlight Guru Clinical’s help desk and other channels
• Host periodic calls and business reviews to examine customer progress toward milestones, identify risk factors, and suggest areas of optimization and improvement 
• Collect information and feedback from customers and report this in a structured manner to relevant teams, to further improve services towards customers
• Assist with other customer success tasks that come up from time to time, such as study and dashboard set up. 
• Embody the company’s core values of true quality, innovation, and fanatical support
• Adhere to process and the usage of critical systems, like Salesforce and Gainsight

Requirements:

• Candidate working hours may vary. Normal business hours for this role will be 8:00am-5:00pm local time. Periodic morning or evening calls may be required during onboarding and to support our global customers. 
• Experience from the clinical trials area of the MedTech or life science industry.
• Knowledge of GCP/GxP
• A highly organized and tenacious record-keeper who logs and maintains customer notes in relevant systems
• Great team player who can work well within the team and collaborate cross-functionally, especially in a remote environment 
• Excellent writer and speaker who can communicate efficiently and effectively with customers and colleagues over Zoom video conference, in email, and eventually, in person
• Tech-savvy and comfortable toggling between various SaaS tools 
• Proficient user of Zoom, Google suite, Slack, Gainsight, and/or Salesforce a plus
• Bachelor’s degree or equivalent required.

Greenlight Guru is an Equal Opportunity Employer. Individuals seeking employment at Greenlight Guru are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

At Greenlight Guru, we believe that the fundamental importance of Diversity, Equity, Inclusion, and Belonging (DEIB) is critical to our strength as a company We work to provide a safe and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. If you need assistance or accommodations to submit your application for this position, please email careers@greenlight.guru.